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Job Description

The Fairfax Workstream Lead is responsible for the day-to-day operational leadership, workforce management, customer support coordination, and continuous improvement of Fairfax escort operations. This role serves as a primary liaison between program leadership, operators, shift supervisors, customer stakeholders, and supporting workstreams to ensure consistent service delivery, operational readiness, and workforce effectiveness.

Key Responsibilities

• Lead day-to-day Fairfax escort operations across multiple shifts and workstreams
• Manage monthly staffing schedules to ensure adequate operational coverage
• Monitor staffing levels, personnel availability, holiday coverage, inclement weather readiness, and surge support requirements
• Serve as a primary escalation point for operator, customer, and operational issues
• Monitor operational queues, incidents, alerts, and service health dashboards to ensure timely response and resolution
• Coordinate responses to operational impacts, outages, and service disruptions while ensuring appropriate escalation paths are followed
• Join and coordinate bridge calls supporting active incidents, outages, and customer escalations as necessary
• Oversee White Glove operations, high-severity incident requests, on-call schedules, and weekend coverage rotations
• Manage Shift Supervisors and Technical Leads to manage operational priorities and unresolved work items
• Workforce Management & Personnel Leadership Track onboarding, training, and workforce readiness activities for new team members
• Track workforce staffing requirements, recruiting activities, hiring efforts, interviews, and personnel allocations
• Manage shift changes, workstream transfers, schedule modifications, and staffing requests
• Support performance improvement initiatives, employee development, mentoring, and career growth activities
• Manage workforce audits, quality reviews, and operational scorecard reporting
• Proactively identify workforce concerns and partner with leadership to drive appropriate actions and resolutions
• Serve as a Fairfax Business Continuity Planning (BCP) Coordinator and support execution of continuity procedures during operational disruptions
• Coordinate personnel accountability, failover activities, communications, and resource allocation during continuity events
• Ensure operational response procedures are followed for incidents impacting Fairfax services
• Manage coordination of high-severity incidents and Requests for Assistance (RAs), ensuring response timelines and support obligations are met
• Support root cause analysis, lessons learned activities, and corrective action tracking following major incidents
• Maintain and oversee Azure DevOps (ADO) boards, task assignments, project tracking, and action item management
• Develop and maintain operational documentation, knowledge articles, standard operating procedures, and process guides
• Track program deliverables, operational metrics, and key performance indicators (KPIs)
• Prepare and deliver weekly operational reviews, monthly business reviews (MBRs), and executive status reports4
• Support customer communications, leadership briefings, operational reporting, and presentation development
• Ensure knowledge repositories remain current, accurate, and aligned with operational requirements
• Technical Operations & Process Improvement Participate in technical operations reviews and cross-functional leadership meetings
• Partner with technical leads to support operational readiness, system changes, and service improvements
• Monitor service health, tool performance, operational alerts, ticket queues, and workload trends
• Coordinate support for operational impact investigations, volume surges, customer escalations, and outage response activities
• Identify opportunities to improve efficiency through automation, process optimization, reporting enhancements, and standardization
• Support implementation of AI and automation solutions using Microsoft Copilot, Power Automate, Power Apps, Power BI, and related Microsoft technologies to improve operational effectiveness and reduce manual effort
• Support planning and execution of employee engagement activities, team events, recognition programs, and workforce initiatives
• Foster a collaborative, customer-focused, and high-performing team culture
• Promote adherence to operational standards, compliance requirements, and program expectations

Here's What You Need

• Bachelor's degree or equivalent experience
• 5+ years of experience in operations leadership, workforce management, program management, service delivery, or related fields
• Experience leading operational teams in a fast-paced, customer-facing environment
• Strong knowledge of workforce scheduling, staffing coordination, resource management, and personnel administration
• Experience managing operational escalations, incident response, or service delivery functions
• Advanced proficiency with Microsoft Office 365, including Excel, Outlook, PowerPoint, Teams, SharePoint, and related collaboration tools
• Experience developing operational metrics, reports, dashboards, and executive presentations
• Ability to work on-site and support occasional after-hours or weekend operational requirements
• Must be willing and able to travel locally between customer and program sites as needed to support operations, personnel management, training, and incident response activities

Bonus Points If You Have

• Familiarity with Azure Incident Management (IcM), Azure DevOps (ADO), service health monitoring tools, and operational escalation processes
• Experience supporting business continuity planning and operational resilience activities
• Experience implementing automation and AI-enabled workflow improvements through Microsoft Power Platform and Microsoft Copilot solutions. Supervisory, team lead, or people management experience

Security Requirements

• U.S. Passport Required
• Must have an active TS/SCI with polygraph

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:$116,900—$243,100 USD What We Believe As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on. Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement. Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women. Requesting An Accommodation Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter. Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.