Описание

ITCON Services is seeking an experienced Program Manager to serve as the senior delivery leader for a large-scale, AI-enabled omnichannel contact center supporting a federal customer. This role is responsible for the integrated management and successful execution of the Customer Quality Assurance (CQA) program, providing a single point of accountability for program delivery, performance, and customer satisfaction. The Program Manager will lead the Contractor Program Management Office (PMO), oversee cross-functional teams and subcontractors, and ensure all contractual, operational, technical, and performance requirements are met.

Responsibilities

Provide overall leadership, governance, and management of the CQA program
Serve as the primary point of contact for Government stakeholders and executive leadership
Manage program scope, schedule, budget, quality, risks, issues, deliverables, and contractual performance
Oversee the integration of: AI-enabled contact center technologies, Omnichannel customer experience operations, Workforce mobilization and staffing, Security and compliance activities, Testing and quality assurance, Transition-in and transition-out efforts
Direct and monitor subcontractor and partner performance to ensure alignment with program objectives
Track and manage Service Level Agreements (SLAs), Quality Assurance Surveillance Plan (QASP) requirements, corrective action plans, and key performance metrics
Lead executive reviews, readiness assessments, operational reviews, and customer briefings
Ensure successful execution during steady-state operations, peak demand periods, and surge requirements
Drive continuous improvement initiatives to enhance service delivery, customer experience, and operational efficiency
Maintain proactive communication with stakeholders regarding risks, issues, milestones, and program performance

Requirements

Bachelor's degree in Business, Information Technology, Management, or a related field (or equivalent experience)
10+ years of progressively responsible federal program management experience
Demonstrated experience managing large, complex contact center, customer experience (CX), business process outsourcing (BPO), or technology-enabled service delivery programs
Strong experience managing Government clients, stakeholder relationships, and subcontractor teams
Proven expertise in: Cost management, Schedule management, Risk management, Quality assurance, Performance management
Exceptional leadership, communication, and organizational skills
Ability to manage multiple priorities in a fast-paced, mission-critical environment

Nice to have

Project Management Professional (PMP) certification
Experience supporting federal customer contact center operations
Experience leading AI-enabled, digital transformation, or omnichannel customer experience initiatives
Knowledge of federal acquisition and performance management practices

We offer

Collaborative environment, leadership opportunities, and the chance to make a meaningful impact on large-scale government programs
Full Time employment
Remote work
Salary: $150,000 - $180,000/yr