Fairfax Operations Lead

Accenture Federal Services•Redmond, WA

2d•Onsite

About The Position

The Fairfax Workstream Lead is responsible for the day-to-day operational leadership, workforce management, customer support coordination, and continuous improvement of Fairfax escort operations. This role serves as a primary liaison between program leadership, operators, shift supervisors, customer stakeholders, and supporting workstreams to ensure consistent service delivery, operational readiness, and workforce effectiveness.

Requirements

Bachelor's degree or equivalent experience
5+ years of experience in operations leadership, workforce management, program management, service delivery, or related fields
Experience leading operational teams in a fast-paced, customer-facing environment
Strong knowledge of workforce scheduling, staffing coordination, resource management, and personnel administration
Experience managing operational escalations, incident response, or service delivery functions
Advanced proficiency with Microsoft Office 365, including Excel, Outlook, PowerPoint, Teams, SharePoint, and related collaboration tools
Experience developing operational metrics, reports, dashboards, and executive presentations
Ability to work on-site and support occasional after-hours or weekend operational requirements
Must be willing and able to travel locally between customer and program sites as needed to support operations, personnel management, training, and incident response activities
U.S. Passport Required
Must have an active TS/SCI with polygraph

Nice To Haves

Familiarity with Azure Incident Management (IcM), Azure DevOps (ADO), service health monitoring tools, and operational escalation processes
Experience supporting business continuity planning and operational resilience activities
Experience implementing automation and AI-enabled workflow improvements through Microsoft Power Platform and Microsoft Copilot solutions.
Supervisory, team lead, or people management experience

Responsibilities

Lead day-to-day Fairfax escort operations across multiple shifts and workstreams
Manage monthly staffing schedules to ensure adequate operational coverage
Monitor staffing levels, personnel availability, holiday coverage, inclement weather readiness, and surge support requirements
Serve as a primary escalation point for operator, customer, and operational issues
Monitor operational queues, incidents, alerts, and service health dashboards to ensure timely response and resolution
Coordinate responses to operational impacts, outages, and service disruptions while ensuring appropriate escalation paths are followed
Join and coordinate bridge calls supporting active incidents, outages, and customer escalations as necessary
Oversee White Glove operations, high-severity incident requests, on-call schedules, and weekend coverage rotations
Manage Shift Supervisors and Technical Leads to manage operational priorities and unresolved work items
Track onboarding, training, and workforce readiness activities for new team members
Track workforce staffing requirements, recruiting activities, hiring efforts, interviews, and personnel allocations
Manage shift changes, workstream transfers, schedule modifications, and staffing requests
Support performance improvement initiatives, employee development, mentoring, and career growth activities
Manage workforce audits, quality reviews, and operational scorecard reporting
Proactively identify workforce concerns and partner with leadership to drive appropriate actions and resolutions
Serve as a Fairfax Business Continuity Planning (BCP) Coordinator and support execution of continuity procedures during operational disruptions
Coordinate personnel accountability, failover activities, communications, and resource allocation during continuity events
Ensure operational response procedures are followed for incidents impacting Fairfax services
Manage coordination of high-severity incidents and Requests for Assistance (RAs), ensuring response timelines and support obligations are met
Support root cause analysis, lessons learned activities, and corrective action tracking following major incidents
Maintain and oversee Azure DevOps (ADO) boards, task assignments, project tracking, and action item management
Develop and maintain operational documentation, knowledge articles, standard operating procedures, and process guides
Track program deliverables, operational metrics, and key performance indicators (KPIs)
Prepare and deliver weekly operational reviews, monthly business reviews (MBRs), and executive status reports
Support customer communications, leadership briefings, operational reporting, and presentation development
Ensure knowledge repositories remain current, accurate, and aligned with operational requirements
Participate in technical operations reviews and cross-functional leadership meetings
Partner with technical leads to support operational readiness, system changes, and service improvements
Monitor service health, tool performance, operational alerts, ticket queues, and workload trends
Coordinate support for operational impact investigations, volume surges, customer escalations, and outage response activities
Identify opportunities to improve efficiency through automation, process optimization, reporting enhancements, and standardization
Support implementation of AI and automation solutions using Microsoft Copilot, Power Automate, Power Apps, Power BI, and related Microsoft technologies to improve operational effectiveness and reduce manual effort
Support planning and execution of employee engagement activities, team events, recognition programs, and workforce initiatives
Foster a collaborative, customer-focused, and high-performing team culture
Promote adherence to operational standards, compliance requirements, and program expectations