Senior Federal Program Manager - AI-Driven CX Lead

ITCON Services; United States; Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

ITCON Services is seeking an experienced Program Manager to serve as the senior delivery leader for a large-scale, AI-enabled omnichannel contact center supporting a federal customer. You will own the CQA program and provide single-point accountability for delivery, performance, and customer satisfaction.

You will lead the Contractor PMO, oversee cross-functional teams and subcontractors, and ensure all contractual, operational, technical, and performance requirements are met.

Qualifications

• Bachelor's degree in Business, IT, Management, or related field (or equivalent experience).
• 10+ years of progressively responsible federal program management experience.
• Experience managing large, complex contact center/CX/BPO/tech-enabled service delivery programs.
• Strong experience with Government clients, stakeholder relationships, and subcontractor teams.
• Proven expertise in cost, schedule, risk, quality, and performance management.
• Exceptional leadership, communication, and organizational skills.
• Ability to manage multiple priorities in a fast-paced, mission-critical environment.

Responsabilités

• Provide overall leadership, governance, and management of the CQA program.
• Serve as the primary point of contact for Government stakeholders and executive leadership.
• Manage program scope, schedule, budget, quality, risks, issues, deliverables, and contractual performance.
• Oversee integration of AI-enabled contact center technologies, omnichannel CX operations, staffing, security/compliance, testing, QA, and transitions.
• Direct and monitor subcontractor and partner performance to align with program objectives.
• Track SLAs, QASP requirements, corrective action plans, and KPIs.
• Lead executive reviews, readiness assessments, operational reviews, and customer briefings.
• Ensure successful execution during steady-state, peak periods, and surge requirements.
• Drive continuous improvement to enhance service delivery and customer experience.

Connaissances

Program Mgmt

Federal govt

Stakeholder mgmt

Leadership

Budget mgmt

Risk mgmt

QA

Formation

Bachelor's degree

Description du poste

ITCON Services is seeking an experienced Program Manager to serve as the senior delivery leader for a large-scale, AI-enabled omnichannel contact center supporting a federal customer. You will own the CQA program and provide single-point accountability for delivery, performance, and customer satisfaction.

You will lead the Contractor PMO, oversee cross-functional teams and subcontractors, and ensure all contractual, operational, technical, and performance requirements are met.