Remote Project Manager - Federal Hotline Ops

Systems Integration, Inc.; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

Systems Integration, Inc. seeks a Project Manager for a Federal Hotline Contact Center. You will oversee all contractor work, act as the single point of contact for the Contracting Officer and COR, and lead staffing, implementation, training, operations, and continuity of services.

Responsibilities include startup coordination, staffing plans, procedures, and security compliance. You will manage Response and Portal Operators, monitor volumes and hours, ensure timely responses, and prepare

Qualifications

• Five or more years of project management experience.
• U.S. citizenship required.
• Ability to obtain/maintain T4 High Risk Public Trust clearance or equivalent.
• Experience managing federal contract operations, staffing, training, quality control, reporting, and risk mitigation.

Responsibilities

• Serve as the single point of contact for the Contracting Officer and COR and oversee all contractor work.
• Lead contract start-up, kickoff within five business days after award, and full operation staffing and training within required timeframes.
• Develop and execute staffing plan, implementation timeline, training approach, procedures, quality-control processes, and documentation.
• Direct and coordinate Response Operators, Portal Operators, supervisors, and QA staff; adjust staffing by contact volume and hours of operation.
• Ensure live telephone coverage Monday–Friday, 10:00 a.m.–6:00 p.m. ET, excluding federal holidays; respond to voicemails by next business day.
• Review emails and faxes; provide responses within two days; route online portal complaints appropriately.
• Monitor complaint intake, closure, escalation, and notification of urgent health and safety matters.
• Ensure adherence to scripts, user guides, SOPs, security, privacy, and confidentiality standards.
• Prepare and submit accurate monthly activity reports during the first week of the following month.
• Manage security documentation, training certificates, clearance evidence, resumes, and approvals for PM replacements.
• Develop and maintain a security contingency and disaster recovery plan for uninterrupted continuity of services.

Skills

Project management

Staffing planning

Federal contracting

Communication

Risk management

Education

Bachelor's degree in related field

Job description

Systems Integration, Inc. seeks a Project Manager for a Federal Hotline Contact Center. You will oversee all contractor work, act as the single point of contact for the Contracting Officer and COR, and lead staffing, implementation, training, operations, and continuity of services.

Responsibilities include startup coordination, staffing plans, procedures, and security compliance. You will manage Response and Portal Operators, monitor volumes and hours, ensure timely responses, and prepare