Operations Lead (Enterprise Platforms)

ICF; United States; Remote; USD 175,000 - 297,000; Full time

Job summary

ICF is seeking an experienced Operations Lead to oversee day-to-day operations for a large federal contact center while guiding modernization and consolidation across customer support functions. You will work with the Program Manager and government stakeholders to ensure SLAs, KPIs, and process standardization, driving organizational change and enterprise readiness.

This remote US-based role requires strong leadership, strategic thinking, and the ability to operate across time zones, including

Qualifications

• Ability to obtain and maintain Public Trust.
• Must reside in the United States, and work must be performed within the United States.
• Bachelor’s degree from an accredited institution or equivalent combination of education and experience.
• 8+ years of experience leading enterprise contact center or customer engagement operations, including responsibility for operational performance, workforce leadership, and service delivery.
• 5+ years of experience leading managers or supervisors responsible for customer support operations.

Responsibilities

• Lead day-to-day operations for a large federal contact center and drive modernization.
• Supervise managers responsible for customer support operations, workforce management, quality assurance, training, and knowledge management.
• Ensure SLAs and KPIs are met and drive quality standards and customer experience objectives.
• Drive standardization and consolidation of customer support functions into a unified operating model.
• Lead readiness activities supporting modernization initiatives, technology deployments, service transitions, and organizational change.
• Monitor risks and implement corrective actions to improve efficiency and outcomes.
• Build relationships with Government stakeholders and service delivery partners to ensure program success.
• Prepare dashboards and leadership briefings communicating performance trends and recommendations.

Skills

Operations leadership

Workforce management

Quality assurance

Training programs

Knowledge management

Stakeholder management

Data-driven decisions

Organizational change

Education

Bachelor's degree

Tools

CRM systems

ITSM tools

Job description

_ Please note: This role is contingent upon contract award. While it is not an immediate opening, we are actively interviewing and extending contingent offers in anticipation of award._

Our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal and commercial clients. ICF combines deep domainexpertisewith innovative technologies to design, build, modernize, andoperatemission-critical systems that improve operational efficiency and customer experience.

ICF is seeking an experienced Operations Lead to oversee day-to-day operations for a large federal contact center while leading the operational transformation required to modernize andconsolidatemultiple customer support organizations into a unified enterprise customer engagement capability.

Working closely with the Program Manager and Government stakeholders, the Operations Lead will provide leadership for contact center operations, workforce management, quality assurance, training, and knowledge management while guiding the operational integration and continuous improvement of customer support services. The successful candidate willpossessstrong operational leadership skills, business acumen, and experience leading large contact center organizations through modernization and organizational change.

Job Location

Remote work within the United States is authorized.Must support US Eastern time zone working hours_._

*If you accept this position, you should note that ICF doesmonitoremployee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.

Key Responsibilities

• Lead day-to-day operations for a large federal contact center supporting Tier 1 and Tier 2 customer support services while driving operational transformation and modernization initiatives.

• Provide leadership and supervision for managers responsible for customer support operations, workforce management, quality assurance, training, and knowledge management.

• Ensure operational performance meets contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, customer experienceobjectives, and other performance metrics.

• Drive operational consistency, process standardization, and consolidation of customer support functions into a unified enterprise operating model.

• Lead operational readiness activities supporting modernization initiatives, technology deployments, service transitions, and organizational change.

• Monitor operational performance,identifyrisks, and implement corrective actions to improve operational efficiency and customer outcomes.

• Build collaborative relationships with Government stakeholders, program leadership, operational teams, and service delivery partners to ensure successful program execution.

• Prepare operational dashboards, reports, and leadership briefings that communicate operational performance, trends, and recommendations.

Basic Qualifications

• Ability to obtain andmaintaina Public Trust determination.

• Mustresidein the United States, and work must be performed within the United States.

• Bachelor’s degree from an accredited institution or equivalent combination of education and experience.

• 8+ years of experience leading enterprise contact center or customer engagement operations, including responsibility for operational performance, workforce leadership, and service delivery.

• 5+ years of experience leading managers or supervisors responsible for customer support operations

Preferred Qualifications

• Experience overseeing workforce management, quality assurance, training, and knowledge management functions.

• Experience managing operational performance using Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality metrics, and customer satisfaction measures.

• Experience leading operational transformation, service modernization, or organizational change initiatives.

• Experience supporting federal government customer engagement or contact center programs.

• Experience leading contact center consolidation, modernization, or operational transformation initiatives.

• Experience supporting omnichannel customer engagement environments.

• Experience with customer relationship management (CRM), IT service management (ITSM), or customer engagement platforms.

• Lean Six Sigma, ITIL Foundation, Project Management Professional (PMP), or other relevant operational management certifications.

Professional Skills

• Demonstrated leadership and supervisory experience leading multidisciplinary operational organizations.

• Strong business acumen with the ability to balance customer expectations, operational priorities, contractual requirements, and organizationalobjectives.

• Excellent communication, stakeholder engagement, and relationship management skills.

• Strong analytical and problem-solving skills with the ability to make data-driven operational decisions.

• Ability to lead teams through organizational change whilemaintainingoperational performance and customer satisfaction.

• Proven ability to foster collaboration across operations, workforce management, quality assurance, training, knowledge management, and program leadership.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world’s toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read our EEOpolicy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please email [e-mail] we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.

Read more about workplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at [e-mail]. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$174,701.00 - $296,992.00

Nationwide Remote Office (US99)