Program Manager Federal Contact Center Operations

Lead a Mission-Critical Federal Program

ITCON is seeking a strategic and results-driven Program Manager to lead a large-scale, 24/7 federal contact center operation. This leadership role is responsible for the successful delivery of contract operations, ensuring operational excellence, regulatory compliance, workforce readiness, and exceptional customer service in a fast-paced, mission-critical environment.

The ideal candidate is an experienced leader who thrives in complex operational settings and has a proven track record of managing large teams, driving performance, and building strong partnerships with government stakeholders.

Key Responsibilities

Program Leadership

• Provide overall leadership and oversight for all contract operations, ensuring compliance with performance standards, Service Level Agreements (SLAs), and contractual requirements.
• Drive operational excellence while ensuring customer satisfaction and successful program execution.

Customer & Stakeholder Management

• Serve as the primary liaison to government leadership, providing executive-level reporting, strategic updates, and issue resolution.
• Build strong relationships with customer stakeholders and internal leadership to ensure program success.

Workforce Leadership

• Lead staffing strategy, including recruitment, onboarding, workforce planning, scheduling, employee development, and retention.
• Ensure adequate staffing and operational readiness to support a 24/7 service delivery environment.

Operations & Performance Management

• Oversee daily operations across multiple shifts, ensuring consistent service delivery and achievement of operational goals.
• Monitor performance metrics, analyze trends, and implement continuous improvement initiatives to enhance efficiency, quality, and customer experience.

Quality, Risk & Compliance

• Manage quality assurance, risk mitigation, compliance activities, and operational controls across all functional areas.
• Ensure adherence to federal contract requirements, reporting obligations, and audit readiness.

Executive Reporting

• Develop and deliver executive-level reports, dashboards, and briefings covering operational performance, service metrics, workforce trends, and strategic recommendations.

Required Qualifications

• U.S. Citizenship required.
• High School Diploma or equivalent.
• 10+ years of program, operations, or service delivery management experience supporting federal programs or large-scale contact center environments.
• Demonstrated experience leading large, multi-shift operational teams.
• Strong understanding of workforce planning, operational performance management, and customer service delivery.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to obtain and maintain the required government security clearance.

Preferred Qualifications

• Bachelor's degree in Business, Management, Information Technology, or a related field preferred.
• Experience supporting large-scale federal programs or other mission-critical government operations.
• Project Management Professional (PMP) certification or equivalent.
• Experience managing high-volume contact center operations.
• Knowledge of federal contract compliance, quality assurance, reporting, and audit readiness.

Equal Opportunity EmployerITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.