Remote Senior Program Manager – Federal Contact Center

ITCON is seeking an accomplished Senior Program Manager (PM) to provide leadership and serve as the single point of accountability for the successful delivery of a large-scale federal contact center program. This highly visible leadership role provides end-to-end oversight across operations, customer experience, financial management, workforce strategy, technology, compliance, and continuous improvement.

The Senior Program Manager will lead the delivery of a high-performing, multi-channel contact center operation supporting a complex federal environment. The ideal candidate is a strategic and hands-on leader with extensive experience managing large-scale contact center programs, leading teams of 100+ employees, and consistently meeting or exceeding Service Level Agreements (SLAs), Key Performance Indicators (KPIs), customer experience goals, and federal compliance requirements.

Key Responsibilities:

• Program Leadership:

• Serve as the primary point of accountability for overall contract performance, delivery, and customer satisfaction.

• Operations Management:

• Provide end-to-end leadership of large-scale, multi-channel contact center operations, ensuring consistent delivery against SLAs, KPIs, contractual requirements, and customer expectations.

• Performance Management:

• Monitor and analyze performance metrics (e.g., service levels, customer satisfaction, first contact resolution) and implement continuous improvements.

• Financial & Contract Management:

• Manage program budget, control staffing costs, and ensure compliance with all contract requirements, deliverables, and reporting obligations.

• Workforce Management:

• Lead staffing strategy, including hiring, scheduling, training, and retention of qualified personnel.

• Technology Oversight:

• Ensure contact center technologies (CRM, IVR, telecommunications systems) are secure, operational, and scalable.

• Quality Assurance & Continuous Improvement:

• Direct QA programs, oversee training initiatives, and drive process improvement efforts.

• Stakeholder Communication:

• Build trusted relationships with senior government stakeholders and internal leadership. Provide regular executive-level briefings, performance reports, risk updates, and strategic recommendations.

• Risk & Compliance Management:

• Identify and mitigate risks while ensuring adherence to federal security standards and continuity of operations.

Required Qualifications:

• 15+ years of experience in contact center operations management and/or leadership of large-scale federal or enterprise programs.
• 10+ years of experience serving as a Program Manager, Senior Program Manager, Program Director, or equivalent leadership role.
• Demonstrated experience managing large-scale, multi-site contact center operations.
• Proven experience leading a workforce of 100+ full-time employees (FTEs).
• Strong experience managing complex, multi-channel customer service environments.
• Demonstrated knowledge of federal contracting, compliance requirements, SLAs, KPIs, performance reporting, and contractual deliverables.
• Proven ability to manage program budgets, workforce strategy, operational performance, risk, and customer relationships.
• Strong executive communication and stakeholder management skills.
• Must reside in the Washington, DC metropolitan area. This position allows for remote work; however, local residency is required to support program and customer needs.

Education:

• Bachelor’s degree in Business, Management, or a related field is required.

Preferred Certifications:

• PMP (Project Management Professional)
• ITIL (IT Service Management)
• Six Sigma or Lean certification

Equal Opportunity Employer ITCON does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age, disability, protected veteran status, or any other protected characteristic. Employment decisions are based solely on qualifications, merit, and business needs.