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CSRA/GDIT requires self-motivated, independent working operations manager to provide operations support at the CSRA/GDIT data collection facility in Buenos Aires, Argentina.
Experience in union management and negotiations is required.
Experience in managing a high profile customer, facilities, and subcontractors is a must.
SPOC/Operations Manager will be managing the day-to-day coordination with the consular personnel at the US Embassy Buenos Aires and the staff who are employed there.
The SPOC/Operations Manager will also manage the day-to-day operations at the CSRA/GDIT OFC facility in Buenos Aires.
Experience in union management and negotiations is required.
Applicants must be fluent in English and Spanish.
Must be able to pass comprehensive security background investigations, but do not have to be US citizen.
SPOC/Operations Manager will work on site from the OFC daily.
Essential Job Functions
The SPOC/Operations Manager is responsible for building and maintaining relationships and communication with the US Embassy in Buenos Aires to provide a high level of service and maintain customer satisfaction.
Primary face-to-face representative to the U.S. Embassy/consulate for CSRA/GDIT, Build strong relationship with the Diplomatic Mission.
Manages customer relationship while ensuring adherence to the contract, local laws and company policies and processes.
Ensures positive customer satisfaction from Local and Headquarter Department of State Staff.
Works with local consular staff to understand service issues/improvements and recommend appropriate courses of action.
Coordinates directly with the US Department of State Consular Manager on standard procedures such as documents required, application procedures, handling of emergency cases, etc.
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Resolve the complaints received from the Mission and provide solutions within the scope of the contract.
Train and manage the team of Greeters who work at the US Embassy and operate the OFC.
Receive training and become knowledgeable in areas concerning US visa law and application process.
Ensure contractual compliance, fraud prevention, and security procedures are being followed, ensure all employees participate in the mandatory annual trainings.
Ensure liaison is maintained with our call centers (located in other geographic areas).
Overseeing call center quality, perform quality control checks/call monitoring, etc.
Resolve customer service issues as they concern the quality of services offered to the applicants by the Mission (i.e. investigate complaints for validity and take appropriate action to improve service, etc.).




Coordinate public relations efforts if/when requested by Consular Managers (such as giving presentations to exchange organizations, chambers of commerce, etc.).
The SPOC/Operations Manager is also responsible for the management and day-to-day operations of the Off-site Facilitation Center.
He/She must ensure that the OFC operations comply with all requirements of the contract and satisfies all expectations of the supported US Embassy consular services operations.
Main responsibilities
Ensure that the OFC operates effectively, providing quality service to all Visa applicants while maintaining compliance with the provisions of the contract, CSRA/GDIT policies and procedures and governing laws of host country.
Recruit, train, and manage staff to support OFC operations.
Promptly address and report performance issues and develop/implement corrective actions plans.
Provide accurate reports according to predetermined schedules.
These include, but are not limited to:
Monthly templates/reports for various Service Level Agreements (SLAs)
Monthly status reports
Other ad-hoc reports that may be required by the client, the Post and/or CSRA/GDIT's Program Management Office (PMO).
Manage all facility-related matters to include physical and personnel security.
Manage labor, facility and expense budgets as provided by and under the direction of the CSRA/GDIT Task Order Manager and elaborate budget estimates, as requested.
Coordinate with CSRA/GDIT IT team to ensure that all equipment is operated and maintained properly.
Report network, system and operational issues on a timely manner.
The SPOC/Operations Manager reports to the CSRA/GDIT Task Order Manager located in Argentina.
The SPOC/Operations Manager primary responsibility is to supervise the entire OFC operations and assure the accurate and timely processing of biometric related data and documents.
He/she is responsible for recruiting, training and managing all the personnel, including the front and back-office staff and the security staff.
Due to seasonal peaks in volumes of applicants, the SPOC/Operations Manager must ensure that staffing requirements are planned and forecasted to support the variable workloads.
The SPOC/Operations Manager's day-to-day duties include,



but not limited to attending meetings with the Mission and CSRA/GDIT Task Order Manager to discuss service levels; managing the OFC budget, coordinating with and managing suppliers and/or subcontractors who are supplying services to the OFC, i.e. courier service, bank institutions, building maintenance crew, etc.
Experience with Microsoft Office Suite.
The SPOC/Operations Manager must be fluent in English and Spanish.
Written and oral communications skills must be excellent.
Must be able to plan and organize work schedules to meet client's requirements.
Advanced computer skills in the Microsoft family of Windows based software are essential.
This includes Word, Excel, PowerPoint, and Internet research skills.
Experience in public relations, project management, and basic accounting skills are a plus.
Position is in a high visibility area and requires a mature self-starting individual with the ability to learn new skills, management techniques, procedures, work independently and as a team member.
Basic Qualifications
Bachelor's degree or equivalent combination of education and experience
Bachelor's degree in business administration or related field preferred
Nine or more years of progressive management or operations experience
Experience in union management and negotiations is required
Experience working with customer technology and support requirements
Experience working with generally accepted accounting principles and accounting software
Additional Qualifications
Strong organization and time management skills
Strong interpersonal and presentation skills for interacting with team members and clients
Strong analytical and problem-solving skills
Strong human relations skills to select, develop, mentor, discipline and reward employees
Strong communication skills; fluent in English and Spanish (speak, read, write)
Strong leadership skills, proven ability to lead a team of 30 people or more
Excellent presentation and communication skills
Ensures commitments and deliverables are met on time
Demonstrated ability to excel in the following areas:
Customer Service
Conflict Management
Analytical and Trend analysis
Communication/Presentation
Project Management
Ability to work in a team environment
Results oriented and customer focused
Outstanding analysis and problem-solving skills
Challenges others to develop as leaders while serving as a role model and mentor
Identifies opportunities for improvement and makes constructive suggestions for change
PMP certification is a plus
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📌 Operations Manager (Spoc) | Buenos Aires, Argentina
🏢 General Dynamics Information Technology
📍 Buenos Aires