Program Manager (Contact Center)

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

Other

Job Family:

Program Management

Job Qualifications:

Skills:

Contact Center Management, Federal Government Contracts, Information Technology Infrastructure Library (ITIL), ITSM, Program Management

Certifications:

None

Experience:

7 + years of related experience

US Citizenship Required:

No

Job Description:

GDIT is seeking a Program Manager to oversee an upcoming opportunity in the federal government. In this role, you will leverage leading-edge IT solutions to improve the customer's mission effectiveness while continuously seeking opportunities to increase efficiency through improved processes and technology. Our team will contact center services.

The Program Manager will oversees and manages all aspects of the program and will serves as primary point of contact between GDIT staff and the federal leadership.  The PM will also have with responsibility for program execution, staff development, contract management, and financial management.  

RESPONSIBILITIES:

• Meet with clients to gain feedback on team performance and take action to address gaps, if any.
• Mitigate risks, controls costs and schedule variance, and effectively manages large scale, integrated projects.
• Meet budgetary objectives and make adjustments to project constraints based on financial analysis
• Work with the team to develop comprehensive project plans to be shared with clients as well as other staff members
• Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework.
• Manage and oversee subcontractors, as well as full time employees. Direct the work of employees assigned to the program from technical and administrative areas.
• Direct all phases of the program from inception through completion. Responsible for the cost, schedule and technical performance of the program.
• Participate in the negotiation of contract and contract changes.
• Coordinate the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract.
• Act as primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance.
• Establish milestones and monitor adherence to master plans and schedules, identifies program problems and obtains solutions, such as allocation of resources or changing contractual specifications.
• Review status of projects and budgets, manages schedules, and prepares status reports.
• Assess project issues and develop resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
• Develop mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, clients and other stakeholders.

Required Skills and Experience -

• Demonstrated knowledge and experience in program and account management
• Bachelor’s degree in a relevant field
• A minimum of seven years of management experience using ITIL/ITSM frameworks for a Federal Government contract(s)
• Minimum of three years managing and leading remote and geographically dispersed operations and engineering staff of varying skill levels, in a project environment

Desired Qualifications -

• Recent (within last five years), experience leading contact center service delivery leveraging automation such as AI Chatbots, large language models, and robotic process automation.
• Experience utilizing metrics and data in order to drive program strategy.
• Experience implementing SLAs and performance metrics on a contact center program.
• Active Project Management Institute (PMI) Project Management Professional (PMP) or Program Management Professional (PgMP) certification.
• Experience managing a blank purchase agreement (BPA) or indefinite delivery / indefinite quantity (IDIQ) program with multiple call orders / task orders.