Deputy Program Manager

ASRC Federal•Gettysburg, PA

6d•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.

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