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.