Remote Senior Program Manager for Federal Contact Center

Maximus; Honolulu (HI); A distancia; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Maximus in the United States is seeking a Sr. Manager to lead federal contact center programs, serving as the primary management focal point for contract delivery, customer satisfaction, and KPIs across the gXCC program.

This fully remote role requires navigating complex stakeholders, managing budgets and staffing, and ensuring security clearances where applicable. The role emphasizes program governance, risk management, and continuous improvement to meet government expectations.

Formación

• Bachelor's degree in relevant field with 7+ years of experience.
• U.S. citizenship and ability to pass security clearance.
• Experience managing complex federal contact center programs.
• Ability to lead cross-functional teams and manage multiple priorities.
• Experience with KPIs, budgets, staffing, and program governance.
• Experience with transition management and disaster recovery.

Responsabilidades

• Deliver multiple projects with high value and risk.
• Provide leadership to ensure delivery to specifications, on time and within budget.
• Develop and implement project methodologies and criteria.
• Oversee staffing, hiring decisions, and performance within area.
• Serve as primary management focal point for assigned call orders and stakeholders.
• Lead omnichannel contact center operations and continuous improvement.

Conocimientos

Leadership

Program management

Cross-functional teams

Federal contract experience

KPIs and governance

Budgeting and staffing

Educación

Bachelor's degree in relevant field

PMP, PgMP, ITIL certification preferred

Herramientas

CRM/CCaaS

PM tools

MS Teams

Descripción del empleo

Maximus in the United States is seeking a Sr. Manager to lead federal contact center programs, serving as the primary management focal point for contract delivery, customer satisfaction, and KPIs across the gXCC program.

This fully remote role requires navigating complex stakeholders, managing budgets and staffing, and ensuring security clearances where applicable. The role emphasizes program governance, risk management, and continuous improvement to meet government expectations.