Deputy Program Manager

ASRC Federal • Gettysburg, PA

5d • Hybrid

About The Position

ASRC Federal Technology Solutions (AFTS) is seeking an experienced Deputy Program Manager to lead a consolidated contact center for the Federal Communications Commission (FCC) in Gettysburg, PA. This role is perfect for candidates who thrive on delivering exceptional customer service, optimizing processes, and guiding a team of contact center subject matter experts to consistently high performance. Work location: Onsite at least three days per week. Clearance: Ability to successfully complete a government background investigation.

Requirements

• Bachelor’s degree, Masters Preferred
• 10 Years of experience in an operational and technical project/program environment
• Project Management Professional (PMP) Certification
• Proven ability to manage an operational support team in a fast-paced environment
• Strong understanding of contact center operations and ticketing systems
• Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders
• Strong problem-solving skills with the ability to balance technical, operational, and customer priorities
• US citizenship to meet contract requirements and successfully complete a government issued background investigation

Responsibilities

• Working closely with the Program Manager, lead the daily operations and technical aspects of the consolidated contact center, ensuring timely, accurate, and customer-focused support across all FCC consumers
• Serve as the primary point of contact for customer communication, leading review sessions focused on service performance, trends, and improvement opportunities
• Oversee the development and maintenance of contact center procedures, documentation, and knowledge base resources
• Manage staffing, training, and professional development for contact center personnel
• Monitor technical, operational, and schedule milestones to ensure alignment with contractual obligations
• Identify areas for process optimization and propose improvements to enhance customer experience and operational efficiency
• Support proposal development, planning activities, and technology roadmap discussions when expanding services or introducing new capabilities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager