Please note:This role is contingent upon contract award. While it is not an immediate opening, we are actively interviewing and extending contingent offers in anticipation of award.

ICF is seeking an experiencedOperations Leadto oversee day-to-day operations for a large federal contact center while leading the operational transformation required to modernize and consolidatemultiple customer support organizations into a unified enterprise customer engagement capability.

Working closely with the Program Manager and Government stakeholders, the Operations Lead will provide leadership for contact center operations, workforce management, quality assurance, training, and knowledge management while guiding the operational integration and continuous improvement of customer support services. The successful candidate willpossessstrong operational leadership skills, business acumen, and experience leading large contact center organizations through modernization and organizational change.

Job Location

Remote work within the United States is authorized. Must support US Eastern time zone working hours. 

*If you accept this position, you should note that ICF doesmonitoremployee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.

Key Responsibilities

• Lead day-to-day operations for a large federal contact center supporting Tier 1 and Tier 2 customer support services while driving operational transformation and modernization initiatives.

• Provide leadership and supervision for managers responsible for customer support operations, workforce management, quality assurance, training, and knowledge management.

• Ensure operational performance meets contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, customer experienceobjectives, and other performance metrics.

• Drive operational consistency, process standardization, and consolidation of customer support functions into a unified enterprise operating model.

• Lead operational readiness activities supporting modernization initiatives, technology deployments, service transitions, and organizational change.

• Monitor operational performance,identifyrisks, and implement corrective actions to improve operational efficiency and customer outcomes.

• Build collaborative relationships with Government stakeholders, program leadership, operational teams, and service delivery partners to ensure successful program execution.

• Prepare operational dashboards, reports, and leadership briefings that communicate operational performance, trends, and recommendations.

Basic Qualifications 

• Ability to obtain andmaintaina Public Trust determination.

• Mustresidein the United States, and work must be performed within the United States.

• Bachelor's degree from an accredited institution or equivalent combination of education and experience.

• 8+ years of experience leading enterprise contact center or customer engagement operations, including responsibility for operational performance, workforce leadership, and service delivery.

• 5+ years of experience leading managers or supervisors responsible for customer support operations

Preferred Qualifications

• Experience overseeing workforce management, quality assurance, training, and knowledge management functions.

• Experience managing operational performance using Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality metrics, and customer satisfaction measures.

• Experience leading operational transformation, service modernization, or organizational change initiatives.

• Experience supporting federal government customer engagement or contact center programs.

• Experience leading contact center consolidation, modernization, or operational transformation initiatives.

• Experience supporting omnichannel customer engagement environments.

• Experience with customer relationship management (CRM), IT service management (ITSM), or customer engagement platforms.

• Lean Six Sigma, ITIL Foundation, Project Management Professional (PMP), or other relevant operational management certifications.

Professional Skills 

• Demonstrated leadership and supervisory experience leading multidisciplinary operational organizations. 

• Strong business acumen with the ability to balance customer expectations, operational priorities, contractual requirements, and organizational objectives. 

• Excellent communication, stakeholder engagement, and relationship management skills. 

• Strong analytical and problem-solving skills with the ability to make data-driven operational decisions.

• Ability to lead teams through organizational change whilemaintainingoperational performance and customer satisfaction.

• Proven ability to foster collaboration across operations, workforce management, quality assurance, training, knowledge management, and program leadership.