{"schemaVersion":"jobsearcher.job.v1","id":"bac0acdba149e7995c7f3201","url":"https://jobsearcher.com/jobs/bac0acdba149e7995c7f3201","canonicalUrl":"https://jobsearcher.com/jobs/bac0acdba149e7995c7f3201","title":"Program Manager","description":"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.\n\nThe 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.\n\nKey Responsibilities\nProvide overall leadership, governance, and management of the CQA program.\nServe as the primary point of contact for Government stakeholders and executive leadership.\nManage program scope, schedule, budget, quality, risks, issues, deliverables, and contractual performance.\nOversee the integration of:\nAI-enabled contact center technologies\nOmnichannel customer experience operations\nWorkforce mobilization and staffing\nSecurity and compliance activities\nTesting and quality assurance\nTransition-in and transition-out efforts\nDirect and monitor subcontractor and partner performance to ensure alignment with program objectives.\nTrack and manage Service Level Agreements (SLAs), Quality Assurance Surveillance Plan (QASP) requirements, corrective action plans, and key performance metrics.\nLead executive reviews, readiness assessments, operational reviews, and customer briefings.\nEnsure successful execution during steady-state operations, peak demand periods, and surge requirements.\nDrive continuous improvement initiatives to enhance service delivery, customer experience, and operational efficiency.\nMaintain proactive communication with stakeholders regarding risks, issues, milestones, and program performance.\nRequired Qualifications\nBachelor's degree in Business, Information Technology, Management, or a related field (or equivalent experience).\n10+ years of progressively responsible federal program management experience.\nDemonstrated experience managing large, complex contact center, customer experience (CX), business process outsourcing (BPO), or technology-enabled service delivery programs.\nStrong experience managing Government clients, stakeholder relationships, and subcontractor teams.\nProven expertise in:\nCost management\nSchedule management\nRisk management\nQuality assurance\nPerformance management\nExceptional leadership, communication, and organizational skills.\nAbility to manage multiple priorities in a fast-paced, mission-critical environment.\nPreferred Qualifications\nProject Management Professional (PMP) certification.\nExperience supporting federal customer contact center operations.\nExperience leading AI-enabled, digital transformation, or omnichannel customer experience initiatives.\nKnowledge of federal acquisition and performance management practices.\nWhy ITCON Services?\n\nAt 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.\n\nApply today to join a team committed to excellence, innovation, and mission success.\n\nPosition Contingency Notice\n\nThis position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.","company":"Itcon Services","rawCompany":"itcon services","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-10-20T10:41:23.069Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"},{"code":"11-9021.00","title":"Construction Managers","slug":"construction-managers"}],"industries":[{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541618","title":"Other Management Consulting Services","slug":"other-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Manager","description":"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.\n\nThe 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.\n\nKey Responsibilities\nProvide overall leadership, governance, and management of the CQA program.\nServe as the primary point of contact for Government stakeholders and executive leadership.\nManage program scope, schedule, budget, quality, risks, issues, deliverables, and contractual performance.\nOversee the integration of:\nAI-enabled contact center technologies\nOmnichannel customer experience operations\nWorkforce mobilization and staffing\nSecurity and compliance activities\nTesting and quality assurance\nTransition-in and transition-out efforts\nDirect and monitor subcontractor and partner performance to ensure alignment with program objectives.\nTrack and manage Service Level Agreements (SLAs), Quality Assurance Surveillance Plan (QASP) requirements, corrective action plans, and key performance metrics.\nLead executive reviews, readiness assessments, operational reviews, and customer briefings.\nEnsure successful execution during steady-state operations, peak demand periods, and surge requirements.\nDrive continuous improvement initiatives to enhance service delivery, customer experience, and operational efficiency.\nMaintain proactive communication with stakeholders regarding risks, issues, milestones, and program performance.\nRequired Qualifications\nBachelor's degree in Business, Information Technology, Management, or a related field (or equivalent experience).\n10+ years of progressively responsible federal program management experience.\nDemonstrated experience managing large, complex contact center, customer experience (CX), business process outsourcing (BPO), or technology-enabled service delivery programs.\nStrong experience managing Government clients, stakeholder relationships, and subcontractor teams.\nProven expertise in:\nCost management\nSchedule management\nRisk management\nQuality assurance\nPerformance management\nExceptional leadership, communication, and organizational skills.\nAbility to manage multiple priorities in a fast-paced, mission-critical environment.\nPreferred Qualifications\nProject Management Professional (PMP) certification.\nExperience supporting federal customer contact center operations.\nExperience leading AI-enabled, digital transformation, or omnichannel customer experience initiatives.\nKnowledge of federal acquisition and performance management practices.\nWhy ITCON Services?\n\nAt 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.\n\nApply today to join a team committed to excellence, innovation, and mission success.\n\nPosition Contingency Notice\n\nThis position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.","datePosted":"2026-10-20T10:41:23.069Z","dateModified":"2026-10-20T10:41:23.069Z","hiringOrganization":{"@type":"Organization","name":"Itcon Services","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"bac0acdba149e7995c7f3201"},"url":"https://jobsearcher.com/jobs/bac0acdba149e7995c7f3201"}}