Remote Ops Lead – Enterprise Platforms & Contact Center

ICF Olson; Reston (VA); On-site; USD 175,000 - 297,000; Full time

Job summary

ICF Olson seeks an experienced operations leader to oversee a large federal contact center, drive modernization, and ensure delivery of Tier 1 and 2 customer support services.

The role requires 8+ years in enterprise contact center leadership, experience guiding managers, and managing SLAs and KPIs. This is a remote US-based position supporting US Eastern time hours with Public Trust eligibility.

Qualifications

• 8+ years leading enterprise contact center or customer engagement operations.
• 5+ years leading managers or supervisors responsible for customer support operations.
• Ability to obtain and maintain a Public Trust determination.
• Must reside in the United States and work within the United States.

Responsibilities

• Lead day-to-day operations for a large federal contact center supporting Tier 1 & 2 customer support services and modernization initiatives.
• Provide leadership for managers responsible for customer support operations, workforce management, quality assurance, training, and knowledge management.
• Ensure operational performance meets SLAs, KPIs, quality standards, customer experience objectives, and other metrics.
• Drive operational consistency, process standardization, and consolidation of functions into a unified enterprise operating model.
• Lead operational readiness activities supporting modernization initiatives, technology deployments, service transitions, and organizational change.
• Monitor performance, identify risks, and implement corrective actions to improve efficiency and outcomes.
• Build collaborative relationships with Government stakeholders, program leadership, operational teams, and service delivery partners.
• Prepare operational dashboards, reports, and leadership briefings that communicate performance and trends.

Skills

Leadership

Stakeholder management

Data-driven decisions

Operations management

Customer support operations

Education

Bachelor's degree or equivalent

Tools

CRM

ITSM

Job description

ICF Olson seeks an experienced operations leader to oversee a large federal contact center, drive modernization, and ensure delivery of Tier 1 and 2 customer support services.

The role requires 8+ years in enterprise contact center leadership, experience guiding managers, and managing SLAs and KPIs. This is a remote US-based position supporting US Eastern time hours with Public Trust eligibility.