Program Sr. Manager - Contact Center Operations

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

Other

Job Family:

Program Management

Job Qualifications:

Skills:

Contact Center Operations, Contact Centre Technology, Federal Contract Management, Federal Government Contracts, Program Management

Certifications:

None

Experience:

6 + years of related experience

US Citizenship Required:

No

Job Description:

GDIT is seeking a Program Manager to oversee an upcoming opportunity in support of the federal government. In this role, you will leverage leading-edge IT solutions to improve the customer's mission effectiveness while continuously seeking opportunities to increase efficiency through improved processes and technology. Our team will provide contact center services.

RESPONSIBILITIES:

• Meet with clients to gain feedback on team performance and take action to address gaps, if any.
• Mitigate risks, controls costs and schedule variance, and effectively manages large scale, integrated projects.
• Meet budgetary objectives and make adjustments to project constraints based on financial analysis
• Work with the team to develop comprehensive project plans to be shared with clients as well as other staff members
• Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework.
• Manage and oversee subcontractors, as well as full-time employees. Direct the work of employees assigned to the program from technical and administrative areas.
• Direct all phases of the program from inception through completion. Responsible for the cost, schedule and technical performance of the program.
• Participate in the negotiation of contract and contract changes.
• Coordinate the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract.
• Act as primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance.
• Establish milestones and monitor adherence to master plans and schedules, identifies program problems and obtains solutions, such as allocation of resources or changing contractual specifications.
• Review status of projects and budgets, manage schedules, and prepare status reports.
• Assess project issues and develop resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
• Develop mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, clients and other stakeholders.

Required Skills and Experience -

• Bachelor's degree in business, communications, or a related field (or equivalent experience)
• 6+ years program management experience leading program-focused (as opposed to IT helpdesk-focused) high volume contact center with approximately 1M contacts per year
• Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, data analysis, omnichannel operations, standard operating procedures, and CSR training.
• Expertise in contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools.
• Business acumen in federal operations, personnel management, appropriations, contracting, and labor relations.
• Outstanding written and verbal communication skills, including demonstrated experience creating concise, visually pleasing slide decks and written documents and giving presentations for various types of audiences (from CSRs to government executives).
• Ability to influence others to move to a common vision through relationship building and active listening
• Experience in identifying innovative solutions and mobilizing staff to adapt to new technologies and program priorities
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.
• Experience with day-to-day government task order management and ability to act as the primary contact for the Government regarding task order implementation.
• Business acumen in executing government task orders, including managing staffing, operations, and budget.
• Ability to monitor contact, performance, and customer experience data and identify and present recommendations for improvements to senior Government officials.

​Desired Qualifications -

• Recent (within last five years), experience leading contact center service delivery leveraging automation such as AI Chatbots, large language models, and robotic process automation.
• Experience utilizing metrics and data in order to drive program strategy.
• Experience implementing SLAs and performance metrics on a contact center program.
• Active Project Management Institute (PMI) Project Management Professional (PMP) or Program Management Professional (PgMP) certification.
• Experience managing a blank purchase agreement (BPA) or indefinite delivery / indefinite quantity (IDIQ) program with multiple call orders / task orders.

Location: Hybrid, based in Philadelphia, PA, Albuquerque, NM or Indianapolis, IN. Expect 25-50% travel to other regions of the US.

Timeline: This role is expected to start in January of 2026.

Security Clearance: Must be able to pass government background investigation for Public Trust suitability.

GDIT IS YOUR PLACE:
● Full-flex work week to own your priorities at work and at home
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays

The likely salary range for this position is $144,410 - $195,378. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

25-50%

Telecommuting Options:

Hybrid

Work Location:

USA PA Philadelphia

Additional Work Locations:

USA IN Indianapolis, USA NM Albuquerque

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

Client-provided location(s): Philadelphia, PA

Job ID: 20648_RQ203668-1

Employment Type: FULL_TIME

Posted: 2025-07-21T00:00:00