Deputy Task Order Manager

Position Description:

CGI Federal has been awarded the U.S. Department of State’s Bureau of Consular Affairs Global Support Strategy (GSS) program, under GSS 2.0. Under this program, CGI Federal provides essential consular support services to U.S. embassies and consulates worldwide. CGI Federal has been awarded a contract from the U.S. Department of State to implement the Global Support Strategy (GSS) program in the SEAsia Task Order. The GSS contract will provide support operations for nonimmigrant and immigrant visas as well as American citizen services at United States Consulates and Embassies. These services include but are not limited to public inquiry services, appointment services, fee collection services, document delivery services and greeter services. The Deputy Task Order Manager (DTOM) will serve as the primary support to the Task Order Manager (TOM) with high visibility on the task order operations. The primary areas of responsibility include vendor management; stakeholder coordination; management of contractual requirements; process improvement and standardization, reporting and documentation; and additional responsibilities under the purview of the Task Order Manager. Supervision will be provided by the Task Order Manager. However, this position requires significant ability to operate and excel independently.

Your future duties and responsibilities:

• Vendor Management and Oversight

  • Coordinate with respective vendors to ensure processes are followed as stipulated in the Contract.
  • Monitor vendor adherence to contractual requirements and report deviations.
  • Assist in coordinating calls with vendors to address service issues and improvement actions.
  • Track and validate the implementation of corrective action plans.

• Stakeholder Coordination

  • Coordination with the U.S. Embassy or Consulate on an as needed basis.
  • Maintain regular, proactive communication with consular managers to provide updates and clarify operational questions.
  • Support the Task Order Management (TOM) by preparing materials, briefings, and summaries for meetings with the client.

• Management of Contractual requirements

  • Oversee and monitor all services within the contract including Information services, Appointment Services, Fee Collection services, Document Delivery services and Greeter services.

• High-Level Operational Coordination

  • Monitor daily operations across posts and alert the TOM of emerging issues before they escalate.
  • Track regional performance metrics, Service Level Agreements (SLA), and service delivery trends, identifying risks early.
  • Ensure consistent application of procedures across all posts.

• Internal Team Coordination & Support

  • Serve as the main point of contact for country and post Single Points of Contact (SPOCs) and country operations managers needing guidance or escalation support.
  • Coordinate coverage plans for SPOCs and managers during leave, ensuring continuity of operations.
  • Support onboarding, training, and coaching of new SPOCs or country managers.

• Process Improvement & Standardization

  • Identify inefficiencies in workflows and propose improvements to both the TOM and the operational teams.
  • Harmonize procedures across posts and ensure updates are properly documented and communicated.
  • Help refine internal reporting formats, checklists, and operational guidance.

• Reporting & Documentation Support

  • Draft and review first-level versions of operational reports, incident logs, survey summaries, and performance analysis from SPOCs for TOM review.
  • Ensure timely collection and consolidation of inputs from SPOCs and vendors.
  • Maintain accurate documentation for audits, quality checks, and contract compliance.

• Surveys & Customer Feedback

  • Manage and monitor both client and customer satisfaction surveys.
  • Analyze survey data to identify trends and areas needing improvement.
  • Coordinate follow-up actions with posts, vendors, and the TO team and track their implementation.

• Incident Management & Follow-up

  • Oversee incident report creation, ensuring completeness, clarity, and proper categorization.
  • Follow up with posts, vendors, and TO team to gather missing details and corrective steps.
  • Ensure incidents are closed out with proper documentation and communicated as required.

• Continuity of Operations / Backup Role

  • Serve as the TOM’s delegate during leave or travel, ensuring seamless operational continuity.
  • Act as POC for colleagues when they are unavailable.
  • Maintain oversight of all urgent matters until the TOM returns or the issue is resolved.

• Clearance Management

  • Ensure all employees obtain and maintain the required RSO clearance in accordance with the defined contractual agreements and compliance requirements.

Required qualifications to be successful in this role:

Supervision Received

• Supervision will be provided by the Task Order Manager. However, this position requires significant ability to operate and excel independently. Qualifications and Skills

• Education

  • Bachelor’s or master’s degree in any relevant field (advanced degree and/or PMP preferred) Professional Experience
  • Eight (8) years of progressive experience managing the implementation, execution, and oversight of programs, including two (2) years leading diverse teams to foster customer service, innovative solutions, and proactive communication.
  • Experience in client relations and customer service management.
  • Call center experience valued.
  • Experience in drafting concise written reports.
  • Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, Share Point, and PowerPoint).
  • Experience using Microsoft Dynamics is preferred Language Skills

• Proficient in written and spoken English and local language (if relevant) Interpersonal Skills

• Ability to work independently while being part of a virtual, effective team.

• Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.

• Flexibility in work hours and full availability during work week.

• Excellent oral and written communication skills.

• Ability to conduct research to solve problems and execute solutions.

• High level of punctuality, work ethic and discretion.

• Superior organizational skills, high level of punctuality, work ethic and discretion.

• Ability to build and maintain effective relationships with the client, team members, and various service vendors.

Skills:

• Project Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.