Remote Process Improvement Manager Contact Center

Remote Process Improvement Manager – Contact Center (USCIS Program) Drive Continuous Improvement for a Mission-Critical Federal Program ITCON Services is seeking a data-driven and strategic Process Improvement Manager to support a high-impact contact center program for U.S. Citizenship and Immigration Services (USCIS). In this role, you will lead initiatives that enhance both the customer and agent experience, using analytics, operational insights, and continuous improvement methodologies. You’ll play a key role in identifying inefficiencies, recommending solutions, and driving measurable improvements across the program. If you’re passionate about optimizing processes, improving performance, and making a tangible impact—this is a great opportunity to do so in a mission-driven environment. Why Join ITCON? Support a high-visibility federal program that serves millions Influence operational strategy and customer experience improvements Collaborate with cross-functional teams and government stakeholders Be part of a growing, innovation-focused organization Access competitive benefits and professional development opportunities What You’ll Do Process Improvement & Strategy Identify opportunities to improve operational efficiency, agent performance, and customer experience Develop and implement process improvement initiatives that drive measurable results Analyze workflows, procedures, and performance data to identify gaps and recommend solutions Analytics & Performance Optimization Leverage data and reporting to evaluate program performance and trends Establish and track key performance indicators (KPIs) to measure the impact of improvement efforts Present findings and recommendations to leadership and stakeholders in a clear, actionable manner Stakeholder Engagement Represent the contractor in the Process Improvement Council, contributing insights and recommendations Collaborate with operations, training, quality, and leadership teams to align improvement efforts with program goals Support the implementation of new processes and ensure adoption across teams Continuous Improvement Culture Promote a culture of innovation, efficiency, and continuous improvement Monitor the effectiveness of implemented changes and refine strategies as needed What You Bring High School Diploma or equivalent experience U.S. Citizenship required Ability to obtain and maintain required government clearance (if applicable) 5+ years of experience in analytics, operations, or process improvement roles Proven track record of successfully implementing process improvements that drive measurable outcomes Strong analytical and problem‑solving skills with the ability to translate data into actionable insights Experience working in contact center or customer service call center required #J-18808-Ljbffr Creative Solutions Services, LLC