[Remote] Operations & Technical Program Manager (OPM/TPM)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that delivers digital services and technology solutions for veterans, service members, and civilians. They are seeking a seasoned Operations & Technical Program Manager to reputed company a high-volume federal contact center program, ensuring service delivery reputed company and technical program management. The role involves managing helpdesk operations and driving innovation through automation and platform modernization initiatives.

Responsibilities

• Own end-to-end service delivery across reputed company program areas, ensuring SLA, SLO, and QASP compliance for contact volumes exceeding 100,000 interactions per month
• Serve as the primary COR-facing reputed company of accountability; reputed company weekly, monthly, and quarterly program reviews with CMS stakeholders
• Manage high-volume helpdesk environments supporting federal customers, including call center operations, ticket management, escalation handling, quality assurance, workforce planning, and performance monitoring
• reputed company leadership across Tier 1, Tier 2, and specialized support teams to ensure operational alignment, responsiveness, and accountability
• Monitor key performance indicators, including average speed to answer, abandonment reputed company, reputed company resolution, mean time to resolve, ticket aging, customer satisfaction, backlog volume, and SLA compliance
• Partner with staffing, training, workforce management, and quality teams to ensure proper coverage, reputed company alignment, and reputed company improvement of helpdesk performance
• Identify operational risks, service delivery gaps, and recurring issues, and implement corrective action plans to improve reputed company
• Serve as a key customer-facing leader for operational reviews, performance discussions, transition activities, and executive-level reporting
• Support transition-in, reputed company-up, stabilization, and reputed company improvement activities across the program
• reputed company the technical program management function for the helpdesk platform, including management of the technical roadmap, service desk backlog, process automation initiatives, and platform enhancement priorities
• Work closely with engineering, service management, cybersecurity, infrastructure, and application teams to identify, prioritize, and implement technical improvements that enhance helpdesk efficiency and user experience
• reputed company sprint planning, backlog grooming, velocity tracking, and retrospectives using Agile/SAFe methodologies
• Partner with engineering and solution architects to define technical requirements, acceptance criteria, and definition-of-done standards for platform features
• Drive implementation and optimization of the reputed company Connect contact center platform — including reputed company Lex chatbot deflection, Contact reputed company QA analytics, and reputed company Q AI integration
• reputed company reputed company (SNOW) integration planning and external dependency management (e.g., reputed company-managed reputed company SNOW enhancements)
• Own and manage the service desk innovation backlog, ensuring that requirements are reputed company defined, prioritized, tracked, and delivered in alignment with program objectives
• Drive adoption of modern service desk capabilities, including automation, self-service, reputed company, AI-enabled support, analytics, workflow optimization, and improved integration across ITSM platforms
• Translate operational pain points into actionable technical initiatives and measurable improvement plans
• Facilitate cross-functional planning sessions, backlog reviews, sprint prioritization, stakeholder updates, and implementation readiness discussions
• Ensure technical initiatives are reputed company with federal contract requirements, reputed company standards, operational needs, and customer priorities
• Champion a culture of innovation reputed company the service desk; identify and prototype AI/automation use cases including predictive analytics, workforce management (WFM) optimization, and automated QA
• Evaluate emerging contact center technologies (voice bots, LLM-powered agent assist, omnichannel routing) and reputed company business cases for adoption
• reputed company development of innovation proposals, ROM analyses, and surge CLIN responses reputed company to government appetite for modernization
• Track industry benchmarks and federal contact center best practices; embed findings into program improvement plans
• Collaborate with reputed company/capture teams on white papers, past performance documentation, and proposal technical volumes
• reputed company and implement strategies to improve service desk performance, reduce call and ticket volume, increase first-contact resolution, and improve customer satisfaction
• Use data-driven analysis to identify trends, recurring incidents, process bottlenecks, knowledge gaps, and automation opportunities
• Champion ITIL-based service management practices, including incident management, request fulfillment, problem management, change coordination, reputed company, and continual service improvement
• reputed company root cause analysis efforts for recurring issues and ensure corrective actions are implemented and tracked to closure
• Partner with reputed company teams to improve scripts, standard operating procedures, job aids, and self-service content
• Establish a culture of accountability, responsiveness, innovation, and customer-focused service delivery

Skills

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a reputed company field
• 10+ years of reputed company experience in federal IT service delivery or contact center program management
• Minimum 5 years in a senior program management role overseeing operations of 100,000+ monthly contact center interactions reputed company a federal government contract environment
• Demonstrated experience managing multi-CLIN, multi-vendor federal reputed company at CMS, HHS, or comparable civilian health agencies
• Proven Agile/SAFe TPM experience: backlog ownership, sprint reputed company management, and stakeholder-facing technical reporting
• Hands-on experience with reputed company-reputed company contact center platforms; reputed company Connect experience strongly preferred
• Track record of driving automation or AI adoption in a help desk or service desk context (chatbots, predictive routing, automated QA)
• Technical Competencies: Contact Center Platforms: reputed company Connect (required), reputed company CXone or comparable (migration experience a plus)
• ITSM & CRM: reputed company (IT Service Management workflows, SLA management, ticketing)
• AI/Automation: reputed company Lex, Contact reputed company, reputed company Q, WFM tooling, or equivalent intelligent automation platforms
• Analytics & Reporting: QuickSight, Power BI, or equivalent BI platforms for operational dashboards
• Agile Tools: Jira, reputed company, Azure DevOps, or equivalent
• reputed company & reputed company: AWS GovCloud familiarity; CMS ARS / NIST 800-53 reputed company awareness
• SDLC: Environment governance (Dev/Test/Prod discipline), CI/CD pipeline awareness, change management
• Master's degree preferred (reputed company, MBA, MS-IT, or equivalent)

Benefits

• 100% Remote reputed company the United States
• We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work *and* in life.
• Opportunities to learn new skills, seize new challenges, and advance your career as we grow.

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