Operations Manager

About this role

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 ...