Deputy Program Manager

Softrams is one of the fastest growing digital services firms in the Washington Metropolitan regions crafting human-centered solutions and empowering digital services with a focus on HX, AI, cloud, DevOps and cyber security. Our offices are located in Leesburg VA, Baltimore MD, and Plano TX, and our teams are spread across the U.S. 
Recognized as a Top Workplace USA (2024)Recognized as one of the Top Workplaces in Technology (2023, 2021) INC 5000, Fastest growing companies in America (2023, 2022) Washington Business Journal Top 75 Fastest Growing Companies in Greater Washington area 2020 NXT UP - Top Federal Emerging Technology and consulting firms 2020 Inaugural DC Metro’s Most Successful Companies 2020 Washington Technology Fast 50 NVTC Tech 100 (2020, 2019) 
Job Description: We are seeking a dynamic and experienced Program Manager to lead our Business Operations Services Center, which operates on the CXone and ServiceNow platforms, supported by tools like JIRA and Confluence. This role is pivotal in managing stakeholder relationships, fostering a growth mindset, and driving continuous innovation to deliver exceptional customer experiences. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Service Level Agreements (SLAs) and driving the program forward through strategic insight and proactive management. 

Federal Requirements:  

• Ability to obtain a U.S. Federal Position of Trust clearance designation.  
• Must reside in and be able to perform work in the United States.  
• Must have lived in the United States for 3 of the last 5 years.  

Required Qualifications:

• Bachelor’s degree in business, management, information systems, or related field. MBA or equivalent is a plus. 
• Minimum of 7 years in project/program management or operations, preferably within a business operations service center environment. Experience with CXone, ServiceNow, JIRA, and Confluence is highly desired. 
• Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. 
• Proven track record in leading teams to meet and exceed SLAs. 
• Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges. 
• Experience with continuous improvement methodologies and a commitment to driving process optimization. 
• Proficiency in using project management and collaboration tools like JIRA and Confluence. 


• Key Attributes: 
• A thought leader who can inspire teams and lead by example. 
• Adaptable and resourceful, with a proactive approach to problem-solving. 
• Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively. 

Key Responsibilities: 

• Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, acting as the primary point of contact for the Business Operations Services Center. Translate their needs into actionable program goals and deliverables, ensuring alignment with the organization’s strategic objectives. 
• Continuous Innovation: Promote a culture of continuous improvement, leveraging CXone, ServiceNow, JIRA, and Confluence to enhance operational efficiency and customer satisfaction. Drive innovation through emerging tools and technologies, such as conversational AI, automated quality assurance, and real-time dashboards. 
• Growth Mindset and Thought Leadership: Serve as a thought leader within the organization, proactively identifying and implementing best practices to support operational competence. Encourage a growth mindset across the team, fostering a collaborative and learning-oriented environment. 
• SLAs and Performance Management: Ensure the Business Operations Services Center consistently meets and exceeds SLAs. Utilize data-driven insights to optimize processes, address performance gaps, and set benchmarks for excellence. Implement scorecards and performance tracking metrics to maintainhigh standards in service delivery. 
• Program Execution and Project Management: Lead cross-functional initiatives, coordinating between technical and business teams to deliver seamless operations. Use tools like JIRA and Confluence to manage project timelines, track progress, and document key outcomes. Oversee the transition plan, including defining milestones, setting timelines, and ensuring readiness for all program phases. 
• Strategic Road Mapping: Develop a roadmap that aligns with the company’s goals, focusing on scalable solutions that meet both short-term operational needs and long-term strategic vision. Regularly review and refine the roadmap to incorporate feedback, new technology