Req ID: 378877

We are currently seeking a Operations Manager to join our team in Washington (REMOTE), District of Columbia (US-DC), United States (US).

Job Summary:

The Operations Manager oversees all daily operations for a government contact center, ensuring consistent, high-quality service delivery across a 24x7x365 environment. This role provides leadership, operational oversight, and policy governance for all program processes, procedures, and training approvals. The Operations Manager serves as a primary liaison with government stakeholders, addressing escalations, service concerns, and operational performance while ensuring alignment with program expectations and contractual requirements.

Job Duties:

• Manage and support all daily call center operations, including oversight of 24x7x365 services and support staff.
• Ensure adherence to program policies, processes, procedures, and training approval workflows.
• Communicate high-level escalations, troubleshooting updates, service concerns, and operational reports to government stakeholders.
• Oversee and approve the creation, revision, and maintenance of operational work instructions and program SOPs.
• Provide direction and support to operational teams to ensure consistency, quality, and compliance across all customer service functions.
• Monitor operational performance and collaborate with leadership to resolve issues and improve service delivery.
• Partner with cross-functional teams to maintain alignment with program goals and ensure operational readiness.

Basic Qualifications:

• Bachelor's degree
• Minimum 10 years of experience supporting a contact center operations of approximately 200 staff or larger.
• Minimum 5 years of experience supporting government contracts or working within a regulated environment.
• Ability to obtain/maintain a Public Trust clearance

Preferred Qualifications:

• Strong understanding of contact center workflows, performance metrics, and operational best practices.
• Proven ability to manage 24x7x365 operations and lead diverse teams.
• Strong communication, problem-solving, and stakeholder-management skills.
• Ability to oversee SOP development and ensure consistent operational execution.

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $92,408 - $171,125. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.