Head of Business Operations - Remote

Continent Upon Contract Award

The Freedom of Information Act (FOIA) Operations Supervisor directs the day-to-day work of FOIA and Privacy Act case processors. The supervisor manages "First In, First Out" (FIFO) case assignment, production flow, training reinforcement, quality feedback, rejected-case corrections, and staff coverage. Must be on duty during contractor working hours.

Essential Duties and Responsibilities

Assign Track 2 cases from the FOIA Immigration Records SysTem (FIRST) queue on a first-in, first-out basis and balance workloads across qualified processors.

Monitor daily and weekly production, aging, queue status, rejection rates, resubmission deadlines, attendance, and system availability.

Ensure processors correctly validate requester identity, entitlement, consent, request type, supporting documents, and responsive records.

Provide real-time guidance on redactions, exemptions, referrals, case notes, special processing, page counts, and final action letters.

Coordinate with quality staff to communicate findings, coach employees, document recurring errors, and implement corrective actions.

Ensure rejected cases are corrected and resubmitted to Government Quality Assurance personnel within two business days.

Support new-hire orientation, follow-on training, proficiency monitoring, and authorization of employees for independent production.

Escalate privacy, security, National Security Information, system, equipment, or conduct issues immediately through the Project Manager.

Maintain accurate staffing and production records for the monthly status report and invoice.

Act for the Project Manager when formally designated and authorized.

Minimum Qualifications

Bachelor's degree or equivalent relevant experience.

At least five years of FOIA, Privacy Act, records review, legal document review, benefits adjudication, claims processing, or comparable case-processing experience.

At least two years of team-lead or supervisory experience in a production and quality-controlled environment.

Demonstrated ability to interpret procedures, coach staff, manage deadlines, and use performance data to improve results.

Strong attention to detail and proficiency with electronic case-management systems and Microsoft Office.

Preferred Qualifications

United States Citizen and Immigration Services (USCIS) FOIA/Privacy Act (PA) Processing Guide and FIRST experience.

Experience supervising remote personnel or multiple shifts.

Prior responsibility for privacy, redaction, or disclosure-review quality.

Performance Expectations

Orderly production without avoidable spikes or dips.

Timely case assignment and two-business-day rejection turnaround.

Team quality at or above the 95 percent Acceptable Quality Level (AQL).

Continuous supervisory coverage during contractor working hours.

Common Conditions of Employment

Must be a United States citizen.

Must successfully complete USCIS suitability and Entry on Duty requirements and maintain required access throughout employment.

Must sign required criminal-history, nondisclosure, privacy, and acceptable-use acknowledgments and complete all required training.

Must safeguard sensitive, personally identifiable, law-enforcement, procurement-sensitive, and Government information and use only authorized equipment and systems.

Must be able to read, write, speak, and understand English and work during approved hours that support National Records Center operations.

Must comply with SoftDev, Department of Homeland Security (DHS), and USCIS conduct, security, privacy, records, equipment, and accessibility requirements.

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