Program Manager

Employment Type: Full-Time Clearance Requirement: Tier 3 (T3) required for system access and oversight Position Overview The Program Manager is responsible for managing comprehensive operations for a multi-site call center supporting federal requirements. This role provides overall leadership and accountability for service delivery, personnel management, compliance, and performance across both on-site and remote teams. The Program Manager serves as the primary point of contact for government stakeholders and ensures all contractual, regulatory, and operational requirements are met. Key Responsibilities Manage comprehensive operations for a multi-site call center supporting federal programs. Oversee 30–60 personnel across on-site and remote locations. Ensure compliance with service level agreements (SLAs), quality assurance standards, and performance metrics. Develop and execute workforce management strategies, including capacity planning and scheduling optimization. Implement and oversee telephony systems, CRM platforms, and knowledge management databases. Ensure regulatory compliance with data security, privacy standards, and federal reporting requirements. Manage budget execution, resource allocation, and subcontractor coordination for operations valued at approximately $5M annually. Conduct stakeholder engagement with government clients and internal leadership. Lead performance reviews, continuous process improvement initiatives, and corrective action planning. Provide strategic planning, risk management, and issue escalation and resolution. Ensure alignment with federal contract management requirements and reporting obligations. Maintain operational readiness and accountability for all program deliverables. Required Qualifications Bachelor’s degree from an accredited institution. Minimum of 6 years of program management experience, including managing call center operations. Demonstrated experience managing teams of 30–60 personnel across on-site and remote environments. Proven expertise in federal contract management. Experience leading multi-site teams and complex operational environments. Ability to obtain and maintain a Tier 3 (T3) clearance. Preferred Qualifications Project Management Professional (PMP) certification or equivalent. Department of Defense (DoD) program management experience. Key Competencies Federal program and contract management Workforce management and operational planning Budget and resource management Stakeholder communication and leadership Risk management and escalation resolution Continuous process improvement Compliance, data security, and regulatory oversight THIS POSITION IS CONTINGENT UPON AWARD.