Program Manager (Contact Center)

About the Role

Key Responsibilities

• Meet with clients to gain feedback on team performance and take action to address gaps, if any.
• Mitigate risks, controls costs and schedule variance, and effectively manage large scale, integrated projects.
• Meet budgetary objectives and make adjustments to project constraints based on financial analysis.
• Work with the team to develop comprehensive project plans to be shared with clients as well as other staff members.
• Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework.
• Manage and oversee subcontractors, as well as full time employees. Direct the work of employees assigned to the program from technical and administrative areas.
• Direct all phases of the program from inception through completion. Responsible for the cost, schedule and technical performance of the program.
• Participate in the negotiation of contract and contract changes.
• Coordinate the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract.
• Act as primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance.
• Establish milestones and monitor adherence to master plans and schedules, identify program problems and obtain solutions, such as allocation of resources or changing contractual specifications.
• Review status of projects and budgets, manage schedules, and prepare status reports.
• Assess project issues and develop resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
• Develop mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, clients and other stakeholders.

Requirements

• Demonstrated knowledge and experience in program and account management.
• Bachelor's degree in a relevant field.
• A minimum of seven years of management experience using ITIL/ITSM frameworks for a Federal Government contract(s).
• Minimum of three years managing and leading remote and geographically dispersed operations and engineering staff of varying skill levels, in a project environment.

Nice to Have

• Recent (within last five years), experience leading contact center service delivery leveraging automation such as AI Chatbots, large language models, and robotic process automation.
• Experience utilizing metrics and data in order to drive program strategy.
• Experience implementing SLAs and performance metrics on a contact center program.
• Active Project Management Institute (PMI) Project Management Professional (PMP) or Program Management Professional (PgMP) certification.
• Experience managing a blank purchase agreement (BPA) or indefinite delivery / indefinite quantity (IDIQ) program with multiple call orders / task orders.

Qualifications

• Bachelor's degree in a relevant field.
• 7+ years of related management experience.
• Experience with ITIL/ITSM frameworks for federal contracts.

Benefits & Perks

• Full-flex work week to own your priorities at work and at home.
• 401K with company match.
• Comprehensive health and wellness packages.
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities including paid education and certifications.
• Cutting-edge technology you can learn from.
• Paid vacation and holidays.
• Salary range: $158,846 - $214,910, based on experience, location, and contractual requirements.