Customer Service Program Team Lead | Project Manager

At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. We are seeking a CSP Team Lead to direct a federal financial Customer Service Program: running the monthly Customer Billing Model, leading a team of financial analysts, and owning the quality and timeliness of every customer deliverable. The right candidate brings federal financial management experience, project management certification, and strong command of senior Government stakeholder communication.

Position Summary

Lead daily delivery of a federal financial customer service program, coordinating recurring customer billing activities, customer relationships, work assignments, review cycles, and time-sensitive reporting. That means running the monthly Customer Billing Model that assigns process costs to customer components, and leading the analysts who produce monthly customer activity, variance, CPVI, and FASS reassessment reports.

PWS criteria coverage (Attachment E, line 109): Primary: baseline qualifications and the Key Personnel requirements in PWS 2.1.2. Supporting: ABC modeling, Federal change and release management, SOPs and technical writing. The resume must state this role and the PWS criteria the candidate covers.

Key Responsibilities

• Lead day-to-day Customer Service Program (CSP) operations, allocate and monitor team assignments, manage deadlines, and escalate issues to the Program Manager.
• Coordinate the monthly Customer Billing Model (CBM) cycle, Cost Management Module (CMM) activities, customer activity reports, financial-data collection, and stakeholder reviews. (CMM is the system used to run the CBM [perform the calculations per the model] monthly. CMM consists of a set of databases that reside on the FileOnQ platform).
• Lead customer-facing support for quarterly Customer Price Volume Index (CPVI) updates, annual Service Level Agreements (SLAs), interagency reimbursable work agreements, beginning-of-year reassessments, and fiscal-year-end actions.
• Facilitate weekly coordination meetings; maintain action items, issues, and customer communications; review analyses and deliverables for completeness, consistency, and timeliness.
• Coordinate with financial analysts, technical support, the Government and its stakeholders to resolve data discrepancies and customer inquiries.
• Support work plans, performance reporting, quality reviews, operating procedures, change control, and continuity coverage as designated by the Program Manager.
• Serve as the technical reviewer for all deliverables.
• Be available on-site or by phone 8:00–5:00 ET and respond to Government requests within one hour.
• Be available by e-mail 7:00 a.m. to 6:00 ET and respond to Government requests within one hour but can designate backup-coverage arrangements to meet this requirement.
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Qualifications

• Bachelor's degree in accounting, finance, business administration, information management, information technology, computer science, or related field.
• Three years experience providing oversight and management to overall project/contract operations involving multiple projects/tasks/personnel.
• Minimum three years demonstrated professional experience working in Federal Government Accounting or Federal Financial Management.
• Professional project management certification such as Project Management Professional (PMP), Federal Acquisition Certification for Program and Project Managers (FAC-P/PM) Level II, or another comparable, nationally recognized project-management certification
• Demonstrated experience preparing and delivering clear, effective written communications and oral briefings to senior executives and other high-level Government and contractor stakeholders.
• Demonstrated experience leading Federal sector projects similar in size and scope as proposed for CSP support.
• Demonstrated experience in Project Management.
• Technical proficiency in Microsoft Outlook, Project, Power Point, Word, and Microsoft Excel.

Nice to Have

• Federal shared services customer billing, activity-based costing, or reimbursable agreement administration.
• Experience managing recurring financial reporting and customer service deadlines.
• Master's in accounting, finance, data science, or a related field.
• 6+ years in activity-based costing, cost allocation, or shared-services billing.
• Python/R or SQL.
• CGFM, CPA, or CMA.

Security & Eligibility Requirements

• Ability to obtain and maintain a federal Public Trust (suitability) clearance
• U.S. Citizenship required (no visa sponsorship available)

Benefits

• Referral Bonus
• (401k) Matching
• Holidays – Eleven
• Technology Reimbursement
• Short-Term & Long-Term Disability
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (0-3 years - 15 Days PTO | 3+ years 20 Days)
• 80% Employer Paid Health Care Plan (Medical, Dental & Vision)

Equal Opportunity Employer Minority/Female/Veteran/Disability

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or status within any other protected group.

Only direct applicants will be considered. Submissions from recruiting or staffing firms will not be accepted.