Customer Service Program Lead

Position Summary

The Customer Service Program Lead will lead day-to-day delivery of ICE OFM Customer Service Program support, coordinating Federal financial-management activities, customer-service operations, reporting, analytics, and project execution. The role requires a strong combination of Federal financial-management experience, project leadership, executive communication, and technical proficiency.

Key Responsibilities

• Lead day-to-day CS-OPS delivery and coordinate activities across multiple projects, tasks, and personnel.
• Support Federal financial-management and customer-service operations for ICE OFM and supported DHS Component customers.
• Coordinate recurring reporting, analysis, customer deliverables, issue resolution, and operational priorities.
• Support project planning, schedule management, quality control, risk management, and workload coordination.
• Communicate effectively with Government leadership and program stakeholders.
• Support financial reporting, cost-management, data-analysis, and process-improvement activities.
• Promote continuity of operations during transition, workload surges, fiscal year-end activities, ad hoc taskings, and regulatory changes.
• Maintain strong proficiency with Microsoft Outlook, Project, PowerPoint, Word, and Excel.

Required Qualifications

• Bachelor’s degree in Accounting, Finance, Business Administration, Information Management, IT, or Computer Science.
• Minimum three (3) years of related experience providing oversight and management of overall project/contract operations involving multiple projects, tasks, and/or personnel.
• Professional certification in Project Management, such as PMP, FAC P/PM Level I, or equivalent.
• Minimum three (3) years of professional experience working in Federal Government Accounting or Federal Financial Management.
• Demonstrated experience leading Federal-sector projects similar in size and scope to the CS-OPS requirement.
• Demonstrated Project Management experience.
• Demonstrated executive-level oral and written communication experience.
• Technical proficiency in Microsoft Outlook, Project, PowerPoint, Word, and Excel.

Preferred Qualifications

• Prior DHS and/or ICE experience.
• Experience supporting Federal financial management or financial shared-services environments.
• Experience with activity-based costing, cost allocation, customer billing, or related financial analytics.
• Direct experience supporting customer-service operations within a Federal CFO/OCFO organization.
• Experience with FASS, activity-based cost models, customer billing/cost allocation, financial reporting, or related shared-services processes.

Program Requirements

• Must be a U.S. citizen or Legal Permanent Resident.
• Must be able to successfully complete the DHS ICE background investigation required before performing work on the task order.
• Must be available to support the proposed CS-OPS program following contract award and onboarding.

About the Opportunity

SD Solutions is building a team to support U.S. Immigration and Customs Enforcement (ICE), Office of the Chief Financial Officer (OCFO), Office of Financial Management (OFM), Customer Service Operations. The work supports Federal financial management, shared-services operations, customer reporting, data optimization, process improvement, and program management.

Equal Opportunity Employment

SD Solutions, LLC is an equal opportunity employer. Employment decisions are made without regard to legally protected characteristics and in accordance with applicable federal, state, and local law.