Program Manager Jobs

About The Position

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

Benefits

• health care
• dental
• vision
• life insurance
• 401(k)
• education assistance
• paid time off
• PTO
• holidays
• any other paid leave required by law