Note: The job is a remote job and is open to candidates in USA. Tria Federal is a company that delivers digital services and technology solutions for the health and safety of veterans, service members, and civilians. They are seeking a seasoned Operations & Technical Program Manager to oversee a high-volume federal contact center program, ensuring effective service delivery and continuous innovation in helpdesk operations.
Responsibilities
- Own end-to-end service delivery across all program areas, ensuring SLA, SLO, and QASP compliance for contact volumes exceeding 100,000 interactions per month
- Serve as the primary COR-facing point of accountability; lead weekly, monthly, and quarterly program reviews with CMS stakeholders
- Manage high-volume helpdesk environments supporting federal customers, including call center operations, ticket management, escalation handling, quality assurance, workforce planning, and performance monitoring
- Provide leadership across Tier 1, Tier 2, and specialized support teams to ensure operational alignment, responsiveness, and accountability
- Monitor key performance indicators, including average speed to answer, abandonment rate, first call resolution, mean time to resolve, ticket aging, customer satisfaction, backlog volume, and SLA compliance
- Partner with staffing, training, workforce management, and quality teams to ensure proper coverage, skill alignment, and continuous improvement of helpdesk performance
- Identify operational risks, service delivery gaps, and recurring issues, and implement corrective action plans to improve outcomes
- Serve as a key customer-facing leader for operational reviews, performance discussions, transition activities, and executive-level reporting
- Support transition-in, ramp-up, stabilization, and continuous improvement activities across the program
- Lead the technical program management function for the helpdesk platform, including management of the technical roadmap, service desk backlog, process automation initiatives, and platform enhancement priorities
- Work closely with engineering, service management, cybersecurity, infrastructure, and application teams to identify, prioritize, and implement technical improvements that enhance helpdesk efficiency and user experience
- Lead sprint planning, backlog grooming, velocity tracking, and retrospectives using Agile/SAFe methodologies
- Partner with engineering and solution architects to define technical requirements, acceptance criteria, and definition-of-done standards for platform features
- Drive implementation and optimization of the Amazon Connect contact center platform — including Amazon Lex chatbot deflection, Contact Lens QA analytics, and Amazon Q AI integration
- Oversee ServiceNow (SNOW) integration planning and external dependency management (e.g., ICF-managed enterprise SNOW enhancements)
- Own and manage the service desk innovation backlog, ensuring that requirements are clearly defined, prioritized, tracked, and delivered in alignment with program objectives
- Drive adoption of modern service desk capabilities, including automation, self-service, knowledge management, AI-enabled support, analytics, workflow optimization, and improved integration across ITSM platforms
- Translate operational pain points into actionable technical initiatives and measurable improvement plans
- Facilitate cross-functional planning sessions, backlog reviews, sprint prioritization, stakeholder updates, and implementation readiness discussions
- Ensure technical initiatives are aligned with federal contract requirements, security standards, operational needs, and customer priorities
- Champion a culture of innovation within the service desk; identify and prototype AI/automation use cases including predictive analytics, workforce management (WFM) optimization, and automated QA
- Evaluate emerging contact center technologies (voice bots, LLM-powered agent assist, omnichannel routing) and develop business cases for adoption
- Lead development of innovation proposals, ROM analyses, and surge CLIN responses aligned to government appetite for modernization
- Track industry benchmarks and federal contact center best practices; embed findings into program improvement plans
- Collaborate with BD/capture teams on white papers, past performance documentation, and proposal technical volumes
- Develop and implement strategies to improve service desk performance, reduce call and ticket volume, increase first-contact resolution, and improve customer satisfaction
- Use data-driven analysis to identify trends, recurring incidents, process bottlenecks, knowledge gaps, and automation opportunities
- Champion ITIL-based service management practices, including incident management, request fulfillment, problem management, change coordination, knowledge management, and continual service improvement
- Lead root cause analysis efforts for recurring issues and ensure corrective actions are implemented and tracked to closure
- Partner with knowledge management teams to improve scripts, standard operating procedures, job aids, and self-service content
- Establish a culture of accountability, responsiveness, innovation, and customer-focused service delivery
Skills
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field
- 10+ years of progressive experience in federal IT service delivery or contact center program management
- Minimum 5 years in a senior program management role overseeing operations of 100,000+ monthly contact center interactions within a federal government contract environment
- Demonstrated experience managing multi-CLIN, multi-vendor federal contracts at CMS, HHS, or comparable civilian health agencies
- Proven Agile/SAFe TPM experience: backlog ownership, sprint cadence management, and stakeholder-facing technical reporting
- Hands-on experience with cloud-native contact center platforms
- Track record of driving automation or AI adoption in a help desk or service desk context (chatbots, predictive routing, automated QA)
- Technical Competencies: Contact Center Platforms: Amazon Connect (required), NICE CXone or comparable (migration experience a plus)
- ITSM & CRM: ServiceNow (IT Service Management workflows, SLA management, ticketing)
- AI/Automation: Amazon Lex, Contact Lens, Amazon Q, WFM tooling, or equivalent intelligent automation platforms
- Analytics & Reporting: QuickSight, Power BI, or equivalent BI platforms for operational dashboards
- Agile Tools: Jira, Confluence, Azure DevOps, or equivalent
- Cloud & Security: AWS GovCloud familiarity; CMS ARS / NIST 800-53 framework awareness
- SDLC: Environment governance (Dev/Test/Prod discipline), CI/CD pipeline awareness, change management
- Master's degree preferred (MPA, MBA, MS-IT, or equivalent)
- Amazon Connect experience strongly preferred
- Migration experience with NICE CXone or comparable
Benefits
- We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work *and* in life.
- Opportunities to learn new skills, seize new challenges, and advance your career as we grow.
Company Overview