Lead a Mission-Critical Federal ProgramThis leadership role is responsible for the successful delivery of contract operations, ensuring operational excellence, regulatory compliance, workforce readiness, and exceptional customer service in a fast-paced, mission-critical environment.
The ideal candidate is an experienced leader who thrives in complex operational settings and has a proven track record of managing large teams, driving performance, and building strong partnerships with government stakeholders.
Key ResponsibilitiesProgram Leadership- Provide overall leadership and oversight for all contract operations, ensuring compliance with performance standards, Service Level Agreements (SLAs), and contractual requirements.
- Drive operational excellence while ensuring customer satisfaction and successful program execution.
Customer & Stakeholder Management- Serve as the primary liaison to government leadership, providing executive-level reporting, strategic updates, and issue resolution.
- Build strong relationships with customer stakeholders and internal leadership to ensure program success.
Workforce Leadership- Lead staffing strategy, including recruitment, onboarding, workforce planning, scheduling, employee development, and retention.
- Ensure adequate staffing and operational readiness to support a 24/7 service delivery environment.
Operations & Performance Management- Oversee daily operations across multiple shifts, ensuring consistent service delivery and achievement of operational goals.
- Monitor performance metrics, analyze trends, and implement continuous improvement initiatives to enhance efficiency, quality, and customer experience.
Quality, Risk & Compliance- Manage quality assurance, risk mitigation, compliance activities, and operational controls across all functional areas.
- Ensure adherence to federal contract requirements, reporting obligations, and audit readiness.
Executive Reporting- Develop and deliver executive-level reports, dashboards, and briefings covering operational performance, service metrics, workforce trends, and strategic recommendations.
Required Qualifications- U.S. Citizenship required.
- High School Diploma or equivalent.
- 10+ years of program, operations, or service delivery management experience supporting federal programs or large-scale contact center environments.
- Demonstrated experience leading large, multi-shift operational teams.
- Strong understanding of workforce planning, operational performance management, and customer service delivery.
- Excellent leadership, communication, and stakeholder management skills.
- Ability to obtain and maintain the required government security clearance.
Preferred Qualifications- Bachelor's degree in Business, Management, Information Technology, or a related field preferred.
- Experience supporting large-scale federal programs or other mission-critical government operations.
- Project Management Professional (PMP) certification or equivalent.
- Experience managing high-volume contact center operations.
- Knowledge of federal contract compliance, quality assurance, reporting, and audit readiness.
