Customer Service Program (CSP) Team Lead

Network Runners, Inc.; Washington (District of Columbia); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

HSA/FSA

LTD/STD

PTO

Federal Holidays

Job summary

Network Runners, Inc. seeks a Customer Service Program (CSP) Team Lead to supervise day-to-day CS-OPS activities across multiple projects and contractor personnel in support of ICE.

You will coordinate with PMs and stakeholders to prioritize work, ensure timely execution, and deliver accurate cost and performance data. The role requires federal project leadership, strong communication with senior management, and the ability to obtain security clearances.

Qualifications

• Bachelor’s degree in Accounting, Finance, Business Administration, Information Management, IT, CS, or related field.
• Minimum three years of oversight and multi-project operations experience.
• PMP or FAC P/PM Level I or equivalent certification.
• Experience communicating with senior and executive management.
• Experience leading Federal-sector projects of similar size and scope.
• Minimum three years in Federal Government Accounting or Federal Financial Management.
• Proficiency with Microsoft Outlook, Project, PowerPoint, Word, and Excel.
• Fluent English and U.S. citizenship.
• Ability to satisfy ICE security and access requirements.

Responsibilities

• Provide oversight and management of CS-OPS activities involving multiple projects, tasks, deliverables, and contractor personnel.
• Coordinate with the Contractor Program Manager, GPM, Government Technical Monitor(s), COR, and other stakeholders to prioritize work and ensure timely execution of requirements.
• Lead Federal financial management and customer service support activities associated with CBM, CMM, FASS, and related reporting and analysis.
• Support monthly collection, validation, analysis, and reporting of customer activity and cost data, including research of anomalies, variances, failed metrics, and data-quality issues.
• Support preparation of CMM reports, variance analyses, Contracts and General Expenses analyses, response-time tracking reports, and Monthly Customer Activity Reports.
• Support Cost Per Vendor Invoice calculations and reporting, annual SLA renegotiation, Intra-Agency RWA documentation, and Year-end coordination.
• Lead or support ad-hoc taskings, process improvement initiatives, and special projects, including project plans, schedules, communications plans, risk management plans, and earned-value reporting as required.
• Support configuration and change management activities, requirements gathering, system change requests, release schedules, and coordination with ICE OCIO.
• Support training needs analysis and development and delivery of Government-approved training plans and materials.
• Prepare professional reports, schedules, presentations, analyses, and management products using Outlook, Project, PowerPoint, Word, and Excel.
• Provide accurate and timely oral and written communications to senior management and maintain high responsiveness to Government requests.
• Ensure assigned work products and financial/customer service deliverables are accurate, timely, compliant, and aligned with approved plans, schedules, and Government direction.

Skills

Leadership

Communication

Federal project experience

Project management

Education

Bachelor’s degree in Accounting, Finance, Business Administration, Information Management, IT, CS, or related field

PMP or FAC P/PM Level I or equivalent

3+ years overseeing multi-project operations

Tools

Microsoft Outlook

Microsoft Project

PowerPoint

Word

Excel

Job description

Customer Service Program (CSP) Team Lead

Customer Service Program (CSP) Team Lead
Position Description:
Network Runners is seeking a Customer Service Program (CSP) Team Lead to support U.S. Immigration and Customs Enforcement (ICE), Office of the Chief Financial Officer (OCFO), Office of Financial Management (OFM), Customer Service Operations (CS-OPS). The CSP Team Lead will provide day-to-day operational and project leadership across Federal financial management, customer service, reporting, data analysis, cost allocation, and related program activities while coordinating work across multiple projects, taskings, and personnel.

