Req ID: 378877
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Operations Manager to join our team in Washington (REMOTE), District of Columbia (US-DC), United States (US).
Job Summary:
The Operations Manager oversees all daily operations for a government contact center, ensuring consistent, high-quality service delivery across a 24x7x365 environment. This role provides leadership, operational oversight, and policy governance for all program processes, procedures, and training approvals. The Operations Manager serves as a primary liaison with government stakeholders, addressing escalations, service concerns, and operational performance while ensuring alignment with program expectations and contractual requirements.
Job Duties:
Manage and support all daily call center operations, including oversight of 24x7x365 services and support staff.
Ensure adherence to program policies, processes, procedures, and training approval workflows.
Communicate high-level escalations, troubleshooting updates, service concerns, and operational reports to government stakeholders.
Oversee and approve the creation, revision, and maintenance of operational work instructions and program SOPs.
Provide direction and support to operational teams to ensure consistency, quality, and compliance across all customer service functions.
Monitor operational performance and collaborate with leadership to resolve issues and improve service delivery.
Partner with cross-functional teams to maintain alignment with program goals and ensure operational readiness.
Basic Qualifications:
Bachelor's degree
Minimum 10 years of experience supporting a contact center operations of approximately 200 staff or larger.
Minimum 5 years of experience supporting government contracts or working within a regulated environment.
Ability to obtain/maintain a Public Trust clearance
Preferred Qualifications:
Strong understanding of contact center workflows, performance metrics, and operational best practices.
Proven ability to manage 24x7x365 operations and lead diverse teams.
Strong communication, problem-solving, and stakeholder-management skills.
Ability to oversee SOP development and ensure consistent operational execution.
NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $92,408 - $171,125. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here (http://us.nttdata.com/en/compliance#eeos) . If you'd like more information on your EEO rights under the law, please click here (http://us.nttdata.com/en/compliance#know-your-rights) . For Pay Transparency information, please click here (http://us.nttdata.com/en/compliance#ppnp) .
