Sr. Operations Manager

Sr. Contact Center Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a Sr. Contact Center Manager to lead the phased implementation, expansion, and operation of a secure, enterprise-wide contact center capability supporting the U.S. Food and Drug Administration. This position will oversee omnichannel service delivery, workforce performance, quality, customer experience, operational reporting, and continuous improvement across FDA Centers, Offices, and Programs.

Key Responsibilities:

• Lead contact center operations supporting phased deployment across FDA Centers, Offices, and Programs.
• Establish standardized operating procedures for intake, triage, routing, escalation, case management, and customer response.
• Direct supervisors, workforce management, quality assurance, training, reporting, and frontline contact center personnel.
• Manage omnichannel customer engagement through voice, email, web, chat, self-service, and other approved channels.
• Coordinate contact center operations with the ServiceNow customer relationship management solution and Genesys Cloud platform.
• Monitor service levels and key performance indicators, including response time, abandonment, first-contact resolution, average handle time, customer satisfaction, quality, productivity, and backlog.
• Prepare dashboards, analyses, operational reviews, and formal reports for contractor leadership and federal stakeholders.
• Lead workforce forecasting, capacity planning, scheduling, staffing alignment, surge planning, and operational continuity.
• Oversee quality monitoring, calibration, coaching, training, knowledge management, and performance-improvement initiatives.
• Serve as the senior escalation point for complex, sensitive, or high-impact customer and operational issues.
• Support customer journey mapping, workflow redesign, automation, intelligent routing, self-service, and continuous-improvement initiatives.
• Coordinate incidents, problems, risk, continuity, transition, and change-management activities.
• Ensure personnel comply with applicable HHS and FDA security, privacy, records-management, training, and rules-of-behavior requirements.
• Support technical and operational assessments, pilot implementation, enterprise expansion, and ongoing operations and maintenance.

Qualifications:

• Bachelor's degree in Business Administration, Communications, Information Systems, Public Administration, Operations Management, or a related discipline. Equivalent directly relevant technical experience or certification may be considered. An advanced degree is preferred but not required.
• Must have at least 8–10 years of progressive experience in contact center management, including at least 3–5 years in a senior or supervisory management role.
• Demonstrated experience managing enterprise, multi-site, multi-channel, or distributed contact center operations.
• Proven experience leading workforce management, quality assurance, training, performance management, customer escalation, and operational reporting functions.
• Experience tracking and reporting key performance indicators, service-level agreements, dashboards, trends, and corrective-action plans.
• Experience developing and implementing standard operating procedures, workflows, staffing models, escalation paths, and continuous-improvement initiatives.
• Experience using workforce-management tools to forecast contact volumes, optimize staffing, manage schedules, and respond to operational disruptions.
• Experience developing and managing operational budgets and aligning labor utilization and financial performance with federal contract requirements.
• Knowledge of customer relationship management, case-management, and cloud contact center platforms.
• Experience supporting ServiceNow and Genesys Cloud environments is preferred.
• Experience supporting the U.S. Food and Drug Administration is preferred.
• Federal contact center, federal health, public-health, scientific, healthcare, or similarly regulated program experience is preferred.
• Experience with FISMA, FedRAMP, NIST controls, incident management, continuity planning, and secure handling of government information is preferred.
• Experience supporting contact center consolidation, modernization, system integration, pilot deployment, or enterprise expansion is preferred.
• Experience with artificial intelligence, automation, chatbots, intelligent routing, self-service, speech or text analytics, and knowledge-management solutions is preferred.
• Strong executive communication, stakeholder-management, analytical, problem-solving, and documentation skills.
• Ability to satisfy applicable FDA and HHS suitability, background-investigation, security-awareness, privacy, records-management, and rules-of-behavior requirements.

Certifications (Preferred):

• PMP (Project Management Professional) preferred for managing CRM roadmap and operational initiatives
• COPC Certification or equivalent contact center quality standard
• Six Sigma Green/Black Belt - preferred for operational optimization responsibilities
• Workforce Management Certification (e.g., CWPP via SWPP)
• Salesforce, ServiceNow, or relevant CRM platform certification - preferred