Remote Federal Program Manager – Contact Center Lead

ITCON Services; Virginia (MN); On-site; USD 120,000 - 160,000; Full time

Job summary

ITCON Services is seeking an experienced and highly accountable Project Manager to lead the delivery of a large-scale federal contact center program, serving as the primary government liaison.

You will provide oversight of PWS compliance, SLAs, and performance, while leading cross-functional teams, managing risks, and communicating with the CO and COR to ensure mission success in a fast-paced environment.

Qualifications

• 10+ years of project or program management experience, preferably supporting federal contracts or contact center operations.
• Proven ability to manage large, complex programs with multiple stakeholders.
• Strong understanding of PWS execution, SLAs, and contract compliance requirements.
• Exceptional communication and leadership skills, with experience interfacing directly with government clients.
• Ability to manage risk, resolve issues quickly, and make sound decisions under pressure.
• Experience in contact center operations or customer service environments strongly preferred.

Responsibilities

• Provide full oversight of all contractor performance under the PWS, ensuring compliance with contract requirements and SLAs.
• Lead end-to-end program execution, including planning, staffing, performance management, and service delivery.
• Ensure consistent delivery of high-quality customer service and operational excellence.
• Serve as the primary point of contact for the CO and COR, providing regular updates and briefings on performance, risks, and initiatives.
• Build strong partnerships with government stakeholders to ensure alignment and successful outcomes.
• Monitor program performance metrics and drive continuous improvement; identify and resolve issues promptly.

Skills

Program management

Federal contracts

Contract compliance

Stakeholder management

Leadership

Risk management

Job description

ITCON Services is seeking an experienced and highly accountable Project Manager to lead the delivery of a large-scale federal contact center program, serving as the primary government liaison.

You will provide oversight of PWS compliance, SLAs, and performance, while leading cross-functional teams, managing risks, and communicating with the CO and COR to ensure mission success in a fast-paced environment.