Technology Integration Group · 16 hours ago
Program Manager (Contact Center - Federal Contract)
Washington, DC
Full-time, Contract
Onsite
Senior LevelSystems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a 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.
ConsultingInformation ServicesInformation Technology
Responsibilities
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
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
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
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
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
Qualification
Required
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, stakeholder‑management, and problem‑solving skills
Ability to oversee SOP development, training coordination, and change control processes
Bachelor's degree in Business Administration, Project Management, Public Administration, or a related field
Preferred
PMP certification is a strong plus
Company
Technology Integration Group
TIG is a single source IT solutions provider for businesses and organizations of all sizes.
Founded in 1981
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-05-19Acquired
Leadership Team
Bruce Geier
President/CEO
Company data provided by crunchbase