Process Manager

This job opportunity is part of an RFP process; candidates are invited to submit their resumes detailing relevant experience.

Location: Bethesda, MD (Hybrid)

Clearance: Ability to obtain Public Trust

LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and Human Services (HHS) and the NIH ecosystems. We support IT organizations by bringing precision technology and operation models that achieve mission capabilities and performance success.

Position Overview:

We are seeking an experienced Process Manager to serve under a federal IT contract. The Process Manager will be responsible for designing, implementing, optimizing, and managing CRM-related IT service management processes in alignment with ITIL best practices. This role requires excellent leadership, communication, and analytical skills to ensure seamless operations, high levels of customer satisfaction, and continuous process improvement across the CRM landscape.

Key Responsibilities:

• Serve as the primary lead for process development and management within the CRM environment.
• Oversee and optimize end-to-end CRM processes, including incident, problem, change, and configuration management.
• Align CRM workflows and service delivery practices with ITIL and organizational standards.
• Support and enforce compliance with Service Level Agreements (SLAs), reporting on adherence and improvement opportunities.
• Facilitate and lead process improvement initiatives using data-driven approaches.
• Collaborate with the Program Manager, Project Manager, and Service Level Manager to ensure cohesive planning and execution across contract objectives.
• Act as the liaison between end users, technical teams, and management to communicate process expectations and performance.
• Provide subject matter expertise for CRM tools and technologies in support of clients business operations.
• Participate in the development and review of technical documentation, including SOPs, process flows, and training materials.
• Ensure the integration of CRM processes with broader IT operations, infrastructure, and digital services.
• Ensure real-time monitoring and rapid response to CRM system issues as part of 24/7 support expectations.
• Contribute to the development of the Task Order Management Plan and progress reporting related to CRM initiatives.
• Participate in Earned Value Management System (EVMS) reporting and CPIC reporting activities as they relate to CRM processes.

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field.
• Minimum of 5 years of experience managing or optimizing CRM processes in an enterprise IT environment.
• Demonstrated expertise in ITIL-based process development and CRM service management.
• Proven experience with CRM platforms such as Salesforce, Microsoft Dynamics 365, or equivalent.
• Strong understanding of Federal IT environments, compliance, and service delivery expectations.
• Experience with monitoring tools, service management systems (e.g., ServiceNow, Jira), and data analytics for process improvement.
• Ability to communicate clearly with both technical and non-technical stakeholders.

Preferred Qualifications:

• ITIL Foundation Certification (required); ITIL Practitioner or Service Manager certification (preferred).
• PMP Certification or equivalent program/project management credential.
• Experience in Federal government contracting and reporting standards, including EVMS and CPIC.
• Familiarity with NIH systems and organizational structure is a strong plus.

Compensation and Benefits

The projected compensation range for this position is $100,000 to $160,000 per year benchmarked in the Washington, D.C. metropolitan area. The target salary is $130,000. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.