Program Manager

ITCON Services; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

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. You will own the CQA program and provide single-point accountability for delivery, performance, and customer satisfaction.

You will lead the Contractor PMO, oversee cross-functional teams and subcontractors, and ensure all contractual, operational, technical, and performance requirements are met.

Qualifications

• Bachelor's degree in Business, IT, Management, or related field (or equivalent experience).
• 10+ years of progressively responsible federal program management experience.
• Experience managing large, complex contact center/CX/BPO/tech-enabled service delivery programs.
• Strong experience with Government clients, stakeholder relationships, and subcontractor teams.
• Proven expertise in cost, schedule, risk, quality, and performance management.
• Exceptional leadership, communication, and organizational skills.
• Ability to manage multiple priorities in a fast-paced, mission-critical environment.

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 integration of AI-enabled contact center technologies, omnichannel CX operations, staffing, security/compliance, testing, QA, and transitions.
• Direct and monitor subcontractor and partner performance to align with program objectives.
• Track SLAs, QASP requirements, corrective action plans, and KPIs.
• Lead executive reviews, readiness assessments, operational reviews, and customer briefings.
• Ensure successful execution during steady-state, peak periods, and surge requirements.
• Drive continuous improvement to enhance service delivery and customer experience.

Skills

Program Mgmt

Federal govt

Stakeholder mgmt

Leadership

Budget mgmt

Risk mgmt

QA

Education

Bachelor's degree

Job description

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.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Why ITCON Services?

At ITCON, we deliver innovative technology and customer experience solutions that help federal agencies achieve their missions. We offer a collaborative environment, leadership opportunities, and the chance to make a meaningful impact on large-scale government programs.

Position Contingency Notice

This position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.