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ICF Consulting Group, Inc. Operations Manager in Annapolis, Maryland

Operations Manager

Consolidated Business Operations and Support Services

Remote (US-Nationwide)

ICF is seeking an Operations Manager for the Consolidated Business Operations Support & Services group. The Operations Manager is responsible for the day-to-day operations including staffing, service delivery, problem escalation and resolution, and performance monitoring. The Operations Manager will work with project team to collaborate on project performance in areas such as client satisfaction, training, quality, and continuous improvement.

Key Responsibilities:

  • Analyze, decide, and act on information and trends to drive project operation team priorities.

  • Coordinate project needs, problem resolution, and client facing priorities with project manager.

  • Collaborate with training and quality team to ensure a communication and action plan is followed to address the start-up and ongoing needs for employees.

  • Coordinate work with Technical Service teams to support the development and implementation of new features and services to support the operational needs of the team.

  • Manage a team of Supervisors. Provide expectations for their roles, monitor their performance, and provide mentorship as needed for their continued development.

  • Suggest improvements and efficiencies based on observations of the operation and quality of the team’s performance.

  • Respond to escalated applicant and client concerns.

  • Acquire a deep understanding for all activities supported by the project’s operations team.

  • Create an environment that cultivates excellence, growth, empowerment, and teamwork

  • Enforce corporate and project policies and procedures.

  • Monitor performance goals and objectives for the operations staff to ensure project operational goals are met.

  • Ensure that staff has adequate supervision, resources and equipment needed to perform work.

  • Maintain staffing levels consistent with performance measures.

  • Ensure adherence to schedules, real time management of staff and work queues.

Basic Qualifications:

  • Bachelor’s degree or 5 years of experience in a similar role.

  • 5+ years of experience managing an operations team focused on meeting production and quality goals.

  • Experience managing a virtual workforce.

  • Experience interfacing directly with clients.

  • Commitment to professional and personal growth.

  • Ability to orchestrate large multi-tiered staff in a fast-paced environment.

  • Ability to analyze, plan, organize, control, and troubleshoot work activities and processes.

  • Effective conflict management skills.

  • Organized and detail oriented - ability to manage multiple, competing priorities and projects.

  • Flexible, team player approach to work.

  • Proficient in application processing metrics and how they drive performance.

  • Ability to work cross-functionally to understand the key business drivers.

  • Experience implementing best practices and standard operating procedures.

  • Passion for driving internal process efficiencies involving collaboration across multiple internal teams.

  • Superior Interpersonal skills including courtesy, empathy, and a cooperative attitude.

  • Strong communication skills (written, reading comprehension, listening, verbal).

  • Proficient with Microsoft Office suite. Experienced analyzing information in Excel preferred.

  • US Citizenship required.

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity). For more information, please read our EEO & AA policy ( .

Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law ( and Pay Transparency Statement ( .

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About ICF

ICF (NASDAQ:ICFI) is a global consulting services company with over 7,000 full and part-time employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at