Operations Lead

Description

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. 

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. 

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 does monitor employee 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 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. 

Basic Qualifications

• 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 

Preferred Qualifications

• Experience supporting Tier 0 service capabilities, including call deflection, service demand analysis, process automation, and continuous service improvement. 

• 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 while maintaining operational performance and customer satisfaction. 

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

Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact View email address on click.appcast.io for assistance.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

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. To request an accommodation, please email View email address on click.appcast.io and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. 

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at View email address on click.appcast.io. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.  

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$174,701.00 - $296,992.00 Nationwide Remote Office (US99)