Customer Service Program Lead (CSP Lead)

Position Summary

The Customer Service Program Lead manages day-to-day customer service operations and serves as the operational lead for customer engagement, financial reporting, workload management, performance reporting, cost analysis, process improvement, and stakeholder communications activities. This role works closely with Government leadership and contractor personnel to ensure delivery excellence and operational continuity.

Key Responsibilities

• Lead daily execution of Customer Service Operations activities.
• Manage customer reporting, workload tracking, and operational performance monitoring.
• Support customer billing models, cost allocation activities, and financial analyses.
• Coordinate monthly, quarterly, annual, and ad hoc reporting requirements.
• Facilitate customer meetings, executive briefings, and stakeholder communications.
• Track action items, schedules, deliverables, and program priorities.
• Support fiscal year-end activities and recurring financial management operations.
• Coordinate business process improvements and customer service enhancements.
• Develop dashboards, reports, presentations, and management briefings.
• Support training, documentation, change management, and knowledge-transfer efforts.
• Ensure high-quality deliverables and compliance with customer requirements.

Required Qualifications

• Bachelor's Degree in Accounting, Finance, Business Administration, Information Management, Information Technology, Computer Science, or related discipline.
• Minimum three (3) years of program, project, or operations management experience.
• Minimum three (3) years supporting Federal Accounting or Federal Financial Management activities.
• PMP, FAC-P/PM Level I, or equivalent certification.
• Advanced proficiency in Microsoft Excel, Project, PowerPoint, Word, and Outlook.
• Experience supporting customer service, reporting, analytics, or operational support functions.
• Strong communication, analytical, organizational, and problem-solving skills.
• Ability to obtain and maintain DHS ICE Suitability/Public Trust clearance.

Preferred Qualifications

• DHS or ICE experience.
• Experience supporting shared-service environments or financial operations centers.
• Experience performing workload analysis, business process improvement, and performance measurement.
• Experience with Power BI, dashboard development, and executive reporting.
• Experience supporting customer engagement and stakeholder management initiatives.