Customer Service Program Team Lead

Heartland Consulting; Washington (District of Columbia); Vor Ort; USD 120.000 - 130.000; Vollzeit

Benefits dieser Stelle

Healthcare benefits

Zusammenfassung

Heartland Consulting seeks an on-site Customer Service Program Team Lead for Federal Financial Operations in Washington, DC. The role oversees monthly billing, reporting, SLAs, and interagency funding for a DHS financial office, with a three-year oversight requirement and key personnel designation.

The position demands a bachelor's in a relevant field, PM certification, and federal finance experience, plus strong leadership, communication, and MS Office/BI skills.

Qualifikationen

• Bachelor's degree in accounting, finance, business administration, information management, information technology, or computer science.
• Three years overseeing and managing project/contract operations with multiple tasks and personnel.
• PM certification such as PMP or FAC-P/PM Level I.
• At least three years' experience in federal government accounting or federal financial management.

Aufgaben

• Lead the customer-service operations team to produce monthly billing and cost-per-invoice outputs for federal customers.
• Manage the annual SLA cycle and support interagency agreement packages and CR updates.
• Support beginning-of-year funding reassessment and fiscal year-end customer queue reports and action tracking.
• Turn cost and operational data into accurate reports, studies, and briefings for customers and leadership.
• Maintain SOPs, desk guides, and the customer document repository; track actions through closure.

Kenntnisse

Leadership

Stakeholder communication

Team coaching

Project oversight

Ausbildung

Bachelor's degree in accounting/finance/business administration/IT

PMP/FAC-P/PM Level I certification

Tools

SharePoint

Power BI

Microsoft Outlook

Project

PowerPoint

Word

Excel

Jobbeschreibung

Customer Service Program Team Lead, Federal Financial Operations

Heartland Consulting

Washington, DC

• Onsite
• Full-time

Contingent on contract award

Salary: $120,000–$130,000 per year

About The Role

Heartland Consulting is hiring the day-to-day lead for a federal customer-service program that runs monthly billing, customer reporting, service-level agreements, and interagency funding agreements for a Department of Homeland Security financial office. This is an onsite leadership role designated as key personnel. The three-year oversight requirement is a pass/fail client minimum.

What you will do

• Lead the customer-service operations team that produces monthly customer billing and cost-per-invoice outputs for federal shared-service customers.
• Run the annual service-level agreement cycle so the final package is ready no later than September 15, and support interagency agreement packages, including continuing-resolution updates.
• Support beginning-of-year funding reassessment and fiscal year-end customer queue reports, meetings, and action tracking.
• Turn cost and operational data into accurate reports, studies, and briefings for component customers and internal leadership. Use sound methods and document assumptions.
• Keep standard operating procedures, desk guides, and the customer document repository current. Track meeting actions through closure.
• Be the in-person lead during client business hours. Be available onsite and by phone from 8:30 a.m. to 5:00 p.m. Eastern, and by email from 7:00 a.m. to 6:00 p.m. Eastern, Monday through Friday, except federal holidays, with a one-hour response.
• Coach analysts and operations specialists. Raise performance or scope issues to the Program Manager the day they appear.

Minimum qualifications

• Bachelor’s degree in accounting, finance, business administration, information management, information technology, or computer science.
• Three years providing oversight and management of project or contract operations, often involving multiple projects, tasks, and personnel. Time in a senior individual-contributor title does not satisfy this requirement unless the resume shows supervision of multi-task work.
• Professional certification in project management, such as PMP, FAC-P/PM Level I, or an equivalent.
• At least three years of professional experience in federal government accounting or federal financial management.
• Demonstrated experience leading federal projects of similar size and scope, and oral and written communication with senior management.
• Working proficiency in Microsoft Outlook, Project, PowerPoint, Word, and Excel. SharePoint, activity-based costing, and a visualization tool such as Power BI are strongly preferred.
• U.S. citizenship and the ability to read, write, speak, and understand English fluently. Must currently reside in the United States or its territories, with U.S. residence sufficient for a background investigation.
• Ability to obtain and maintain a DHS suitability/background investigation before starting work. This position does not require a security clearance.
• Ability to work onsite, full time, at Potomac Center South, 550 12th Street SW, Washington, DC.

Benefits

Healthcare benefits, including medical, dental, and vision, will be described before the first interview.

Salary: $120000 - $130000 per year