Program Manager – Federal Contact Center (Remote)

ITCON Services is a forward-thinking consulting firm delivering innovative technology and management solutions that help our federal clients achieve mission success. We pride ourselves on fostering a collaborative, high-performance environment where experienced professionals can make a meaningful impact.

ITCON is seeking an experienced Program Manager to lead a large-scale federal contact center program. This high-visibility leadership role will serve as the primary point of contact for the client and will have overall responsibility for contract execution, operational performance, workforce readiness, facility operations, financial management, and successful service delivery.

The ideal candidate is an accomplished federal program leader with direct experience managing large-scale contact/call center operations and a proven ability to lead complex, distributed teams while meeting contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and customer service requirements.

What You'll Do

• Serve as the overall Program Manager for the contract and primary point of contact for the federal client.
• Lead the planning, execution, and successful delivery of all contractual requirements and program objectives.
• Oversee day-to-day contact center operations, ensuring consistent, high-quality service delivery and operational readiness.
• Provide oversight of contact center facility operations, ensuring facilities, personnel, processes, and resources are prepared to support program requirements.
• Lead staffing and workforce strategy, including resource allocation, workforce readiness, performance management, and coordination across multiple teams and shifts.
• Manage and provide leadership to large, geographically distributed teams, functional leaders, and subcontractors.
• Monitor operational performance against established SLAs, KPIs, quality standards, and customer service requirements.
• Analyze performance trends, identify operational risks and service gaps, and implement corrective actions and continuous improvement initiatives.
• Oversee financial management of the program, including budgeting, forecasting, cost control, and resource management.
• Ensure compliance with contract requirements, federal regulations, security requirements, policies, procedures, and company standards.
• Develop and deliver executive-level reports, performance updates, and recommendations to client and company leadership.
• Facilitate effective communication among client representatives, program leadership, subcontractors, and internal stakeholders.
• Identify, escalate, and resolve contract and operational issues efficiently while minimizing impact to service delivery.
• Maintain program readiness and support operational requirements outside of standard business hours when necessary.

What You Bring

• Proven experience managing large, complex federal contracts or programs.
• Demonstrated experience leading large-scale contact/call center operations.
• Experience managing contact center facilities, staffing, workforce readiness, service delivery, and operational performance.
• Experience leading large, distributed and/or multi-shift operational teams.
• Demonstrated experience managing performance against SLAs, KPIs, quality standards, and customer satisfaction metrics.
• Strong understanding of workforce planning, performance management, operational risk, quality assurance, and continuous improvement.
• Demonstrated financial management experience, including budgeting, forecasting, cost management, and resource allocation.
• Strong federal customer and stakeholder management experience with the ability to communicate effectively with senior government and corporate leadership.
• Experience managing cross-functional teams and subcontractor relationships.
• Excellent oral and written communication skills.
• Strong organizational, analytical, decision-making, and problem-solving skills.
• Ability to effectively prioritize workloads and manage competing demands in a mission-critical environment.
• Advanced proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.

Requirements

• 15+ years of progressive program, operations, or senior management experience.
• Direct experience leading and managing large-scale contact/call center operations is required.
• Experience overseeing contact center facility operations, staffing, workforce readiness, and service delivery is required.
• Experience managing complex federal contracts or programs.
• Experience managing large, distributed and/or multi-shift teams.
• High School Diploma or equivalent required.
• U.S. Citizenship required.
• Must be eligible to obtain and maintain a Client Public Trust clearance and PIV card.
• Must reside within the continental United States, Alaska, Hawaii, or Puerto Rico.
• Ability to support program needs outside of standard business hours as required.

Preferred Qualifications

• Bachelor's degree in Business Administration, Management, Information Technology, or a related field.
• Project Management Professional (PMP) certification or equivalent.
• Previous experience supporting Client or other large federal civilian programs.
• Experience leading high-volume and/or 24/7 contact center operations.
• Experience with federal contract compliance, quality assurance, risk management, reporting, and audit readiness.
• Experience implementing operational and process improvement initiatives within large-scale service delivery environments.

Why Join ITCON?

• Opportunity to lead a mission-critical federal program.
• High-visibility leadership role with direct client engagement.
• Collaborative and supportive team environment.
• Competitive compensation and benefits.
• 100% remote flexibility.

Equal Opportunity Employer

ITCON 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.