Customer Service Program Team Lead

Dynamis, Inc. is seeking a Customer Service Program Team Lead to serve as the on-site, day-to-day operations lead on the ICE Office of Financial Management (OFM) Customer Service Operations (CS-OPS) contract. The Team Lead is a Key Personnel position that runs the monthly Customer Billing Model (CBM) cycle, assigns and reviews all teamwork, and serves as the on-site point of contact for the Government Program Manager and Government Technical Monitors, reporting to the Dynamis Program Manager.

Responsibilities:

• Lead the monthly CBM billing cycle in CMM/FileOnQ for the DHS “Cube” components and ICE, including CPVI reporting, SLA metrics, and IRWA/IAA forms


• Lead the Beginning of Year (BOY) FASS reassessment and Fiscal Year End (FYE) support, including execution of the FYE surge and continuity plan


• Assign, track, and review all team work, including the financial-analytic workstreams led by Kearney & Company, before deliverables reach the government


• Develop and maintain project plans and schedules that feed the Master Integrated Program Plan and Schedule (MIPPS), updated at least weekly


• Prepare the Weekly Report and provide inputs to the Monthly Progress Summary Report and Bi-Annual Program Review for the Program Manager


• Triage and coordinate responses to ad-hoc taskings (approximately 10 per year), ensuring assumptions, methodologies, and data sources are documented


• Sponsor process improvement, CMM configuration changes, and change management activities with the Business Process and Change Management Analyst


• Serve as a working lead and backup on the monthly CBM cycle and taskings; respond to government requests within one hour during core hours

Requirements:

• 8–10 years of professional experience, including at least 3 years overseeing project or contract operations involving multiple projects, tasks, or personnel


• At least 3 years (5+ preferred) of federal government accounting or federal financial management experience


• Bachelor's degree in accounting, finance, business administration, information management, IT, or computer sciences


• PMP, FAC-P/PM Level I, or equivalent project management certification


• Demonstrated experience leading federal projects similar in size and scope, with strong written and verbal communication to senior government leadership


• Proficiency in Microsoft Outlook, Project, PowerPoint, Word, and Excel; U.S. citizenship and ability to obtain an ICE suitability (public trust) determination

Preferred:

• Direct experience supporting ICE's Office of Financial Management (OFM) or another DHS CFO-aligned organization


• Hands-on experience with cost allocation, activity-based costing, or reimbursable (IRWA/IAA) billing in a shared-services environment


• Experience with FileOnQ/CMM or similar cost management/billing platforms a plus


• Familiarity with the DHS Financial Systems Modernization “Cube” environment and DHS financial systems (e.g., Momentum)


• Master's degree in accounting, finance, public administration, or data analytics


• Experience with SharePoint, Power BI, or Tableau for reporting and dashboards

Salary range: $130,000-145,000

The salary range for this position represents the anticipated hiring range. Actual compensation will be determined based on factors such as relevant experience, skills, education, certifications, and potential contract funding.