Role overview

Qualifications

10+ years of project or program management experience, preferably supporting federal contracts or contact center operations
Proven ability to manage large, complex programs with multiple stakeholders
Strong understanding of PWS execution, SLAs, and contract compliance requirements
Exceptional communication and leadership skills, with experience interfacing directly with government clients

Responsibilities

Provide full oversight of all contractor performance under the PWS, ensuring compliance with contract requirements and service level agreements (SLAs)
Lead end-to-end program execution, including planning, staffing, performance management, and service delivery
Serve as the primary point of contact for the Contracting Officer (CO) and Contracting Officer’s Representative (COR)
Monitor program performance metrics and implement strategies to drive continuous improvement

Key facts

Remote from: Virginia (USA)
Full time
Expert & Leadership (>10 years)
Project Manager
English

Hard skills

Project Management Issue Management Program Implementation Risk Management

Other skills

Team Leadership
Decision Making
Communication
Collaboration
Accountability
Problem Solving

About the company

ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Company details

Company size51 - 200

Links

Website LinkedIn See all jobs

Your match analysis

See how your profile stacks up against this role.

We compared the job requirements to your profile to show where you're strong and where you fall short.

Job description

Remote Project Manager – Contact Center (USCIS Program)
ITCON Services is seeking an experienced and highly accountable Project Manager to lead delivery for a large-scale contact center program supporting U.S. Citizenship and Immigration Services (USCIS).
In this role, you will serve as the single point of contact for government stakeholders and have full responsibility for ensuring all work performed under the Performance Work Statement (PWS) is executed successfully. This is a high-visibility leadership position requiring strong operational oversight, stakeholder management, and the ability to deliver results in a fast-paced, mission-driven environment.
Why Join ITCON?

Lead a high-impact federal program supporting millions of customers
Serve as a trusted advisor to government leadership (CO/COR)
Join a growing, collaborative organization focused on innovation and excellence
Access competitive benefits and professional development opportunities
Work remotely while leading a large-scale, complex operation

What You’ll Do
Program Leadership & Delivery

Provide full oversight of all contractor performance under the PWS, ensuring compliance with contract requirements and service level agreements (SLAs)
Lead end-to-end program execution, including planning, staffing, performance management, and service delivery
Ensure consistent delivery of high-quality customer service and operational excellence

Government Stakeholder Management

Serve as the primary point of contact for the Contracting Officer (CO) and Contracting Officer’s Representative (COR)
Provide regular updates, reports, and briefings on program performance, risks, and key initiatives
Build strong partnerships with government stakeholders to ensure alignment and successful outcomes

Operational Oversight & Issue Resolution

Monitor program performance metrics and implement strategies to drive continuous improvement
Ensure timely identification and resolution of technical, operational, and customer service issues
Respond to technical or operational problems within 1 hour during core business hours

Team Leadership & Coordination

Lead cross-functional teams including operations, quality, training, and IT support
Ensure proper staffing, resource allocation, and workforce planning to meet program demands
Foster a culture of accountability, collaboration, and high performance

What You Bring

10+ years of project or program management experience, preferably supporting federal contracts or contact center operations
Proven ability to manage large, complex programs with multiple stakeholders
Strong understanding of PWS execution, SLAs, and contract compliance requirements
Exceptional communication and leadership skills, with experience interfacing directly with government clients
Ability to manage risk, resolve issues quickly, and make sound decisions under pressure
Experience in contact center operations or customer service environments strongly preferred

Requirements

U.S. Citizenship required
Must be available Monday–Friday, 8:00 AM – 6:00 PM EST
Ability to respond to technical or operational issues within 1 hour
Ability to obtain and maintain required government clearance (if applicable)

Preferred (Not Required)

Experience supporting USCIS or similar federal agencies
Familiarity with contact center technologies and reporting tools
PMP or similar project management certification (a plus, not required)