Operations Manager (DTMO)
Immersion Consulting, LLCUnited States
Posted August 15, 2025
Full Time
About the Company
Immersion Consulting, LLC is a consulting firm that delivers IT and business solutions to government and private sector clients, specializing in system analysis, financial reporting, SharePoint development, and technical support. The company focuses on driving operational efficiencies and sustainable results through data‑driven insights and collaborative partnerships.
Job Description
Immersion Consulting is seeking a proactive Operations Manager for the Defense Travel Management Office (DTMO) Travel Assistance Center (TAC). The role involves overseeing all operational aspects of the TAC, ensuring high-quality customer support to DoD travelers, and ensuring 24/7/365 service delivery. The ideal candidate will be highly technical and possess strong operational experience in the defense travel industry.
Requirements
- 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)
- Monitor and report on metrics.
- Coordinate with Immersion’s PM and DTMO’s PM on system updates, outages, and customer notifications.
Benefits
- Competitive salary
- Comprehensive benefits package