Deputy Project Manager

Tria Federal

20h•Remote

About The Position

We are looking for a highly skilled Deputy Program Manager to lead our Business Operations Services Center, which operates on the CXone and ServiceNow platforms, supported by tools like JIRA and Confluence. This role is pivotal in managing stakeholder relationships, fostering a growth mindset, and driving continuous innovation to deliver exceptional customer experiences. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Service Level Agreements (SLAs) and driving the program forward through strategic insight and proactive management.

Requirements

Ability to obtain a U.S. Federal Position of Trust clearance designation.
Must reside in and be able to perform work in the United States.
Must have lived in the United States for 3 of the last 5 years.
Bachelor’s degree in business, management, information systems, or related field.
Minimum of 7 years in project/program management or operations, preferably within a business operations service center environment.
Experience with CXone, ServiceNow, JIRA, and Confluence is highly desired.
Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization.
Proven track record in leading teams to meet and exceed SLAs.
Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges.
Experience with continuous improvement methodologies and a commitment to driving process optimization.
Proficiency in using project management and collaboration tools like JIRA and Confluence.
A thought leader who can inspire teams and lead by example.
Adaptable and resourceful, with a proactive approach to problem-solving.
Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively.

Nice To Haves

MBA or equivalent is a plus.

Responsibilities

Build and maintain strong relationships with internal and external stakeholders, acting as the primary point of contact for the Business Operations Services Center. Translate their needs into actionable program goals and deliverables, ensuring alignment with the organization’s strategic objectives.
Promote a culture of continuous improvement, leveraging CXone, ServiceNow, JIRA, and Confluence to enhance operational efficiency and customer satisfaction. Drive innovation through emerging tools and technologies, such as conversational AI, automated quality assurance, and real-time dashboards.
Serve as a thought leader within the organization, proactively identifying and implementing best practices to support operational competence. Encourage a growth mindset across the team, fostering a collaborative and learning-oriented environment.
Ensure the Business Operations Services Center consistently meets and exceeds SLAs. Utilize data-driven insights to optimize processes, address performance gaps, and set benchmarks for excellence. Implement scorecards and performance tracking metrics to maintain high standards in service delivery.
Lead cross-functional initiatives, coordinating between technical and business teams to deliver seamless operations. Use tools like JIRA and Confluence to manage project timelines, track progress, and document key outcomes. Oversee the transition plan, including defining milestones, setting timelines, and ensuring readiness for all program phases.
Develop a roadmap that aligns with the company’s goals, focusing on scalable solutions that meet both short-term operational needs and long-term strategic vision. Regularly review and refine the roadmap to incorporate feedback, new technology trends, and evolving business requirements.