5+ years of experience in analytics, operations, or process improvement roles
Strong analytical and problem-solving skills with the ability to translate data into actionable insights
U.S. Citizenship required
High School Diploma or equivalent experience
Requirements:
Identify opportunities to improve operational efficiency, agent performance, and customer experience; develop and implement process improvement initiatives that drive measurable results
Leverage data and reporting to evaluate program performance and trends; establish and track KPIs and present findings to leadership in a clear, actionable manner
Represent the contractor in the Process Improvement Council and collaborate with operations, training, quality, and leadership teams to ensure adoption of new processes
Promote a culture of innovation and continuous improvement; monitor the effectiveness of changes and refine strategies as needed
Job description
Remote Process Improvement Manager – Contact Center (USCIS Program)
Drive Continuous Improvement for a Mission-Critical Federal Program
ITCON Services is seeking a data-driven and strategic Process Improvement Manager to support a high-impact contact center program for U.S. Citizenship and Immigration Services (USCIS).
In this role, you will lead initiatives that enhance both the customer and agent experience, using analytics, operational insights, and continuous improvement methodologies. You'll play a key role in identifying inefficiencies, recommending solutions, and driving measurable improvements across the program.
If you're passionate about optimizing processes, improving performance, and making a tangible impact—this is a great opportunity to do so in a mission-driven environment.
Why Join ITCON?
Support a high-visibility federal program that serves millions
Influence operational strategy and customer experience improvements
Collaborate with cross-functional teams and government stakeholders
Be part of a growing, innovation-focused organization
Access competitive benefits and professional development opportunities
What You'll Do
Process Improvement & Strategy
Identify opportunities to improve operational efficiency, agent performance, and customer experience
Develop and implement process improvement initiatives that drive measurable results
Analyze workflows, procedures, and performance data to identify gaps and recommend solutions
Analytics & Performance Optimization
Leverage data and reporting to evaluate program performance and trends
Establish and track key performance indicators (KPIs) to measure the impact of improvement efforts
Present findings and recommendations to leadership and stakeholders in a clear, actionable manner
Stakeholder Engagement
Represent the contractor in the Process Improvement Council, contributing insights and recommendations
Collaborate with operations, training, quality, and leadership teams to align improvement efforts with program goals
Support the implementation of new processes and ensure adoption across teams
Continuous Improvement Culture
Promote a culture of innovation, efficiency, and continuous improvement
Monitor the effectiveness of implemented changes and refine strategies as needed
What You Bring
High School Diploma or equivalent experience
U.S. Citizenship required
Ability to obtain and maintain required government clearance (if applicable)
5+ years of experience in analytics, operations, or process improvement roles
Proven track record of successfully implementing process improvements that drive measurable outcomes
Strong analytical and problem-solving skills with the ability to translate data into actionable insights
Experience working in contact center or customer service environments preferred
