{"id":1959266,"url":"https://alion.io/job/i360technologies-customer-service-program-team-lead","title":"Customer Service Program Team Lead","company":{"id":678337,"name":"i360technologies","domain":"i360technologies.com","url":"https://alion.io/company/i360technologies","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":87,"open_postings":30,"ghost_share":0,"stale_share":0.533,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":166000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1954},"experience_years_min":6,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Power BI","optional":true},{"name":"Python","optional":true},{"name":"SQL","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-10-06T14:20:33Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-09T03:04:54Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nKey Responsibilities\nLead, 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.\nMaintain the Master Integrated Program Plan and Schedule.\nSteward 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.\nOwn the monthly CBM cycle: calculate activity and costs, analyze variances and anomalies, research root causes, and drive corrections.\nLead the Beginning of Year (BOY) FASS reassessment, including workload driver trend and variance analysis and detailed process analysis on request.\nLead the Cost Per Vendor Invoice (CPVI) calculations and reporting to Customer Components and DHS, meeting quarterly deadlines.\nSupport 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.\nDeliver trend analysis, predictive modeling, and strategic insights to OFM and OCFO leadership. Design audit trails and cost allocation frameworks that hold up to audit.\nRecommend 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.\nPrepare tasking responses with documented assumptions, methodologies, and data sources.\nPlan and deliver training on CBM tools and data submission.\nQualifications\n6+ years of related experience, including at least 3 years providing oversight and management of project or contract operations with multiple projects, tasks, and personnel.\nProfessional certification in project management (PMP, FAC-P/PM Level I, or equivalent).\nAt least 3 years of demonstrated professional experience working in Federal Government Accounting or Federal Financial Management. \nDemonstrated experience leading Federal projects similar to this requirement.\nDemonstrated experience in cost modeling, shared services, and activity-based cost (ABC) modeling.\nDemonstrated experience analyzing FASS costs: data extraction, transformation, and reporting using advanced Excel, data visualization tools, and other analysis platforms.\nDemonstrated Federal experience in Project Management, change management and release management.\nExperience writing SOPs, user guides, and technical requirements, and documenting business processes and workflows.\nDemonstrated oral and written communication experience with the highest levels of management.\nNice to Have\nPython or R, predictive modeling, cost allocation frameworks, and audit trail design.\nExperience supporting DHS or comparable Federal agencies.\nExperience with FASS billing, intra-agency reimbursable agreements (7600A/B), or Treasury and DHS cost-per-invoice reporting.\nFamiliarity with the FileOnQ platform, JIRA, SQL, and Power BI or Tableau.\nWorking knowledge of the TFM, DHS and ICE FMPMs, FASAB standards, OMB guidance, and NARA requirements.\nSecurity & Eligibility Requirements\nAbility to obtain and maintain a federal Public Trust (suitability) clearance\nU.S. Citizenship or Permanent Residency required (no visa sponsorship available)\nBenefits\nReferral Bonus\n(401k) Matching\nHolidays - Eleven\nTechnology Reimbursement\nShort-Term & Long-Term Disability\nLife Insurance (Basic, Voluntary & AD&D)\nPaid Time Off (0-3 years - 15 Days PTO | 3+ years 20 Days)\n80% Employer Paid Health Care Plan (Medical, Dental & Vision)\nEqual Opportunity Employer Minority/Female/Veteran/Disability\nAll 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.\nOnly direct applicants will be considered. Submissions from recruiting or staffing firms will not be accepted.","description_format":"text","description_chars":4727,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":["401k plan","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Systems Integrators","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-10-06T14:38:02Z"}],"visa":[],"liveness":{"score":66,"band":"ok","label":"Likely open","p_open":1,"p_active":0.662,"p_room":1,"age_days":1,"expected_fill_days":33,"reasons":["conf:1","stale_co","urgency","win:early"],"computed_at":"2026-10-08T05:49:30Z"},"pay":null,"html_url":"https://alion.io/job/i360technologies-customer-service-program-team-lead","json_url":"https://alion.io/job/i360technologies-customer-service-program-team-lead.json","meta":{"generated_at":"2026-10-09T03:19:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1863,"day_limit":5000,"remaining_today":3137,"minute_limit":60,"resets_at":"2026-10-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678337},"rest":"https://alion.io/mcp/rest/get_company?id=678337"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fi360technologies-customer-service-program-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fi360technologies-customer-service-program-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fi360technologies-customer-service-program-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/i360technologies-customer-service-program-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fi360technologies-customer-service-program-team-lead"}]}