Senior Program Lead - Remote Federal Contact Center

Maximus; Hagåtña (GU); À distance; USD 90 000 - 130 000; Plein temps

Résumé du poste

Maximus is seeking a Sr. Manager to lead federal contact center programs, ensuring contractual requirements, KPIs, schedules, staffing, and deliverables are met while maintaining strong relationships with government stakeholders.

This fully remote role is contingent on contract award and requires the ability to pass a federal background check. You will direct cross‑functional teams and drive continuous improvement across omnichannel contact center operations.

Qualifications

• Bachelor's degree in a relevant field with 7+ years of experience.
• U.S. Citizenship and ability to pass a security clearance.
• Experience managing complex programs, projects, budgets, staffing, and administrative resources.
• Experience with Federal Government contracts or programs, including interaction with Contracting Officers, CORs, and Government program stakeholders.
• Experience managing large scale omnichannel contact center operations (phone, email, chat).

Responsabilités

• Deliver multiple projects with high values and high risk.
• Lead cross-functional teams to deliver projects on schedule and within budget.
• Manage KPIs, SLAs, budgets, staffing, schedules, and program deliverables.
• Oversee staffing and resource planning to ensure capacity for steady state, surge, and disaster recovery.
• Coordinate with Government customers and program stakeholders.
• Drive continuous improvement, automation, and AI-enabled capabilities.

Connaissances

Program management

Leadership

Stakeholder management

Budgeting

Risk management

Communication

Formation

Bachelor's degree

Outils

CRM systems

PM tools

Description du poste

Maximus is seeking a Sr. Manager to lead federal contact center programs, ensuring contractual requirements, KPIs, schedules, staffing, and deliverables are met while maintaining strong relationships with government stakeholders.

This fully remote role is contingent on contract award and requires the ability to pass a federal background check. You will direct cross‑functional teams and drive continuous improvement across omnichannel contact center operations.