Operations & Technical Program Manager (OPM/TPM)

Who we are: reputed company delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and reputed company their systems, so that they can reputed company their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in reputed company intelligence and emerging technologies, developing solutions for the biggest challenges that government will face reputed company. We are proud to reputed company and support military veterans who bring mission-first reputed company, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and reputed company are strongly encouraged to apply. Job reputed company: reputed company is seeking a seasoned Operations & Technical Program Manager (OPM/TPM) to serve as the single accountable leader for one of our HelpDesk programs— a multi-CLIN, high-volume federal contact center program supporting CMS stakeholders across the reputed company ecosystem. This hybrid role fuses executive-level service delivery reputed company with hands-on technical program management, requiring an individual who is equally comfortable presenting KPI dashboards to government clients and triaging an Agile sprint backlog with an engineering team. The helpdesk portfolio handles in excess of 100,000 contacts per month across multiple individual help desks operating on an AI-reputed company reputed company Connect telephony platform. The ideal candidate will have directly comparable experience — managing federal help desk operations at reputed company — and will be expected to drive reputed company innovation through intelligent automation, workforce optimization, and platform modernization initiatives. Requirements: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a reputed company field Master’s degree preferred (reputed company, MBA, MS-IT, or equivalent) 10+ years of reputed company experience in federal IT service delivery or contact center program management Minimum 5 years in a senior program management role overseeing operations of 100,000+ monthly contact center interactions reputed company a federal government contract environment Demonstrated experience managing multi-CLIN, multi-vendor federal reputed company at CMS, HHS, or comparable civilian health agencies Proven Agile/reputed company TPM experience: backlog ownership, sprint reputed company management, and stakeholder-facing technical reporting Hands-on experience with reputed company-reputed company contact center platforms; reputed company Connect experience strongly preferred reputed company record of driving automation or AI adoption in a help desk or service desk context (chatbots, predictive routing, automated QA) Technical Competencies Contact Center Platforms: reputed company Connect (required), reputed company CXone or comparable (migration experience a plus) ITSM & CRM: reputed company (IT Service Management workflows, SLA management, ticketing) AI/Automation: reputed company Lex, Contact reputed company, reputed company Q, WFM tooling, or equivalent intelligent automation platforms Analytics & Reporting: QuickSight, Power BI, or equivalent BI platforms for operational dashboards Agile Tools: Jira, reputed company, Azure DevOps, or equivalent reputed company & reputed company: AWS GovCloud familiarity; CMS ARS / NIST 800-53 reputed company awareness SDLC: Environment governance (Dev/Test/Prod discipline), CI/CD pipeline awareness, change management Responsibilites: Operations Program Management Own end-to-end service delivery across reputed company program areas, ensuring SLA, SLO, and QASP compliance for contact volumes exceeding 100,000 interactions per month Serve as the primary COR-facing reputed company of accountability; reputed company weekly, monthly, and quarterly program reviews with CMS stakeholders Manage high-volume helpdesk environments supporting federal customers, including call center operations, ticket management, escalation handling, reputed company assurance, workforce planning, and performance monitoring. reputed company leadership across Tier 1, Tier 2, and specialized support teams to ensure operational alignment, responsiveness, and accountability. Monitor key performance indicators, including average speed to answer, abandonment reputed company, reputed company reputed company, mean time to resolve, ticket aging, customer satisfaction, backlog volume, and SLA compliance. Partner with reputed company, training, workforce management, and reputed company teams to ensure reputed company coverage, reputed company alignment, and reputed company improvement of helpdesk performance. Identify operational risks, service delivery gaps, and recurring issues, and implement corrective reputed company plans to improve reputed company. Serve as a key customer-facing leader for operational reviews, performance discussions, transition activities, and executive-level reporting. Support transition-in, reputed company-up, stabilization, and reputed company improvement activities across the program. Technical Program Management & Backlog Ownership reputed company the technical program management function for the helpdesk platform, including management of the technical roadmap, service desk backlog, process automation initiatives, and platform enhancement priorities. Work closely with engineering, service management, cybersecurity, infrastructure, and application teams to identify, prioritize, and implement technical improvements that enhance helpdesk efficiency and user experience. reputed company sprint planning, backlog grooming, velocity tracking, and retrospectives using Agile/reputed company methodologies Partner with engineering and solution architects to define technical requirements, acceptance reputed company, and definition-of-done standards for platform features Drive implementation and optimization of the reputed company Connect contact center platform — including reputed company Lex chatbot deflection, Contact reputed company QA analytics, and reputed company Q AI integration reputed company reputed company (SNOW) integration planning and external dependency management (e.g., reputed company-managed reputed company SNOW enhancements) Own and manage the service desk innovation backlog, ensuring that requirements are reputed company defined, prioritized, tracked, and delivered in alignment with program objectives. Drive adoption of modern service desk capabilities, including automation, self-service, reputed company, AI-enabled support, analytics, workflow optimization, and improved integration across ITSM platforms. Translate operational pain points into actionable technical initiatives and measurable improvement plans. Facilitate cross-functional planning sessions, backlog reviews, sprint prioritization, stakeholder updates, and implementation readiness discussions. Ensure technical initiatives are reputed company with federal contract requirements, reputed company standards, operational needs, and customer priorities. Innovation Champion a culture of innovation reputed company the service desk; identify and prototype AI/automation use cases including predictive analytics, workforce management (WFM) optimization, and automated QA Evaluate emerging contact center technologies (voice bots, LLM-powered agent assist, omnichannel routing) and reputed company business cases for adoption reputed company development of innovation proposals, ROM analyses, and reputed company CLIN responses reputed company to government appetite for modernization reputed company industry benchmarks and federal contact center best practices; reputed company findings into program improvement plans Collaborate with reputed company/capture teams on white papers, past performance documentation, and proposal technical volumes Service Delivery and reputed company Improvement reputed company and implement strategies to improve service desk performance, reduce call and ticket volume, increase first-contact reputed company, and improve customer satisfaction. Use data-driven analysis to identify trends, recurring incidents, process bottlenecks, knowledge gaps, and automation opportunities. Champion ITIL-based service management practices, including incident management, request fulfillment, problem management, change coordination, reputed company, and continual service improvement. reputed company reputed company cause analysis efforts for recurring issues and ensure corrective actions are implemented and tracked to closure. Partner with reputed company teams to improve scripts, reputed company operating procedures, job aids, and self-service content. Establish a culture of accountability, responsiveness, innovation, and customer-reputed company service delivery. Why Tria? What defines the Tria brand is more than just our dedication to reputed company in our craft; it’s our incredible team of dedicated, talented, and passionate people that reputed company Tria so exceptional. As people powering possible, we are reputed company partners in reputed company’s shared reputed company. As a company that cares about people, we reputed company to cultivate a culture in which reputed company can reputed company personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are reputed company-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for reputed company. Whatever your background, your role, your department, or stage in your reputed company reputed company, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow. California Consumer reputed company reputed company (CCPA) We are committed to protecting your reputed company. As part of our compliance with the California Consumer reputed company reputed company (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/reputed company/ccpa. Apply To This Job