Customer Service Program Team Lead, Federal Financial Operations

Heartland Consulting; Washington (District of Columbia); Hybrid; USD 120,000 - 130,000; Full time

Benefits offered by this job

Healthcare benefits

Job summary

Heartland Consulting is seeking a qualified leader to direct a federal customer-service program that handles monthly billing, reporting, SLAs, and interagency funding for a DHS office.

You will supervise a team, ensure timely SLAs, and prepare reports for senior management while coordinating funding processes. The role requires US citizenship, on-site presence in Washington, DC, and strong communication and project-management skills.

Qualifications

• Bachelor’s degree in accounting, finance, business administration, information management, information technology, or computer science.
• Demonstrated experience overseeing multiple projects and personnel.
• Strong communication with senior management and stakeholders.

Responsibilities

• Lead the customer-service operations team that produces monthly billing and cost-per-invoice outputs for federal shared-service customers.
• Run the annual service-level agreement cycle so the final package is ready by Sep 15 and support interagency agreement packages.
• Support beginning-of-year funding reassessment and fiscal year-end customer queue reports, meetings, and action tracking.
• Convert cost and operational data into accurate reports, studies, and briefings for stakeholders and leadership.
• Maintain and update standard operating procedures, desk guides, and the customer document repository; track actions through to closure.
• Be the in-person lead during client business hours onsite, with defined Eastern Time availability.
• Coach analysts and operations specialists; escalate issues to the Program Manager as soon as they arise.
• Ensure the ability to obtain and maintain DHS suitability/background investigation; no security clearance required.
• Efficiently work onsite full-time at Potomac Center South, Washington, DC.

Skills

Team leadership

Communication

Problem solving

Education

Bachelor’s degree in accounting, finance, business administration, information management, information technology, or computer science

Tools

Microsoft Outlook

Microsoft Project

PowerPoint

Word

Excel

SharePoint

Power BI

Job description

Customer Service Program Team Lead, Federal Financial Operations

Heartland Consulting

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.
• 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.

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