Job Description
Job Description
Overview
The Operations Manager (OM) leads and oversees service delivery for Navy's Identification Card Administration (ICA) support services, ensuring effective execution of ID card operations across geographically dispersed sites. The OM supervises field personnel, monitors staffing levels and workforce readiness, disseminates program policies and procedural guidance, and executes quality control measures to maintain contract performance standards. The OM serves as the primary liaison between the contractor workforce and Government leadership, including the Contracting Officer's Representative (COR) and Government Quality Control Manager (QCM/SPAR), to resolve day-to-day operational and performance issues.
Duties and Responsibilities
- Lead and supervise the contractor workforce supporting ICA operations across multiple locations.
- Monitor site staffing levels, position fill status, and workforce readiness to ensure uninterrupted service delivery.
- Disseminate program guidance and updates regarding ICA policies, procedures, and operational requirements to field staff.
- Execute and oversee the contract Quality Control Program, ensuring services meet performance standards and contractual requirements.
- Track operational performance metrics and implement corrective actions when required.
- Serve as the primary point of contact (POC) for the Government COR and Government Quality Control Manager (QCM/SPAR) regarding operational performance and quality matters.
- Coordinate with Government representatives to resolve day-to-day operational issues affecting ID card service delivery.
- Responsible for workforce training and ensure personnel maintain required certifications and compliance with program policies.
- Promote consistent customer service delivery and adherence to operational standards across all supported ICA locations.
- Identify opportunities for business process improvement and operational efficiency across the program.
Required Qualifications and Experience
- Bachelor's degree in mathematics, statistics, business, law, engineering, social sciences, physical/applied sciences, or a management discipline such as business administration, accounting, finance, economics, or management information technology; OR Minimum five (5) years of relevant professional experience in lieu of a degree.
- Must be a US citizen and have a favorably completed T3, T3R, or equivalent investigation to obtain a favorable determination for assignment to a non-critical sensitive or Enhanced position.
- Experience in project management, organizational management, or operational program oversight.
- Experience supervising or coordinating geographically dispersed personnel or operational teams.
- Demonstrated experience supporting process improvement, program management, or business operations.
- Experience monitoring program performance metrics and implementing quality control processes.
- Strong communication and coordination skills with the ability to interact with senior government personnel.
Preferred Qualifications and Experience
- Prior U.S. Navy experience as a Navy Human Resources Officer or Chief Petty Officer.
- Experience managing DEERS/RAPIDS ID Card operations, personnel support detachments, or military personnel service centers.
- Experience working on DoD/DoW service contracts supporting personnel administration or credentialing programs.
- Experience supporting customer service delivery in high-volume operational environments.
- Familiarity with DoD/DoW personnel systems, identity credentialing policies, and installation-level personnel service operations.