Senior Enterprise Program Manager - Digital Modernization

ICF; United States; Remote; USD 175,000 - 297,000; Full time

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 entails delivering contract performance, overseeing staffing, budgets, and multi-workstream coordination across voice, chat, email, and digital self-service channels.

The candidate will interface with Government leadership, COR, and stakeholders, driving modernization with AI-enabled engagement, CRM systems, and cloud-based solutions, while

Qualifications

• Ability to obtain and maintain a Public Trust determination.
• Must reside in the United States and work within the United States.
• Bachelor’s degree from an accredited institution.
• 12+ years of experience managing large federal IT, contact center, or business transformation programs.
• 7+ years of experience leading enterprise contact center operations or customer experience programs.
• 5+ years of experience managing Agile software development or digital modernization initiatives.

Responsibilities

• Provide overall leadership and accountability for contract performance, including program delivery, 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.

Skills

Program management

Stakeholder engagement

Leadership

Agile delivery

Cloud platforms

Cybersecurity awareness

Communication skills

Education

Bachelor's degree

Tools

ServiceNow

CRM platforms

CCaaS platforms

GXP/IT security

Job description

ICF is seeking an experienced Senior Program Manager to lead a large-scale federal Contact Center Operations and Digital Modernization program. The role entails delivering contract performance, overseeing staffing, budgets, and multi-workstream coordination across voice, chat, email, and digital self-service channels.

The candidate will interface with Government leadership, COR, and stakeholders, driving modernization with AI-enabled engagement, CRM systems, and cloud-based solutions, while