Operations Lead (Enterprise Platforms)
About The Position
Our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal and commercial clients. ICF combines deep domain expertise with innovative technologies to design, build, modernize, and operate mission-critical systems that improve operational efficiency and customer experience. ICF is seeking an experienced Operations Lead to oversee day-to-day operations for a large federal contact center while leading the operational transformation required to modernize and consolidate multiple 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 will possess strong operational leadership skills, business acumen, and experience leading large contact center organizations through modernization and organizational change.
Requirements
- Ability to obtain and maintain a Public Trust determination.
- Must reside in 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.
Nice To Haves
- 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.
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 experience objectives, 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, identify risks, 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.
Benefits
- ICF is an equal opportunity employer.
- Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
