Operations Lead (Enterprise Platforms)

• Ability to obtain andmaintaina Public Trust determination.
• Mustresidein 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
• Experience overseeing workforce management, quality assurance, training, and knowledge management functions.
• Experience managing operational performance using Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality metrics, and customer satisfaction measures.
• Experience leading operational transformation, service modernization, or organizational change initiatives.
• Experience supporting federal government customer engagement or contact center programs.
• Experience leading contact center consolidation, modernization, or operational transformation initiatives.
• Experience supporting omnichannel customer engagement environments.
• Experience with customer relationship management (CRM), IT service management (ITSM), or customer engagement platforms.
• Lean Six Sigma, ITIL Foundation, Project Management Professional (PMP), or other relevant operational management certifications.

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at . Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.

• Demonstrated leadership and supervisory experience leading multidisciplinary operational organizations.
• Strong business acumen with the ability to balance customer expectations, operational priorities, contractual requirements, and organizationalobjectives.
• Excellent communication, stakeholder engagement, and relationship management skills.
• Strong analytical and problem-solving skills with the ability to make data-driven operational decisions.
• Ability to lead teams through organizational change whilemaintainingoperational performance and customer satisfaction.
• Proven ability to foster collaboration across operations, workforce management, quality assurance, training, knowledge management, and program leadership.
• ICF is a global advisory and technology services provider
• but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges
• and shape the future.
• We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together
• our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information
• please read our EEOpolicy.
• We will consider for employment qualified applicants with arrest and conviction records.
• and individuals withsincerely heldreligious beliefs
• in all phases of the application and employment process. To requestan accommodation
• please email and we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.
• Read more about workplace discrimination rightsor our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.