Welcome to Immersion Consulting, where innovation meets excellence. We are a dynamic and forward-thinking organization dedicated to providing our clients with actionable business solutions that yield sustainable results. Our tested, trusted, and seasoned professionals bring decades of executive-level experience in government and private industry. Our team thrives on collaboration, creativity, and a commitment to delivering outstanding results. Join us and be part of a company that values growth, inclusivity, and making a positive impact.  

The Operations Manager is a key member of the Program Management Team and is responsible for overseeing all operational aspects of the Defense Travel Management Office (DTMO) Travel Assistance Center (TAC). This includes managing high-volume, multi-tiered customer support operations across phone, chat, and e-ticket channels, ensuring 24/7/365 service delivery to DoD travelers and administrators worldwide. 

As a manager you will bring considerable technical expertise to deliver effective solutions to clients.

•Manage day to day interactions with current and prospective clients.
•Manage and deliver components of client engagements. 
•Develop and maintain contact with decision makers at key clients; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies 

Professionals will focus on key client issues that are at the core of the business by integrating our industry expertise with deep technical and operational transformation capabilities.

• Manage daily TAC operations, including call center, chat support, and e-ticket workflows. 
• Ensure compliance with Service Level Agreements (SLAs), including call/chat wait times, resolution rates, and customer satisfaction metrics. 
• Supervise TAC analysts and helpdesk managers. 
• Oversee the implementation and maintenance of the Automated Call Distribution (ACD) and Ticket Management System (TMS), ensuring integration with DTMO systems. 
• Monitor and report on metrics. 
• Coordinate with Immersion’s PM and DTMO’s PM on system updates, outages, and customer notifications. 
• Ensure quality assurance. 
• Support quarterly reviews and transition planning. 

Qualifications 

• Minimum 5 years of experience managing a high-volume, multi-tiered assistance/support center 
• Bachelor’s Degree in a related field. Experience may substitute education requirements.  
• Proficiency with call center technologies and ticketing systems 

Preferred Qualifications 

• Familiarity with the Defense Travel System (DTS) TraX, Joint Travel Regulations (JTR), Government Travel Charge Card (GTCC) programs, and DoD Travel Policies 
• ISO 9001 Training to be completed by employee after onboarding.