Senior Program Manager

• Act as the primary liaison between client leadership and the contracting team
• Ensure seamless communication, effective coordination, and the successful execution of project objectives
• Provide strategic planning, oversight, and adaptability to handle high-profile tasks and quick-turnaround deliverables
• Provide leadership, strategic direction, and technical expertise while maintaining the highest standards of quality and efficiency
• Drive innovation, maintaining quality standards, and achieving program objectives
• 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
• 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
• Ensure all NCC SOPs are updated as needed and create SOPs for new programs or lines of business
• Formulate and define system scope and objectives based on user needs and a thorough understanding of business systems and industry requirements
• Devise or modify procedures to solve complex problems, considering system capacity, operational time, and desired results
• 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
• Accomplish organizational goals by accepting ownership of new and unique requests
• Explore opportunities to add value and enhance job accomplishment

• Bachelor’s degree
• Minimum 12 years of experience managing large, complex programs/projects
• Ability to obtain a Public Trust clearance
• 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

Possess an active Secret security clearance