Federal Contact Center Program Manager at Systems Integration, Inc. (SII) in Washington, DC, USA

Job description

• Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Federal Contact Center 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. This role directs planning, staffing, financial coordination, performance monitoring, and communication with government officials. The Program Manager ensures the program meets contractual obligations, maintains high‑quality service delivery, and drives continuous improvement in processes, technology, and customer experience.

Responsibilities

• Program Leadership & Oversight
• Manage and implement all project requirements for a Contact Center supporting a federal government program.
• 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.
• Stakeholder & Government Coordination
• 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.
• Operational & Financial Management
• 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.
• Training & Process Governance
• 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.
• Innovation & Continuous Improvement
• 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.

Requirements

• 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.
• PMP certification is a strong plus.
• Bachelor's degree in Business Administration, Project Management, Public Administration, or a related field.
• Must be able to pass a federal background check that inlcudes a credit check.

Skills

Required

• Contact center operations
• Performance metrics
• Customer service best practices
• Budget management
• Staffing plans
• Subcontractor performance management
• Communication
• Stakeholder management
• Problem-solving
• SOP development
• Training coordination
• Change control processes

Preferred

• PMP certification