Technical Program Manager, Contact Center Operations

Navy Federal Credit Union; Vienna (VA); On-site; USD 130,000 - 195,000; Full time

Job summary

Navy Federal Credit Union is seeking a senior leader to oversee large, complex technology-driven programs. The role requires coordinating multi-disciplinary teams, managing budgets, timelines, and stakeholder expectations while ensuring adherence to Navy Federal standards.

The position emphasizes strategic planning, change management, and cross-functional collaboration with internal clients and external partners to deliver high-impact initiatives that align with our portfolio goals.

Qualifications

• Extensive experience in project leadership and execution across tech initiatives.
• Expert knowledge of project lifecycles and management methodologies.
• Experience in vendor risk management and external partner coordination.
• Proven ability to lead cross-functional teams and manage budgets.

Responsibilities

• Provide overall leadership to large strategic projects or programs.
• Plan, schedule, budgeting and resourcing of projects to scope, identify risk and remediation.
• Coordinate planning with internal clients and business areas with clear objectives and timelines.
• Monitor performance metrics and apply change management techniques for improvements.
• Direct vendor selection, contracts, and quality assurance to align with Navy Federal standards.

Skills

Project leadership

Program management

Vendor management

Stakeholder collaboration

Analytical thinking

Communication skills

Change management

Strategic planning

Risk management

Budgeting

Education

Master's Degree in Business Administration

Tools

PM software

Job description

Overview

To accomplish strategic objectives by overseeing business units' delivery of large, complex technology driven programs. These large-scale efforts may comprise parallel projects and cover software development, IT infrastructure systems installation, business process engineering, and functional capabilities. Provides a forward thinking industry perspective to plan, manage and implement strategy and tactical plans to service the portfolio of projects and initiatives. Ensures effectiveness of programs through applications of active change management techniques and changing goals/priorities. Ensures the effective balancing of talent and resourcing to meet project requirements. Ensures effective coordination and management of projects and activities within the team to include project design, testing, evaluation plans, timelines, and operational planning in support of key strategic initiatives. Oversee/direct the most complex/unusual tasks of significant impact and broad latitude requiring complex analysis.

Responsibilities

• Provide overall leadership to large strategic projects or programs
• Ensure effective management of projects from inception through implementation
• Lead and coordinate the planning, scheduling, budgeting, and resourcing of projects to scope, identify risk exposure and remediation of non-compliance to standards
• Proactively work with internal clients and other business areas to create project plans with clear objectives, detailed tasks, accountabilities, timelines, and estimated budgets/corporate
• Assist with strategy development by providing assessments of project performance, skills requirements/needs and client needs
• Provide forward thinking technical expertise in current and emerging technologies, trends and practices
• Plan, develop and implement standards, communications, programs and services according to best practices
• Forecast initiatives to project strategic plan goals and assess current performance
• Lead large, advanced multidisciplinary projects & initiatives of considerable business risk & impact in accordance with Navy Federal's PPM standards
• Review project deliverables for quality, accuracy and compliance with Navy Federal policies and procedures
• Ensure project deliverables are met in accordance with customers' expectations, timelines & budget constraints
• Monitor key performance indicators, determine gaps in performance metrics, and recommend/execute change management techniques for efficiency/quality improvements
• Select and manage vendors and contracts including contract development, monitoring and issue resolution; oversee contract quality assurance, budget and cost mechanisms
• Develop critical relationships with key technical/non-technical stakeholders to gain concurrence, input, execution and change management decisions
• Direct discovery and analysis of existing processes and key controls, and identifies future internal control trends or new standards
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Stay abreast of and ensure compliance with applicable federal, state and industry laws, regulations and guidelines
• Performs other duties as assigned

Qualifications

• Extensive experience in project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team members
• Expertise within specialization to highly complex assignments through extensive experience of industry and subject area providing recommendations to business practices/processes and related technologies
• Significant experience in working effectively with diverse internal and external contacts
• Extensive experience leading, guiding and coaching professional staff
• Extensive experience in client/vendor management to achieve strategic/tactical goals and implementation
• Extensive experience in vendor risk management and oversight
• Expert knowledge of project lifecycles and management methodologies
• Significant experience in IT resource allocation and management
• Expert skill in building strategic and execution-focused plans and alliances with partner leadership
• Advanced skill in extensive information systems analysis and research
• Expert verbal and written communication skills
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Expert skill resolving conflicting requests and meeting changing requirements
• Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
• Master's Degree in Business Administration or the equivalent combination of training, education, and experience

Desired Qualifications

• Navy Federal Project Portfolio Management (PPM) knowledge
• PPM Certification or the equivalent experience

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM

Location:

• 820 Follin Lane, Vienna, VA 22180
• 5510 Heritage Oaks Drive, Pensacola, FL 32526
• 141 Security Drive, Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion.* FORTUNE 100 Best Companies to Work For 2026* Yello and WayUp Top 100 Internship Programs 2025* Computerworld Best Places to Work in IT 2026* Most Loved Workplace - America's Top Most Loved Workplaces 2025* 2025 PEOPLE Companies That Care* Newsweek Most Trustworthy Companies in America 2026* Military Times 2025 Best for Vets Employers* Forbes 2026 America's Best Large Employers* Forbes 2025 America's Best Employers for New Grads* Forbes 2025 America's Best Employers for Tech Workers* 2025 RippleMatch Campus Forward Award Winner for Overall Excellence* Military.com Top Military Spouse Employers 2025* 2026 Handshake Early Talent Award* Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.