Senior Program Manager (Enterprise Platforms)

ICF Olson; 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 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.

Skills

Leadership

Stakeholder management

Agile delivery

Program management

Communication

Problem solving

Education

Bachelor's degree

PMP

CSM

PMI-ACP

SAFe

ITIL

Lean Six Sigma

Tools

ServiceNow

CRM solutions

CCaaS

Genesys

Amazon Connect

NICE CXone

ITSM

CRM platforms

Salesforce

MS Dynamics

Job description

Please note: This role is contingent upon contract award. While it is not an immediate opening, we are actively interviewing and extending contingent offers in anticipation of award. Our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal and commercial clients. ICF combines deep domain expertise with innovative technologies to design, build, modernize, and operate mission-critical systems that improve operational efficiency and customer experience. ICF is seeking an experienced Senior Program Manager to lead a large-scale federal Contact Center Operations and Digital Modernization program.

The Program Manager will have overall responsibility for the successful management, delivery, and performance of the program, providing leadership for contract execution, operational oversight, modernization initiatives, personnel management, financial performance, and customer satisfaction for a complex enterprise contact center supporting voice, chat, email, SMS, self-service, and digital engagement channels.

The Program Manager serves as the primary day-to-day interface with Government program stakeholders, provides leadership and supervision to program staff, oversees multiple integrated technical and operational workstreams, and ensures effective coordination across functional teams.

The successful candidate will possess extensive experience managing large federal technology and operations programs, leading modernization initiatives, and delivering enterprise-scale contact center capabilities using cloud platforms, AI-enabled solutions, CRM technologies, workflow automation, and Agile delivery methodologies.

Job Location: Remote work within the United States is authorized. Must support US Eastern time zone working hours. *If you accept this position, you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.

What You Will Be Doing

• 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.

Basic Qualifications

• Ability to obtain and maintain a Public Trust determination.
• Must reside in the United States, and work must be performed 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.

Preferred Qualifications

• Experience managing geographically dispersed teams supporting federal customers.
• Experience managing subcontractors and multi-vendor delivery environments.
• Experience with enterprise platforms such as ServiceNow, CRM solutions, Contact Center as a Service (CCaaS), or similar technologies.
• Experience leading enterprise contact center modernization initiatives.
• Experience implementing AI-enabled customer service capabilities.
• Experience with ServiceNow Customer Service Management (CSM), IT Service Management (ITSM), or CRM implementations.
• Experience with enterprise contact center platforms such as Genesys, Amazon Connect, NICE CXone, Cisco, Five9, or similar technologies.
• Experience with Salesforce, Microsoft Dynamics, or comparable CRM platforms.
• Knowledge of customer experience (CX) best practices and human-centered design principles.
• Experience managing transition-in efforts for large federal contracts.
• Experience working within FedRAMP cloud environments.
• Project Management Professional (PMP) certification.
• Certified Scrum Master (CSM), PMI Agile Certified Practitioner (PMI-ACP), or SAFe certification.
• ITIL Foundation certification.
• Lean Six Sigma certification.

Professional Skills

• Excellent written, verbal, and presentation skills.
• Strong stakeholder engagement and relationship management skills.
• Demonstrated ability to supervise, mentor, and develop multidisciplinary teams in a fast-paced, dynamic environment.
• Strong analytical, organizational, and problem-solving skills.
• Experience managing multiple concurrent workstreams and competing priorities.
• Knowledge of Agile software development, IT modernization, and federal program delivery.
• Strong financial, resource, and schedule management capabilities.
• Ability to communicate technical concepts effectively to both technical and non-technical audiences.
• Proven ability to foster collaboration, resolve conflicts, and drive successful program outcomes.

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy. We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.

All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at [e-mail]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position based on full-time employment is: $174,701.00 - $296,992.00 Nationwide Remote Office (US99).

About ICF

ICF is a global consulting and technology services company with approximately 9,000 employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.