Note: The job is a remote job and is open to candidates in USA. ITCON Services is a consulting firm delivering technology and management solutions to federal clients. The Program Manager will lead a large-scale federal contact center program, overseeing contract execution, operations, workforce readiness, facilities, finances, compliance, and service delivery while serving as the primary client contact.
Responsibilities
- Serve as the overall Program Manager for the contract and primary point of contact for the federal client
- Lead the planning, execution, and successful delivery of all contractual requirements and program objectives
- Oversee day-to-day contact center operations, ensuring consistent, high-quality service delivery and operational readiness
- Provide oversight of contact center facility operations, ensuring facilities, personnel, processes, and resources are prepared to support program requirements
- Lead staffing and workforce strategy, including resource allocation, workforce readiness, performance management, and coordination across multiple teams and shifts
- Manage and provide leadership to large, geographically distributed teams, functional leaders, and subcontractors
- Monitor operational performance against established SLAs, KPIs, quality standards, and customer service requirements
- Analyze performance trends, identify operational risks and service gaps, and implement corrective actions and continuous improvement initiatives
- Oversee financial management of the program, including budgeting, forecasting, cost control, and resource management
- Ensure compliance with contract requirements, federal regulations, security requirements, policies, procedures, and company standards
- Develop and deliver executive-level reports, performance updates, and recommendations to client and company leadership
- Facilitate effective communication among client representatives, program leadership, subcontractors, and internal stakeholders
- Identify, escalate, and resolve contract and operational issues efficiently while minimizing impact to service delivery
- Maintain program readiness and support operational requirements outside of standard business hours when necessary
Skills
- The ideal candidate is an accomplished federal program leader with direct experience managing large-scale contact/call center operations and a proven ability to lead complex, distributed teams while meeting contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and customer service requirements
- Proven experience managing large, complex federal contracts or programs
- Demonstrated experience leading large-scale contact/call center operations
- Experience managing contact center facilities, staffing, workforce readiness, service delivery, and operational performance
- Experience leading large, distributed and/or multi-shift operational teams
- Demonstrated experience managing performance against SLAs, KPIs, quality standards, and customer satisfaction metrics
- Strong understanding of workforce planning, performance management, operational risk, quality assurance, and continuous improvement
- Demonstrated financial management experience, including budgeting, forecasting, cost management, and resource allocation
- Strong federal customer and stakeholder management experience with the ability to communicate effectively with senior government and corporate leadership
- Experience managing cross-functional teams and subcontractor relationships
- Excellent oral and written communication skills
- Strong organizational, analytical, decision-making, and problem-solving skills
- Ability to effectively prioritize workloads and manage competing demands in a mission-critical environment
- Advanced proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint
- 15+ years of progressive program, operations, or senior management experience
- Direct experience leading and managing large-scale contact/call center operations is required
- Experience overseeing contact center facility operations, staffing, workforce readiness, and service delivery is required
- Experience managing complex federal contracts or programs
- Experience managing large, distributed and/or multi-shift teams
- High School Diploma or equivalent required
- U.S. Citizenship required
- Must be eligible to obtain and maintain a Client Public Trust clearance and PIV card
- Bachelor's degree in Business Administration, Management, Information Technology, or a related field
- Project Management Professional (PMP) certification or equivalent
- Previous experience supporting Client or other large federal civilian programs
- Experience leading high-volume and/or 24/7 contact center operations
- Experience with federal contract compliance, quality assurance, risk management, reporting, and audit readiness
- Experience implementing operational and process improvement initiatives within large-scale service delivery environments
Benefits
- Opportunity to lead a mission-critical federal program.
- High-visibility leadership role with direct client engagement.
- Collaborative and supportive team environment.
- Competitive compensation and benefits.
- 100% remote flexibility.
Company Overview