Operations Lead (Enterprise Platforms)

Location: Remote within the United States; work must be performed within the United States. Must support US Eastern time zone working hours. hirify.global monitors work locations, blocks access from foreign locations and prohibits personal VPN connections.

Salary: $174,701.00–$296,992.00 annually

Company

hirify.global is an advisory and technology services provider delivering modernization and management consulting solutions for federal and commercial clients.

What you will do

• Lead day-to-day operations for a large federal contact center supporting Tier 1 and Tier 2 customer support services.
• Supervise managers responsible for customer support operations, workforce management, quality assurance, training, and knowledge management.
• Ensure performance meets contractual SLAs, KPIs, quality standards, customer experience objectives, and other metrics.
• Drive process standardization and consolidate customer support functions into a unified enterprise operating model.
• Lead operational readiness for modernization initiatives, technology deployments, service transitions, and organizational change.
• Monitor performance, manage risks, prepare operational reporting, and collaborate with Government stakeholders and service delivery partners.

Requirements

• Must reside in the United States and perform all work within the United States.
• Ability to obtain and maintain a Public Trust determination.
• Bachelor’s degree from an accredited institution or an equivalent combination of education and experience.
• 8+ years of experience leading enterprise contact center or customer engagement operations.
• 5+ years of experience leading managers or supervisors responsible for customer support operations.
• Strong leadership, communication, stakeholder engagement, analytical, and problem-solving skills.

Nice to have

• Experience with Tier 0 service capabilities, call deflection, service demand analysis, process automation, and continuous service improvement.
• Experience leading operational transformation, service modernization, organizational change, or contact center consolidation.
• Experience with omnichannel customer engagement, CRM, ITSM, or customer engagement platforms.
• Lean Six Sigma, ITIL Foundation, PMP, or other relevant operational management certification.

Culture & Benefits

• Full-time employment with a nationwide remote work arrangement within the United States.
• Collaborative environment focused on expertise sharing and cross-functional cooperation.
• Equal opportunity workplace with reasonable accommodations available throughout the employment process.
• Interview responses must be based on the candidate’s own skills and knowledge; AI assistance is not permitted unless required as an approved accommodation.