Customer Service Program Team Lead

About the job

At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. i360 is hiring a CSP Team Lead (Customer Service Program) responsible for the day-to-day operational leader of the contractor team supporting ICE OFM's Customer Service Program. The role also serves as the senior technical authority for the Customer Billing Model (CBM). The Team Lead directs the monthly, quarterly, and annual operating cycle that produces customer activity reports, cost-per-invoice calculations, and FASS billing reassessments for DHS Customer Components. The same person owns the cost model architecture and billing methodology that make those numbers defensible.

Key Responsibilities

• Lead, schedule, and quality-check the work of the CSP contractor team across all PWS task areas, holding the team to Government review points before anything goes outside the CSP.

• Maintain the Master Integrated Program Plan and Schedule.

• Steward the CBM and the Cost Management Module (CMM), including the annual configuration review and updates to Enterprise-Wide Costs, workload drivers, and calculation accuracy when processes change.

• Own the monthly CBM cycle: calculate activity and costs, analyze variances and anomalies, research root causes, and drive corrections.

• Lead the Beginning of Year (BOY) FASS reassessment, including workload driver trend and variance analysis and detailed process analysis on request.

• Lead the Cost Per Vendor Invoice (CPVI) calculations and reporting to Customer Components and DHS, meeting quarterly deadlines.

• Support the annual SLA renegotiation (initiated at least 120 days before September 30; final draft by September 15) and the annual IRWA/IAA forms (FS-7600A/B), including Continuing Resolution iterations.

• Deliver trend analysis, predictive modeling, and strategic insights to OFM and OCFO leadership. Design audit trails and cost allocation frameworks that hold up to audit.

• Recommend CMM development and maintenance based on configuration findings. Support change and release management with OCIO, including system change requests, requirements analysis, and JIRA activity logs.

• Prepare tasking responses with documented assumptions, methodologies, and data sources.

• Plan and deliver training on CBM tools and data submission.

Qualifications

• 6+ years of related experience, including at least 3 years providing oversight and management of project or contract operations with multiple projects, tasks, and personnel.

• Professional certification in project management (PMP, FAC-P/PM Level I, or equivalent).

• At least 3 years of demonstrated professional experience working in Federal Government Accounting or Federal Financial Management.

• Demonstrated experience leading Federal projects similar to this requirement.

• Demonstrated experience in cost modeling, shared services, and activity-based cost (ABC) modeling.

• Demonstrated experience analyzing FASS costs: data extraction, transformation, and reporting using advanced Excel, data visualization tools, and other analysis platforms.

• Demonstrated Federal experience in Project Management, change management and release management.

• Experience writing SOPs, user guides, and technical requirements, and documenting business processes and workflows.

• Demonstrated oral and written communication experience with the highest levels of management.

Nice to Have

• Python or R, predictive modeling, cost allocation frameworks, and audit trail design.

• Experience supporting DHS or comparable Federal agencies.

• Experience with FASS billing, intra-agency reimbursable agreements (7600A/B), or Treasury and DHS cost-per-invoice reporting.

• Familiarity with the FileOnQ platform, JIRA, SQL, and Power BI or Tableau.

• Working knowledge of the TFM, DHS and ICE FMPMs, FASAB standards, OMB guidance, and NARA requirements.

Security & Eligibility Requirements

• Ability to obtain and maintain a federal Public Trust (suitability) clearance

• U.S. Citizenship or Permanent Residency 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.