Program Manager

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.