NTT DATA North America · 10 hours ago
Senior Program Manager
Washington, DC
Full-time
Onsite
Senior Level, Lead/Staff
12+ years expNTT DATA North America is a leading business and technology services provider, and they are seeking a Senior Program Manager to oversee project management and team leadership. The role involves strategic planning, operational oversight, and ensuring effective communication between clients and the project team to achieve program objectives.
ConsultingDigital MarketingInformation ServicesInformation TechnologyIT Management
No H1B
Security Clearance Required
Responsibilities
Develop coordination center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses
Identify and evaluate state-of-the-art technologies, define user requirements, and establish technical specifications, production, productivity, quality, and customer-service standards
Contribute to organizational strategic plans and reviews
Oversee the operational planning, establishment, execution, and evaluation of this multi-faceted project
Demonstrate knowledge of customer interaction systems, voice response systems, voice networks, and user interfaces
Develop and execute user acceptance test plans, manage system deployments, conduct assessments, and provide systems recommendations
Monitor system performance, identify and resolve issues, and prepare action plans to address system audits and analyses
Manage system upgrades, process improvements, and quality assurance programs
Maintain professional and technical knowledge by tracking emerging trends in coordination center operations management
Attend educational workshops, review professional publications, establish personal networks, benchmark best practices, and participate in professional societies. o Ensure all NCC SOPs are updated as needed and create SOPs for new programs or lines of business
Formulate and define system scope and objectives based on user needs and a thorough understanding of business systems and industry requirements
Devise or modify procedures to solve complex problems, considering system capacity, operational time, and desired results
Analyze business and user needs, document requirements, and translate them into system specifications
Provide consultation on complex projects and serve as a top-level contributor/specialist in systems analysis, considering the business implications of technology applications in current and future environments
Accomplish organizational goals by accepting ownership of new and unique requests
Explore opportunities to add value and enhance job accomplishment
Proven experience leading projects or contracts with demonstrated ability to manage a project and provide guidance and direction for specific tasks or sub-tasks
Expertise in coordination center operations management, including system performance monitoring, process improvement, and quality assurance
Strong knowledge of customer interaction systems, voice networks, and user interfaces
Ability to formulate and define system scope and objectives, solve complex problems, and translate business needs into system requirements
Familiarity with emerging trends, technologies, and best practices in coordination center operations and systems management
Qualification
Required
Bachelor's degree
Minimum 12 years of experience managing large, complex programs/projects
Ability to obtain a Public Trust clearance
Proven experience leading projects or contracts with demonstrated ability to manage a project and provide guidance and direction for specific tasks or sub-tasks
Expertise in coordination center operations management, including system performance monitoring, process improvement, and quality assurance
Strong knowledge of customer interaction systems, voice networks, and user interfaces
Ability to formulate and define system scope and objectives, solve complex problems, and translate business needs into system requirements
Familiarity with emerging trends, technologies, and best practices in coordination center operations and systems management
Develop coordination center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses
Identify and evaluate state-of-the-art technologies, define user requirements, and establish technical specifications, production, productivity, quality, and customer-service standards
Contribute to organizational strategic plans and reviews
Oversee the operational planning, establishment, execution, and evaluation of this multi-faceted project
Demonstrate knowledge of customer interaction systems, voice response systems, voice networks, and user interfaces
Develop and execute user acceptance test plans, manage system deployments, conduct assessments, and provide systems recommendations
Monitor system performance, identify and resolve issues, and prepare action plans to address system audits and analyses
Manage system upgrades, process improvements, and quality assurance programs
Maintain professional and technical knowledge by tracking emerging trends in coordination center operations management
Attend educational workshops, review professional publications, establish personal networks, benchmark best practices, and participate in professional societies
Ensure all NCC SOPs are updated as needed and create SOPs for new programs or lines of business
Formulate and define system scope and objectives based on user needs and a thorough understanding of business systems and industry requirements
Devise or modify procedures to solve complex problems, considering system capacity, operational time, and desired results
Analyze business and user needs, document requirements, and translate them into system specifications
Provide consultation on complex projects and serve as a top-level contributor/specialist in systems analysis, considering the business implications of technology applications in current and future environments
Accomplish organizational goals by accepting ownership of new and unique requests
Explore opportunities to add value and enhance job accomplishment
Preferred
Secret security clearance
Company
NTT DATA North America
NTT DATA, Inc. is a trusted global innovator of business and technology services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
John Barr
Vice President - Insurance Strategy
Recent News
2025-12-05
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