Customer Service Program Lead, Federal Financial Management Operations

Description

Customer Service Program Lead, Federal Financial Management Operations

Location: Washington, DC Metro Area
Job Type: Full-time
Work Environment: Hybrid, with onsite client support in Washington, DC as required
Position Status: Contingent upon contract award

Chevo LLC is seeking an experienced Customer Service Program Lead to direct the day-to-day execution of a Federal financial-management and customer-service operations engagement supporting the Department of Homeland Security. The Customer Service Program Lead, also referred to as the CSP Team Lead, will coordinate recurring financial operations, analytical reporting, team activities, quality reviews, customer engagement, task assignments, and issue resolution.

Working closely with the Program Manager, this position will lead daily operational delivery across multiple concurrent workstreams involving customer billing, financial analysis, reporting, reimbursable agreements, fiscal-year-end activities, process improvement, training, and change-management support. The position will operate in a hybrid environment, with onsite client engagement expected in Washington, DC.

Duties & Responsibilities: 

Operations Leadership & Team Coordination:

• Lead day-to-day execution of customer-service and financial-management operations.
• Coordinate activities across multiple concurrent projects, task areas, and team members.
• Assign and monitor staff activities, priorities, schedules, deliverables, and action items.
• Serve as acting operational lead during temporary Program Manager absences when designated.
• Mentor team members and strengthen analytical, financial-management, customer-service, and consulting capabilities.
• Financial & Billing Operations
• Support recurring customer billing, financial reporting, cost analysis, and workload-driver analysis.
• Support annual and recurring activities involving service agreements, reimbursable authorizations, fiscal-year-end reporting, and customer-component coordination.

Reporting & Data Analysis:

• Coordinate the preparation, review, and delivery of weekly, monthly, and executive-level reports and briefings.
• Lead data validation, variance analysis, anomaly identification, and development of decision-ready recommendations.
• Translate evolving business requirements into structured workstreams, analytical products, and actionable recommendations.
• Customer & Stakeholder Engagement
• Coordinate customer and stakeholder communications, inquiries, meetings, and follow-up actions.
• Quality, Risk & Planning Support
• Conduct quality reviews of financial, analytical, operational, and program-management deliverables.
• Maintain visibility into risks, issues, dependencies, emerging priorities, and workload demands.
• Support program plans, schedules, communications plans, risk-management plans, and quality-management activities.

Process Improvement & Transition Support:

• Assist with transition, onboarding, knowledge transfer, training, and continuity-of-operations activities.
• Lead or support process-improvement initiatives and special projects.

Requirements

Qualifications

Required:

• Bachelor's degree in accounting, finance, business administration, information management, information technology, computer   
• science, data analytics, or a related field.
• Minimum of three years of related experience providing oversight and management of project or contract operations involving multiple projects, tasks, and personnel.
• Minimum of three years of professional experience in Federal Government accounting or Federal financial management.
• Demonstrated experience leading Federal projects similar in size, scope, and complexity.

Current professional project-management certification, such as:

o Project Management Professional (PMP);

o Federal Acquisition Certification for Program and Project Managers (FAC-P/PM) Level II; or

o Another comparable professional project-management certification.

• Experience coordinating recurring financial, analytical, reporting, or customer-service operations.
• Experience supporting cost analysis, financial reporting, data validation, and stakeholder engagement.
• Experience managing multiple priorities, deadlines, and concurrent workstreams.
• Strong analytical, organizational, problem-solving, and decision-support skills.
• Strong written and verbal communication skills, including experience communicating with senior Government stakeholders.
• Proficiency with Microsoft Office, including Word, Excel, PowerPoint, Outlook, and SharePoint.
• Must be a U.S. citizen and able to obtain and maintain the required DHS background investigation and suitability determination.

Preferred:

Current or prior favorable DHS suitability determination preferred.

Current or prior DHS HQ or Component experience.

Experience supporting an Office of the Chief Financial Officer (OCFO)

Experience with FFMS, G-Invoicing, OneStream, Jasper, Tableau, Power BI, Report Builder, or comparable financial and reporting platforms.

Experience coordinating financial reporting, reimbursable agreements, service-level agreements, or fiscal-year-end activities.

Experience developing executive briefings, program dashboards, recurring reports, and decision-support analyses.

Experience supporting process improvement, operational change, training, and quality management.

Lean Six Sigma Green Belt or comparable process-improvement certification.

Master's degree in finance, accounting, business administration, public administration, data analytics, or a related discipline.

Application Requirements: 

• A resume detailing relevant experience and qualifications.
• Application Requirements
• A resume detailing relevant experience and qualifications.

SALARY RANGE: $94.5K–$116K
ELIGIBLE FOR PERFORMANCE-BASED BONUS

Chevo LLC offers a comprehensive benefits package including medical, dental, and vision coverage, paid leave, all 11 federal government holidays, a 401(k) plan with matching, a monthly SMART card employer contribution for commuting expenses, tuition assistance, and more.

Chevo LLC, a Women-Owned Small Business (WOSB), has made Consulting Magazine's 2023 and 2024 "Best Firms to Work For" list and is a 2023, 2024, and 2025 Elev8 GovCon honoree. Chevo LLC is a nine-time awardee of the Alliance for Workplace Excellence award; ranked one of the best Small Business Strategy firms by Consulting Magazine; made the Washington Technology Fast 50 list; and has earned multiple Program Management Industry awards.

Chevo LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin, or any other characteristic protected under federal, state, or applicable local law.