Federal Program Manager
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Job Location:
Washington, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Location: Washington DC metro area
Federal Program Manager
Systems Integration Inc. (SII) is a leading provider of customer experience cloud-based services and managed IT solutions. We are seeking a Federal Program Manager to oversee the full execution of a government contact center program ensuring all project requirements are met and operations run effectively across a workforce of approximately 200 staff. This role directs planning staffing financial coordination performance monitoring and communication with government officials. The Program Manager ensures the program meets contractual obligations maintains highquality service delivery and drives continuous improvement in processes technology and customer experience.
Key Responsibilities:
Program Leadership & Oversight
- Manage and implement all project requirements in alignment with contract expectations and government objectives.
- Organize direct and coordinate all program support activities including staffing operations and resource planning.
- Monitor and analyze performance data reporting results and trends to government leadership.
- Lead program communications and ensure stakeholders receive clear timely and comprehensive updates.
Stakeholder & Government Coordination
- Serve as the primary point of contact for government program officials regarding project status issues and escalations.
- Keep the Federal Program Director and CORs informed of emerging issues risks and operational concerns.
- Ensure all communications with government stakeholders are accurate consistent and aligned with expectations.
Operational & Financial Management
- Coordinate financial and staffing resources to support program goals and maintain operational readiness.
- Oversee subcontractor activities to ensure compliance performance and alignment with program standards.
- Prepare operational management and financial reports as required.
Training & Process Governance
- Coordinate training activities to ensure staff remain current on agency programs and customer service requirements.
- Create revise and maintain program SOPs and operational documentation.
- Manage IT change control requests and ensure updates are communicated and implemented effectively.
Innovation & Continuous Improvement
- Research emerging contact center technologies and recommend opportunities to enhance program processes and service delivery.
- Track report and communicate the status of ongoing program projects and initiatives.
- Support continuous improvement efforts to strengthen customer experience and operational efficiency.
Qualifications:
- Experience managing a contact center operation of approximately 200 staff or larger.
- Proven leadership experience in program or project management within a government contract or regulated environment.
- Strong understanding of contact center operations performance metrics and customer service best practices.
- Experience managing budgets staffing plans and subcontractor performance.
- Excellent communication stakeholdermanagement and problemsolving skills.
- Ability to oversee SOP development training coordination and change control processes.
- PMP certification is a strong plus.
- Bachelors degree in Business Administration Project Management Public Administration or a related field.
Must be able to pass a federal background check that inlcudes a credit check.
Required Experience:
Manager
Key Skills
About Company
Systems Integration is a provider of turnkey contact center infrastructure solutions and IT services that helps U.S. government and businesses to elevate their customer satisfaction.