• Provide oversight and management of CS-OPS activities involving multiple projects, tasks, deliverables, and contractor personnel.
• Coordinate with the Contractor Program Manager, GPM, Government Technical Monitor(s), COR, and other stakeholders to prioritize work and ensure timely execution of requirements.
• Lead Federal financial management and customer service support activities associated with the Customer Billing Model (CBM), Cost Management Module (CMM), Financial and Accounting Shared Services (FASS), and related reporting and analysis.
• Support monthly collection, validation, analysis, and reporting of customer activity and cost data, including research of anomalies, variances, failed metrics, and data-quality issues.
• Support preparation of CMM reports, variance analyses, Contracts and General Expenses analyses, response-time tracking reports, and Monthly Customer Activity Reports.
• Support Cost Per Vendor Invoice calculations and reporting, annual Service Level Agreement renegotiation, Intra-Agency Reimbursable Work Authorization documentation, Beginning of Year FASS reassessments, and Fiscal Year End customer coordination.
• Lead or support ad-hoc taskings, process improvement initiatives, and special projects, including project plans, schedules, communications plans, risk management plans, and earned-value reporting as required.
• Support configuration and change management activities, requirements gathering, system change requests, release schedules, and coordination with ICE OCIO.
• Support training needs analysis and development and delivery of Government-approved training plans and materials.
• Prepare professional reports, schedules, presentations, analyses, and management products using Microsoft Outlook, Project, PowerPoint, Word, and Excel.
• Provide accurate and timely oral and written communications to senior management and maintain high responsiveness to Government requests.
• Ensure assigned work products and financial/customer service deliverables are accurate, timely, compliant, and aligned with approved plans, schedules, and Government direction.

Minimum Education / Experience / Requirements:

• Bachelor’s degree in Accounting, Finance, Business Administration, Information Management, Information Technology, Computer Science, or a related field.
• Minimum three (3) years of related experience providing oversight and management of overall project or contract operations involving multiple projects, tasks, or personnel.
• Professional certification in Project Management, such as PMP, FAC P/PM Level I, or equivalent.
• Demonstrated oral and written communication experience with senior and executive-level management.
• Demonstrated experience leading Federal-sector projects similar in size and scope to the CS-OPS support requirement.
• Demonstrated experience in Project Management.
• Minimum three (3) years of professional experience working in Federal Government Accounting or Federal Financial Management.
• Technical proficiency in Microsoft Outlook, Project, PowerPoint, Word, and Excel.
• Ability to read, write, speak, and understand English fluently and be a United States citizen.
• Ability to satisfy ICE personnel security and fitness vetting requirements and obtain and maintain required PIV, facility, system, and sensitive-information access.

Preferred Qualifications:

• Experience with Federal Financial and Accounting Shared Services (FASS), activity-based cost modeling, cost allocation, billing models, financial reporting, or business/data analytics.
• Experience supporting ICE, DHS, or another Federal agency financial management program.
• Experience with advanced Excel, data visualization, SharePoint, project scheduling, document management, process improvement, or change management.
• Experience coordinating recurring monthly, quarterly, and annual financial operations with multiple customer organizations and executive stakeholders.

Type of Job: Full Time
Salary: Competitive Salary
Attractive Benefits Package:

• Medical
• Dental
• Vision
• 401K
• HSA/FSA
• LTD/STD
• PTO
• Federal Holidays

Work Location: ICE Office of Financial Management Headquarters, Potomac Center South, 550 12th Street SW, Washington, DC 20536. Remote performance may be authorized with prior COR approval. The Team Lead must be available in person and by telephone from 8:30 a.m. to 5:00 p.m. Eastern Time and by email from 7:00 a.m. to 6:00 p.m. Eastern Time, Monday through Friday, excluding Federal holidays, and respond within one hour to requests for discussion or problem resolution.
Company Description:
Network Runners, Inc. is an Information Technology Solutions Company providing innovative IT solutions and organizational support within the Department of Defense and the civil sector. Our largest presence is in the U.S. Army, U.S. Air Force, U.S. Navy, DHS/USCG, DHS/S&T, and USSTRATCOM, where we provide Information Technology and Organizational Support solutions. Today, NRI’s experienced and highly qualified team members support customers in multiple locations nationwide. We are recognized for our value, ingenuity, and mission focus. Headquartered in Sterling, Virginia, NRI is an established CMMI Maturity Level 3 and ISO 9001:2015, ISO/IEC 20000-1, ISO/IEC 27001, and ISO 14001 certified Women-Owned Small Business.
Network Runners, Inc. (NRI) is an equal opportunity employer. NRI prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, ethnic or national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. NRI conforms to the spirit as well as to the letter of all applicable laws and regulations.