Sr Manager - Proj/Prog

The Sr. Manager provides overall leadership and management for assigned federal contact center programs and serves as the primary management focal point responsible for the administrative, managerial, supervisory, operational, and programmatic aspects of the assigned call order within the GSA gXCC program. The role ensures contractual requirements, customer expectations, key performance indicators (KPIs), schedules, staffing, financial objectives, quality standards, and deliverables are achieved while maintaining strong relationships with Government stakeholders.
The Sr. Manager leads complex, high-value and high-risk initiatives, provides direction to cross-functional teams, proactively manages risks and issues, and ensures work is delivered to specification, on schedule. This is a fully remote position; position is contingent upon contract award, and you must have the ability to pass a federal background check.
This is a fully remote role.
Position is contingent upon contract award
Must have the ability to pass a federal background check.
Equipment will be provided but must meet the remote position requirements provided below.
Home Office Requirements:

Hardwired internet (ethernet) connection directly into modem required

Internet download speed of 25mbps single/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to

Private work area and adequate power source

Video calls may be requested on occasion. Proper background and attire are required

Must be available by Voice over Internet Protocol telephony (VoIP), email,

and/or other company collaboration tools, such as Teams during scheduled hours, except for during scheduled lunch period and scheduled breaks
Essential Duties and Responsibilities:

Deliver multiple small and large projects with high values and high risk.

Develop innovative methodologies, techniques, and criteria for projects.

Facilitate the tracking and resolution of issues impacting projects.-

Provide leadership for the project team to ensure that the project is delivered to specifications, on time and within budget.

Have hiring, firing, promotion and reward authority within own area, in accordance with manager review and approval.

'- Serve as the primary management focal point for assigned call orders, overseeing Contractor personnel, technical assistance, work requirements, operational priorities, and programmatic issues

Lead the planning, implementation, operation, and continuous improvement of complex, multilingual, omnichannel contact center programs supporting phone, email, chat, and other evolving customer engagement channels

Ensure contract requirements, deliverables, KPIs, service levels, schedules, quality standards, and customer commitments are achieved

Provide leadership and direction to cross-functional program teams, including operations, workforce management, quality assurance, training, content, technology, security, reporting, and other support functions

Develop and maintain program management plans, schedules, governance structures, escalation procedures, risk management approaches, roles and responsibilities, and critical dependencies

Establish strong relationships and maintain effective communication with Government customers, contracting representatives, program stakeholders, subcontractors, and internal leadership

Monitor and analyze operational, financial, staffing, quality, and performance data; identify trends and risks; develop corrective actions; and communicate results and recommendations to senior leadership and Government stakeholders as necessary

Oversee staffing and resource planning to ensure appropriate capacity is available to meet steady state, fluctuating, surge, and disaster recovery requirements

Identify financial risks, monitor utilization, and pursue cost reduction and efficiency opportunities while maintaining or improving service quality

Facilitate timely identification, escalation, tracking, and resolution of program risks, issues, dependencies, and performance gaps

Lead transition in, implementation, stabilization, and transition out activities, coordinating across customer, incumbent/successor, technology, operations, training, staffing, and supporting teams to minimize service disruption

Promote data driven decision making and continuous improvement by evaluating customer experience, operational performance, contact center trends, emerging technologies, and opportunities for automation and AI enabled capabilities

Coordinate implementation of new capabilities, customer programs, technologies, process improvements, and innovation pilots while managing associated operational and change impacts

Ensure program documentation, business rules, procedures, plans, reports, training materials, and other required artifacts are maintained, current, accessible, and compliant with contractual requirements

Ensure program operations align with applicable Government security, privacy, accessibility, quality, and compliance requirements, coordinating with appropriate technical and security personnel

Provide leadership during operational disruptions, emergencies, service level risks, and other high impact events, ensuring appropriate escalation, communication, contingency planning, and recovery activities

Develop innovative methodologies, tools, processes, and management approaches that improve program performance, operational efficiency, customer experience, and scalability

Perform other program management duties as required to meet evolving customer, contractual, and organizational priorities

Minimum Requirements

'- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

'- U.S. Citizenship and ability to pass a security clearance

Demonstrated experience managing complex programs, projects, budgets, staffing, and administrative resources

Demonstrated ability to lead cross functional teams and manage multiple concurrent priorities, deliverables, risks, and dependencies

Experience monitoring KPIs, SLAs, operational performance, budgets, staffing, schedules, and program deliverables

Strong experience with client/stakeholder management, executive communication, problem resolution, and program governance

Excellent written, verbal, analytical, organizational, and leadership skills

Experience managing Federal Government contracts or programs, including interaction with Contracting Officers, CORs, and Government program stakeholders

Experience managing large scale or complex omnichannel contact center operations, including phone, email, and chat

Knowledge of workforce management, quality assurance, training, customer experience, reporting/analytics, CRM, and contact center technologies

Experience with transition management, operational readiness, business continuity, disaster recovery, and surge operations

Experience identifying and implementing technology, automation, AI, and continuous improvement solutions

Familiarity with federal security and technology environments, including FedRAMP, FISMA, NIST requirements, CRM/CCaaS solutions, and responsible AI considerations

PMP, PgMP, ITIL, or comparable program/project management certification preferred

Home Office Requirements

Hardwired internet (ethernet) connection directly into modem required

Internet download speed of 25mbps single/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to

Private work area and adequate power source

Video calls may be requested on occasion. Proper background and attire are required

Must be available by Voice over Internet Protocol telephony (VoIP), email,

and/or other company collaboration tools, such as Teams during scheduled hours, except for during scheduled lunch period and scheduled breaks
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Minimum Salary

$90,000
Maximum Salary

$130,000

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