Operations Manager - USCIS National Records Center

FWI (FedWriters, Inc.); Lee's Summit (MO); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Plan

Paid Time Off

Job summary

FWI is seeking an Operations Manager to lead day-to-day production for USCIS at the National Records Center in Lee’s Summit, MO. You’ll supervise supervisors and hourly staff across a 24/7 operation, ensuring files, mail, and records requests move accurately and on schedule.

The role requires a bachelor’s degree or PMP, 3+ years of relevant management experience, and the ability to obtain Six Sigma Green Belt within 180 days. U.S.

Qualifications

• 3+ years of project/operations/site/production management experience within the last 5 years.
• Ability to resolve operational issues, monitor customer satisfaction, and implement procedures.
• Six Sigma Green Belt, or ability to earn within 180 days of contract award.
• U.S. citizenship and U.S. residency for at least 3 of the past 5 years.
• Clear USCIS Public Trust suitability determination before start.

Responsibilities

• Manage daily production, staffing, and workload across all shifts at the NRC and Extension Site.
• Resolve operational issues and monitor customer satisfaction.
• Write and implement operational procedures, policies, and SOPs.
• Assess training needs and cross-train staff.
• Brief USCIS managers orally and in writing, respond to inquiries and special projects.
• Serve as acting Program Manager when the Program Manager is away.

Skills

Project management

Operations management

Staff management

Problem solving

Customer satisfaction

Cross-functional communication

Education

Bachelor's degree

PMP certification

Tools

Six Sigma Green Belt

Job description

Overview

Join our team as an Operations Manager and support U.S. Citizenship and Immigration Services (USCIS) by running day-to-day production at the USCIS National Records Center, the central repository for millions of immigration files. You will lead supervisors and hourly staff across a 24/7 operation and solve operational problems in real time, ensuring files, mail, and records requests move accurately and on schedule.

FWI is expanding rapidly and has been recognized as a 2024 and 2025 Top Workplace by the Washington Post, offering excellent growth opportunities in a collaborative environment.

• Position is contingent upon contract award**

Work Schedule and Location

On-Site: This is a full-time, on-site position based at the USCIS National Records Center (NRC) in Lee’s Summit, MO, with a consistent daily presence. The NRC is an underground federal records facility that operates 24/7. Its Extension Site, also underground and less than a mile away in Kansas City, MO, operates 6:00 am to 6:00 pm CT, Monday through Friday. You must be available 24/7 by phone, text, and email for operational emergencies, and you must be able to report to the NRC for government meetings within 2 hours of notice. Free onsite parking is provided.

Responsibilities

• Manage daily production, staffing, and workload across all shifts at the National Records Center and its Extension Site.
• Resolve operational issues and monitor customer satisfaction.
• Write and implement operational procedures, policies, and SOPs.
• Assess training needs and keep staff trained and cross-trained.
• Brief USCIS managers orally and in writing, and respond quickly to inquiries and special projects.
• Serve as acting Program Manager when the Program Manager is away.

Qualifications

• One of the following:
• A bachelor’s degree in program management, business or public administration, production/operations/manufacturing/quality management, technical management, information systems, engineering, or finance/accounting.
• An active PMI Project Management Professional (PMP) certification, which can take the place of the degree.
• At least 3 years of project, operations, site, or production management experience within the last 5 years.
• Demonstrated experience resolving operational issues, monitoring customer satisfaction, developing and implementing operational procedures and policies, and analyzing training needs.
• A Six Sigma Green Belt, or the ability to earn one within 180 days of contract award.
• U.S. citizenship.
• U.S. residency for at least 3 of the past 5 years.
• Clearance: A favorable USCIS Public Trust suitability determination (SF-85P background investigation with fingerprinting) is required before start.

Desired

• A Six Sigma Green Belt already in hand.
• Experience running 24/7 or multi-shift operations.
• A background in records, mailroom, warehouse, or document processing.
• Experience supervising a large hourly Service Contract Act workforce.

Why Join Our Team

At FWI, we place the highest importance on creating an exceptional employee experience. You'll have opportunities to achieve your career aspirations through internal promotions, professional development, and other recognition and rewards programs. Join our team and take advantage of the many benefits we offer, including:

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Long-term and Short-term Disability Insurance
• Life Insurance
• 401(k) Plan
• Holiday Pay
• Paid Time Off

FWI is an Equal Opportunity Employer, including disability/vets.

Pay Range

Negotiable depending on experience, education, and clearance level.