Operations Performance & Optimization Lead

Maximus; Colorado Springs (CO); On-site; USD 55,000 - 100,000; Full time

Job summary

Maximus is seeking a Performance Management Analyst to support a federal Homeland Defense program from our Colorado Springs offices. You will lead performance improvement initiatives across the Operations Support Center, oversee training materials, and develop dashboards and executive-level reports to inform leadership.

You will collaborate with Mission Leads and Operations teams, drive automation and process improvements, and ensure on-call readiness with a strict security posture.

Qualifications

• Active Secret clearance is required.
• 7 or more years of experience in operations management, performance/process improvement, service management, training, or related operational support.
• Experience developing and tracking performance metrics, KPIs, and operational reporting.
• Experience conducting trend analysis, root cause analysis, and process improvement initiatives.
• Strong written, verbal, and presentation skills.
• Experience creating executive briefings, dashboards, and operational reports.
• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, Word, Teams, and SharePoint.
• Ability to collaborate effectively with technical teams, stakeholders, and leadership across multiple organizations.
• Candidates must reside within a commutable distance for daily onsite work and on-call requirements.

Responsibilities

• Lead performance improvement initiatives across the OSC, focusing on operational excellence, workforce development, and process optimization.
• Oversee the OSC training program, ensuring training materials, knowledge base articles (KBAs), and procedures remain current, effective, and aligned with operational requirements.
• Evaluate training effectiveness through performance assessments, feedback, metrics, and continuous improvement activities.
• Manage operational performance analysis activities, including trend analysis, root cause investigations, reporting, and recommendations for corrective actions.
• Develop, monitor, and report performance metrics, service desk KPIs, and operational health indicators.
• Partner with Mission Leads, Operations teams, and stakeholders to identify process improvement opportunities and business performance concerns.
• Support Incident and Problem Management activities, including root cause analysis and recommendations to prevent recurrence of major incidents.
• Develop executive-level reports, customer briefings, and operational presentations.
• Lead automation and process improvement initiatives to reduce manual effort, increase efficiency, and improve service quality.
• Facilitate collaboration across technical and operational teams to implement best practices, improve workflows, and enhance operational effectiveness.
• Oversee the development and maintenance of operational documentation, knowledge management resources, and SharePoint-based collaboration tools.
• Ensure operational risks are identified, assessed, and mitigated through process improvements, automation, and governance practices.

Skills

Secret clearance

7+ years experience

Performance metrics & reporting

MS Office

On-call recall capability

Cross-functional collaboration

Team coordination

Tools

SharePoint

Remedy

ServiceNow

DevOps

SAFe

ITIL

Job description

Maximus is seeking a Performance Management Analyst to support a federal Homeland Defense program from our Colorado Springs offices. You will lead performance improvement initiatives across the Operations Support Center, oversee training materials, and develop dashboards and executive-level reports to inform leadership.

You will collaborate with Mission Leads and Operations teams, drive automation and process improvements, and ensure on-call readiness with a strict security posture.