Contact Government Services (CGS)
government
SeniorOperationsManager
“Senior Operations Manager at Contact Government Services (CGS). Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, information technology and data systems operations management, client communications, delivery coordination, team leadership. oversee the day-to-day management and coordination of large-scale information technology and data systems operations. ensuring smooth execution across intak”
What You'll Achieve.
Operational workflows run efficiently and consistently; Client communication and delivery coordination improve; Teams remain organized, accountable, and aligned; Metrics and dashboards provide C-suite leadership with clear operational visibility; Escalations are managed proactively and effectively; Intake through delivery processes become more scalable and repeatable
Industry & Context.
problem-solving; operational decision-making; identify workflow bottlenecks; implement process improvements; drive organizational efficiency
What They're Looking For.
Must Have
Bachelor’s degree in related fields such as information technology, business, operations management, project management, or similar disciplines, 8–10 years of experience in operations management, program management, service delivery management, technical operations, or similar leadership roles, Experience leading cross-functional operational or technical teams, organizational leadership and process management skills, Experience managing workflows, intake processes, escalations, and delivery coordination, client-facing communication and stakeholder management abilities, Experience developing dashboards, operational metrics, KPIs, or reporting processes, Demonstrated ability to manage competing priorities in a fast-paced environment, problem-solving and operational decision-making skills, Experience improving operational processes and driving organizational efficiency, Ability to lead teams without needing to be the deepest technical subject matter expert
Nice to Have
Advanced degree such as MBA, Master’s degree, or related graduate-level education, Experience in managed services, SaaS operations, enterprise technology operations, cybersecurity operations, consulting, or IT service delivery environments, Experience working within large operational support organizations or enterprise delivery teams, Familiarity with Agile, Kanban, or operational workflow management methodologies, Experience with project management and collaboration platforms such as Jira, ServiceNow, Monday.com, Asana, or similar tools, Experience managing operational reporting and executive-level communications, Exposure to eDiscovery, legal operations, document review operations, or related technology environments, Familiarity with Relativity or legal technology ecosystems, PMP, ITIL, Scrum, Agile, or similar operational/project management certifications
What You'll Do.
oversee the day-to-day management and coordination of large-scale information technology and data systems operations
ensuring smooth execution across intake
client communications
and team coordination
Lead operational oversight of information technology and data systems workflows from intake through final delivery
Manage and coordinate a team of approximately 30 professionals across multiple operational functions
Oversee client communications
and delivery coordination
Ensure intake processes
and operational handoffs function efficiently and consistently
Develop and maintain operational dashboards
and reporting for C-suite visibility
Identify workflow bottlenecks and implement process improvements to increase operational efficiency and service quality
Coordinate cross-functional teams to ensure deadlines
and client expectations are met
Establish and maintain operational standards
Support staffing coordination
and resource planning
and operational consistency across the broader team
Facilitate internal meetings
and stakeholder updates
Partner with technical SMEs and leadership teams to support ongoing operational improvements
How You'll Work.
Team & Collaboration
Coordinate cross-functional teams to ensure deadlines, deliverables, and client expectations are met; Facilitate internal meetings, operational reviews, and stakeholder updates; Partner with technical SMEs and leadership teams to support ongoing operational improvements
Communication Scope
client communications; status reporting; client-facing communication; stakeholder management; executive-level communications
Process & Methodology
program management, service delivery management, delivery coordination, workflow management, prioritization, project management and collaboration platforms
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