Program Manager

About INflow Federal Founded in 2013, INflow Federal is a mission-driven small business delivering cutting-edge solutions in Network Modernization, Cybersecurity, and Data Modernization to support Joint Force operations across 20+ states. Our workforce is comprised of many Veterans, and we invest deeply in professional growth, well‐being, and innovation. Known for our agility, transparency, and integrity, we combine real‐world experience with emerging technologies like AI/ML to help our customers lead in a rapidly evolving defense landscape. Key Responsibilities Manage a customer contact operations environment focused on inbound call processing Develop and implement staffing strategies for a 24/7 call center operation Ensure program execution meets operational requirements and performance standards Establish and maintain policies, procedures, and operational best practices Lead staff management, development, performance coaching, and team motivation Promote continuous operational improvement through regular performance assessments Coordinate across internal teams and stakeholders to maintain service excellence Manage delivery of operational deliverables and reporting requirements Provide status updates to leadership and stakeholders Resolve operational challenges and conflicts within the team and across partner organizations Maintain strong written and verbal communication with all levels of leadership Experience managing large inbound call operations Familiarity with enterprise call center platforms such as Avaya or SPOK Experience implementing operational improvements and performance standards Required Skills, Education and Clearance 10+ years of progressive customer service or contact center experience 5+ years of experience managing call center or contact center operations Experience managing staffing and performance in a 24/7 operational environment Strong analytical, organizational, and leadership skills Excellent communication and interpersonal skills Bachelor's degree preferred – high school diploma or equivalent may be considered with relevant experience No clearance required to start – Must be able to obtain a Public Trust clearance Citizenship Requirements INflow Federal is a defense contractor. Pursuant to our government contracts, candidates must be U.S. citizens to be considered for employment. Travel and Physical Requirements Some travel may be required; must have a valid driver's license and transportation Must have ability to lift up to 50 lbs. Must be willing to perform duties not listed in the job description as required by INflow and our customer Equal Opportunity Employer INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leave of absence, compensation, and training. Job applicants and employees are evaluated solely on job-related qualifications and experience. #J-18808-Ljbffr