Remote Senior PM - Federal Platforms & Modernization

ICF Olson

United States

Remote

USD 175,000 - 297,000

Full time

14 days+

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Job summary

ICF is seeking an experienced Senior Program Manager to lead a large-scale federal Contact Center Operations and Digital Modernization program. The role is remote within the United States, with US Eastern time zone alignment; contingent on contract award.

You will oversee contract performance, modernization initiatives, and customer satisfaction across voice, chat, email, SMS, and digital self-service channels, collaborating with government stakeholders and a distributed team.

Qualifications

Bachelor's degree required.
12+ years managing large federal IT, contact center, or business transformation programs.
7+ years leading enterprise contact center operations or customer experience programs.
5+ years managing Agile software development or digital modernization initiatives.

Responsibilities

Provide leadership for contract performance, staffing, financial management, quality, schedule, risk management, and customer satisfaction.
Serve as the primary point of contact for Government leadership, the COR, and key stakeholders.
Lead, mentor, and manage program staff, including performance management, workforce planning, and professional development.
Oversee enterprise contact center operations across voice, chat, email, SMS, and digital self-service channels.
Monitor and manage SLAs, KPIs, quality standards, operational performance, and customer satisfaction metrics.
Direct workforce management, quality assurance, knowledge management, operational reporting, and continuous improvement initiatives.
Lead integrated workstreams supporting contact center operations, CRM platforms, ServiceNow, telephony, cloud infrastructure, cybersecurity, and analytics.
Drive digital modernization initiatives, including AI-enabled customer engagement, virtual agents, workflow automation, omnichannel customer experience, and cloud-based solutions.
Establish program governance, project plans, performance reporting, risk management, and issue resolution 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, privacy, accessibility, and quality standards while promoting Agile, DevSecOps, and data-driven decision-making practices.