Duties
Job Summary:
The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 800 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, childcare, food and vending, procurement, logistics and administrative counsel.
This position is located within the Customer Experience Center (CEC) of the Chief Administrative Office (CAO), U.S. House of Representatives (House). The CAO Advocate serves as a dedicated liaison between the CAO and House offices (Member, Committee, and Leadership) and is rooted in relationship-building, proactive outreach, service resolution, and marketing of CAO and House-provided services.
The CAO Advocate is a highly visible, strategic, and relationship-focused role and serves as a vital connector between the CAO and the House community by providing consultative outreach, customer service, strategic insight, and proactive engagement.
Key responsibilities include:
- Establishing and maintaining positive, long-term relationships with Member, Committee and Leadership offices.
- Conducting regular in person and virtual outreach
- Directly resolving requests or ensuring correct routing to appropriate offices
- Educating offices on CAO solutions, tools and services
- Maintaining and updating records, including a master customer list
- Grade level at the time of appointment is determined by experience and designated level of responsibility.
The position does not have day-to-day supervisory/managerial responsibilities. This position has access to Personally Identifiable Information (PII).
Primary Duties/Responsibilities:
· Creates positive, long-term relationships with staff in Member, Committee and Leadership offices through proactive outreach, consultation, office visits, and effective marketing of CAO and House solutions.
· Conducts regular outreach visits to Member Offices in D.C. and in district offices across the nation to educate staff on CAO and House solutions; Engages in consultative conversations to understand current and future needs.
· Serves as a key liaison between House office staff and internal CAO teams to provide strategic guidance, streamline workflows, and ensure solutions are aligned with customer needs and deliver a positive experience.
· Engages in customer advisory boards, briefings, and strategic meetings to provide customer-focused insights, data, and recommendations to CAO teams. Communicates suggested improvements to services, processes, and experiences to Customer Experience Center leadership.
· Proactively monitors all CAO work requests related to assigned customers, escalating issues when necessary to ensure timely and satisfactory resolution.
· Supports the resolution of complex customer requests by either fulfilling the need directly or identifying the appropriate workflow routing. Collaborate with CAO departments to deliver coordinated solutions and ensures timely follow-up with both customers and internal teams.
· Maintains master customer lists for the CAO organization to leverage; keeps lists current and accurate and develops a process to create new lists as needed.
· Proactively monitors all CAO work requests related to assigned customers with a view towards proactive escalation of requests as needed to ensure timely and satisfactory results.
· Performs other official duties and special projects as assigned.