Senior Program Manager

NTT DATA•Washington, DC

16d

About The Position

Strategic Planning and Operational Oversight: Develop coordination center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Identify and evaluate state-of-the-art technologies, define user requirements, and establish technical specifications, production, productivity, quality, and customer-service standards. Contribute to organizational strategic plans and reviews. Oversee the operational planning, establishment, execution, and evaluation of this multi-faceted project. Analyze business and user needs, document requirements, and translate them into system specifications. Provide consultation on complex projects and serve as a top-level contributor/specialist in systems analysis, considering the business implications of technology applications in current and future environments. Proven experience leading projects or contracts with demonstrated ability to manage a project and provide guidance and direction for specific tasks or sub-tasks. Expertise in coordination center operations management, including system performance monitoring, process improvement, and quality assurance. Strong knowledge of customer interaction systems, voice networks, and user interfaces. Ability to formulate and define system scope and objectives, solve complex problems, and translate business needs into system requirements. Familiarity with emerging trends, technologies, and best practices in coordination center operations and systems management. Demonstrate knowledge of customer interaction systems, voice response systems, voice networks, and user interfaces. Develop and execute user acceptance test plans, manage system deployments, conduct assessments, and provide systems recommendations. Monitor system performance, identify and resolve issues, and prepare action plans to address system audits and analyses. Manage system upgrades, process improvements, and quality assurance programs. Maintain professional and technical knowledge by tracking emerging trends in coordination center operations management. Attend educational workshops, review professional publications, establish personal networks, benchmark best practices, and participate in professional societies. o Ensure all NCC SOPs are updated as needed and create SOPs for new programs or lines of business.

Requirements

Bachelor's degree
Minimum 12 years of experience managing large, complex programs/projects.
Ability to obtain a Public Trust clearance.
Secret security clearance
Expertise in coordination center operations management, including system performance monitoring, process improvement, and quality assurance.
Strong knowledge of customer interaction systems, voice networks, and user interfaces.
Ability to formulate and define system scope and objectives, solve complex problems, and translate business needs into system requirements.
Familiarity with emerging trends, technologies, and best practices in coordination center operations and systems management.
Demonstrate knowledge of customer interaction systems, voice response systems, voice networks, and user interfaces.
Develop and execute user acceptance test plans, manage system deployments, conduct assessments, and provide systems recommendations.

Responsibilities

Develop coordination center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Identify and evaluate state-of-the-art technologies, define user requirements, and establish technical specifications, production, productivity, quality, and customer-service standards.
Contribute to organizational strategic plans and reviews.
Oversee the operational planning, establishment, execution, and evaluation of this multi-faceted project.
Analyze business and user needs, document requirements, and translate them into system specifications.
Provide consultation on complex projects and serve as a top-level contributor/specialist in systems analysis, considering the business implications of technology applications in current and future environments.
Manage a project and provide guidance and direction for specific tasks or sub-tasks.
Monitor system performance, identify and resolve issues, and prepare action plans to address system audits and analyses.
Manage system upgrades, process improvements, and quality assurance programs.
Maintain professional and technical knowledge by tracking emerging trends in coordination center operations management.
Ensure all NCC SOPs are updated as needed and create SOPs for new programs or lines of business.