Operations Lead (Enterprise Platforms)
Core
Lead day-to-day operations for a large federal contact center and drive the operational transformation to modernize and consolidate multiple customer support organizations into a unified enterprise capability.
Role type
Senior Operations Lead (Enterprise Customer Engagement)
Builds
Unified enterprise customer engagement capability and modernized contact center operations
Domain
Federal Government / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Operational leadership, workforce management, quality assurance, training, knowledge management, SLA/KPI management, operational transformation, organizational change, risk management, stakeholder engagement, data-driven decision making
Preferred skills
Omnichannel customer engagement, CRM/ITSM platform experience, Lean Six Sigma, ITIL Foundation, PMP
Technologies
CRM, ITSM, Customer Engagement Platforms
Responsibilities
Lead day-to-day operations for a large federal contact center supporting Tier 1 and Tier 2 services; 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, and customer experience objectives; 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, identify risks, and implement corrective actions to improve operational efficiency and customer outcomes; Prepare operational dashboards, reports, and leadership briefings that communicate operational performance, trends, and recommendations
Seniority
Senior, hands-on IC with strategic oversight