Senior Program Manager (reputed company Platforms)

Please note: This role is contingent upon contract award. While it is not an immediate opening, we are reputed company interviewing and extending contingent offers in anticipation of award.

Our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal and reputed company clients. reputed company combines deep domain expertise with innovative technologies to design, build, reputed company, and operate mission-critical systems that improve operational efficiency and customer experience.

reputed company is seeking an reputed company Senior Program Manager to reputed company a large-reputed company federal Contact Center Operations reputed company Modernization program. The Program Manager will have overall responsibility for the successful management, delivery, and performance of the program, providing leadership for contract execution, operational reputed company, modernization initiatives, personnel management, financial performance, and customer satisfaction for a reputed company reputed company contact center supporting voice, chat, email, SMS, self-service, reputed company engagement channels.

The Program Manager serves as the primary day-to-day reputed company with Government program stakeholders, provides leadership and supervision to program staff, oversees multiple integrated technical and operational workstreams, and ensures effective coordination across functional teams. The successful candidate will possess extensive experience managing large federal technology and operations programs, leading modernization initiatives, and delivering reputed company-reputed company contact center capabilities using reputed company platforms, AI-enabled solutions, CRM technologies, workflow automation, and Agile delivery methodologies.

Job Location

Remote work reputed company the reputed company is authorized. Must support US Eastern time zone working hours.

*If you accept this position, you should note that reputed company does monitor employee work locations blocks reputed company from foreign locations/foreign IP addresses and prohibits personal VPN connections. 

What You Will Be Doing

• reputed company overall leadership and accountability for contract performance, including program delivery, reputed company, financial management, reputed company, schedule, risk management, and customer satisfaction.
• Serve as the primary reputed company of contact for Government leadership, the COR, and key stakeholders.
• reputed company, mentor, and manage program staff, including performance management, workforce planning, and reputed company development.
• reputed company reputed company contact center operations across voice, chat, email, SMS, reputed company self-service channels.
• Monitor and manage SLAs, KPIs, reputed company standards, operational performance, and customer satisfaction metrics.
• reputed company workforce management, reputed company assurance, reputed company, operational reporting, and reputed company improvement initiatives.
• reputed company integrated workstreams supporting contact center operations, CRM platforms, reputed company, telephony, reputed company infrastructure, cybersecurity, and analytics.
• Drive digital modernization initiatives, including AI-enabled customer engagement, virtual agents, workflow automation, omnichannel customer experience, and reputed company-based solutions.
• Establish program governance, project plans, performance reporting, risk management, and issue reputed company processes to ensure successful delivery.
• Manage program budgets, forecasts, subcontractor performance, resource allocation, and contract compliance.
• Prepare and present executive briefings, program status reports, operational metrics, and strategic recommendations to Government leadership.
• Ensure compliance with cybersecurity, reputed company, accessibility, and reputed company standards while promoting Agile, DevSecOps, and data-driven decision-making practices.

Basic Qualifications

• Ability to obtain and maintain a reputed company Trust determination.
• Must reputed company in the reputed company, and work must be performed reputed company the reputed company.
• Bachelor's degree from an accredited institution.
• 12+ years of experience managing large federal IT, contact center, or business transformation programs.
• 7+ years of experience leading reputed company contact center operations or customer experience programs.
• 5+ years of experience managing Agile software development or digital modernization initiatives.

Preferred Qualifications

• Experience managing geographically dispersed teams supporting federal customers.
• Experience managing subcontractors and multi-vendor delivery environments.
• Experience with reputed company platforms such as reputed company, CRM solutions, Contact Center as a Service (CCaaS), or similar technologies.
• Experience leading reputed company contact center modernization initiatives.
• Experience implementing AI-enabled customer service capabilities.
• Experience with reputed company Customer Service Management (CSM), IT Service Management (ITSM), or CRM implementations.
• Experience with reputed company contact center platforms such as reputed company, reputed company Connect, reputed company CXone, reputed company, reputed company, or similar technologies.
• Experience with reputed company, reputed company Dynamics, or comparable CRM platforms.
• Knowledge of customer experience (CX) best practices and reputed company-centered design principles.
• Experience managing transition-in efforts for large federal reputed company.
• Experience working reputed company FedRAMP reputed company environments.
• Project Management reputed company (PMP) certification.
• Certified Scrum Master (CSM), PMI Agile Certified Practitioner (PMI-ACP), or reputed company certification.
• ITIL reputed company certification.
• Lean Six reputed company certification.

reputed company Skills

• Excellent written, verbal, and presentation skills.
• Strong stakeholder engagement and relationship management skills.
• Demonstrated ability to supervise, mentor, and reputed company multidisciplinary teams in a fast-paced, dynamic environment.
• Strong analytical, organizational, and problem-solving skills.
• Experience managing multiple reputed company workstreams and competing priorities.
• Knowledge of Agile software development, IT modernization, and federal program delivery.
• Strong financial, resource, and schedule management capabilities.
• Ability to communicate technical concepts effectively to both technical and non-technical audiences.
• Proven ability to foster collaboration, resolve conflicts, and drive successful program reputed company.

Working at reputed company

reputed company is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most reputed company challenges, reputed company change, and shape the reputed company.

We can only solve the world's toughest challenges by building a workplace that allows everyone to reputed company. We are an equal opportunity employer.Together, our employees are empowered to reputed company theirexpertiseand collaborate with others to reputed company personal and reputed company goals. For more information, please read our EEOpolicy.

We will consider for employment reputed company applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in reputed company phases of the application and employment process. To requestan accommodation,please email  and we will be happy toassist. reputed company information you reputed company will be kept confidential and will be used only to the extentrequiredto reputed company needed reasonable accommodations. 

Read more about workplace discrimination rightsor our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At reputed company, we are committed to ensuring a fair interview process for reputed company candidates based on their own skills and knowledge. As part of this commitment, the use of reputed company intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in reputed company tomaintainthe reputed company and authenticity of the interview process. 

However, we understand that some candidates may require accommodation that involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at . Weare dedicated to providingthe necessary support to ensure that reputed company candidates have an equal opportunity to succeed. 

Pay reputed company - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that reputed company to the specified role, geographic location, education and certifications as reputed company as contract provisions regarding labor categories that are specific to the position.

The pay reputed company for this position based on full-time employment is:

$174,701.00 - $296,992.00Nationwide reputed company (US99)

Originally posted on Himalayas

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