Program Manager (Contact Center)

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Responsibilities for this Position Location: Any Location / RemoteFull Part/Time: Full timeJob Req: RQ198269

Type of Requisition:Pipeline

Clearance Level Must Currently Possess:None

Clearance Level Must Be Able to Obtain:None

Public Trust/Other Required:Other

Job Family:Program Management

Job Qualifications:

Skills:Contact Center Management, Federal Government Contracts, Information Technology Infrastructure Library (ITIL), ITSM, Program ManagementCertifications:NoneExperience:7 + years of related experienceUS Citizenship Required:No

Job Description:

GDIT is seeking a Program Manager to oversee an upcoming opportunity in the federal government. In this role, you will leverage leading-edge IT solutions to improve the customer's mission effectiveness while continuously seeking opportunities to increase efficiency through improved processes and technology. Our team will contact center services.

The Program Manager will oversees and manages all aspects of the program and will serves as primary point of contact between GDIT staff and the federal leadership. The PM will also have with responsibility for program execution, staff development, contract management, and financial management.

RESPONSIBILITIES:

• Meet with clients to gain feedback on team performance and take action to address gaps, if any.
• Mitigate risks, controls costs and schedule variance, and effectively manages large scale, integrated projects.
• Meet budgetary objectives and make adjustments to project constraints based on financial analysis
• Work with the team to develop comprehensive project plans to be shared with clients as well as other staff members
• Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework.
• Manage and oversee subcontractors, as well as full time employees. Direct the work of employees assigned to the program from technical and administrative areas.
• Direct all phases of the program from inception through completion. Responsible for the cost, schedule and technical performance of the program.
• Participate in the negotiation of contract and contract changes.
• Coordinate the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract.
• Act as primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance.
• Establish milestones and monitor adherence to master plans and schedules, identifies program problems and obtains solutions, such as allocation of resources or changing contractual specifications.
• Review status of projects and budgets, manages schedules, and prepares status reports.
• Assess project issues and develop resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
• Develop mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, clients and other stakeholders.

Required Skills and Experience -

• Demonstrated knowledge and experience in program and account management
• Bachelor's degree in a relevant field
• A minimum of seven years of management experience using ITIL/ITSM frameworks for a Federal Government contract(s)
• Minimum of three years managing and leading remote and geographically dispersed operations and engineering staff of varying skill levels, in a project environment

Desired Qualifications -

• Recent (within last five years), experience leading contact center service delivery leveraging automation such as AI Chatbots, large language models, and robotic process automation.
• Experience utilizing metrics and data in order to drive program strategy.
• Experience implementing SLAs and performance metrics on a contact center program.
• Active Project Management Institute (PMI) Project Management Professional (PMP) or Program Management Professional (PgMP) certification.
• Experience managing a blank purchase agreement (BPA) or indefinite delivery / indefinite quantity (IDIQ) program with multiple call orders / task orders.

Location: Remote, but expect 25-50% travel

GDIT IS YOUR PLACE: Full-flex work week to own your priorities at work and at home 401K with company match Comprehensive health and wellness packages Internal mobility team dedicated to helping you own your career Professional growth opportunities including paid education and certifications Cutting-edge technology you can learn from Rest and recharge with paid vacation and holidays

The likely salary range for this position is $158,846 - $214,910. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:40

Travel Required:10-25%

Telecommuting Options:Remote

Work Location:Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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How to Submit an Application:

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