Remote Ops Lead: Enterprise Contact Center Modernization

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

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