Program Manager

Program Manager

The Program Manager (PM) will provide strategic vision, viable solutions and tactical direction for client and program success to multiple teams and customers. This individual will be responsible for project and program oversight and performance while providing business planning, market analysis, technology and business solutions, support for new business development and coordination of key services to advance the organization. This leader is professionally prepared to assume a dynamic management role, providing leadership and guidance to a team supporting multiple complex programs and projects.

Key Responsibilities

The PM will be the Subject Matter Expert in providing omnichannel contact center solutions to enhance customer experience (CX), such that you are able to remain vendor agnostic yet provide technical expertise before, during, and after an implementation. Robust experience in the CX space specifically in managing multiple contact center programs for federal agencies and mastery of programs/projects within span to be able to respond to customer questions on the fly, and provide consultation and oversight to project, engineering, and operations teams.

• Manage individual resources and teaming partners supporting multiple programs for federal agencies. Interact with program officials regarding issues and status of the project.
• Manage set up, ATO, transition, and operations of contact center programs. Prepare operations and management reports, organize, track performance and communicate current status of program projects to clients and executive management.
• Monitor and analyze performance data and reports results, coordinate training activities to keep staff current on agency programs and customer service objectives.
• Keep customer/Federal Program Managers and CORs abreast of new, existing, and possible emerging program issues or concerns.
• Coordinate financial and staffing resources for programs.
• Manage the activities of sub-contractors, partners, vendors and task order managers.
• Research and present information about new and innovative technologies and how the program could leverage those technologies into current processes and procedures.
• Interface with stakeholders to assure communications are professional, comprehensive, understandable and meet or exceed expectations.

Required Skills and Qualifications

• Bachelor's degree or 8-10 years of related experience, including supervisory experience in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.
• Extensive experience operationalizing and managing CX and KPIs in large omnichannel contact center environments.
• Experience with successfully obtaining ATO (Authorization to Operate) from federal agencies/programs.
• PMP, ITIL certification a plus.
• Excellent interpersonal, oral and written communication skills.
• Analytical, planning, program management and problem-solving skills with a strong ability to develop business cases.
• Proven ability to lead and influence cross-functional work groups, manage project teams and achieve results.
• Seeking candidate who brings high energy, ability to multi-task and a strong work ethic.
• Candidate must be able to obtain or maintain a minimum Public Trust level security clearance. Top Secret is preferred.
• U.S. Citizenship required

Technology

• Contact Center technology such as Genesys, NICE InContact, AWS Connect, etc.
• IVR's, Workforce Management MS Office Suite, MS Project
• Other software associated with project plans, scheduling, etc.
• Salesforce/ServiceNow CRMs knowledge and experience