ITCON Services is seeking an experienced Program Manager to serve as the senior delivery leader for a large-scale, AI-enabled omnichannel contact center supporting a federal customer. This role is responsible for the integrated management and successful execution of the Customer Quality Assurance (CQA) program, providing a single point of accountability for program delivery, performance, and customer satisfaction.
The Program Manager will lead the Contractor Program Management Office (PMO), oversee cross-functional teams and subcontractors, and ensure all contractual, operational, technical, and performance requirements are met.
Key Responsibilities
- Provide overall leadership, governance, and management of the CQA program.
- Serve as the primary point of contact for Government stakeholders and executive leadership.
- Manage program scope, schedule, budget, quality, risks, issues, deliverables, and contractual performance.
- Oversee the integration of:
- AI-enabled contact center technologies
- Omnichannel customer experience operations
- Workforce mobilization and staffing
- Security and compliance activities
- Testing and quality assurance
- Transition-in and transition-out efforts
- Direct and monitor subcontractor and partner performance to ensure alignment with program objectives.
- Track and manage Service Level Agreements (SLAs), Quality Assurance Surveillance Plan (QASP) requirements, corrective action plans, and key performance metrics.
- Lead executive reviews, readiness assessments, operational reviews, and customer briefings.
- Ensure successful execution during steady-state operations, peak demand periods, and surge requirements.
- Drive continuous improvement initiatives to enhance service delivery, customer experience, and operational efficiency.
- Maintain proactive communication with stakeholders regarding risks, issues, milestones, and program performance.
Required Qualifications
- Bachelor's degree in Business, Information Technology, Management, or a related field (or equivalent experience).
- 10+ years of progressively responsible federal program management experience.
- Demonstrated experience managing large, complex contact center, customer experience (CX), business process outsourcing (BPO), or technology-enabled service delivery programs.
- Strong experience managing Government clients, stakeholder relationships, and subcontractor teams.
- Proven expertise in:
- Cost management
- Schedule management
- Risk management
- Quality assurance
- Performance management
- Exceptional leadership, communication, and organizational skills.
- Ability to manage multiple priorities in a fast-paced, mission-critical environment.
Preferred Qualifications
- Project Management Professional (PMP) certification.
- Experience supporting federal customer contact center operations.
- Experience leading AI-enabled, digital transformation, or omnichannel customer experience initiatives.
- Knowledge of federal acquisition and performance management practices.
Why ITCON Services?
At ITCON, we deliver innovative technology and customer experience solutions that help federal agencies achieve their missions. We offer a collaborative environment, leadership opportunities, and the chance to make a meaningful impact on large-scale government programs.
Apply today to join a team committed to excellence, innovation, and mission success.
