Operations & Technical Program Manager
New
T
Tria FederalFederal IT Services
100% Remote within the United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 10+ years of progressive experience in federal IT service delivery or contact center program management
- Required Skills
- AgileJiraServiceNow
Requirements
- Bachelor’s degree in IT, Computer Science, Business Administration, or 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 100,000+ monthly contact center interactions in a federal environment.
- Experience managing multi-CLIN, multi-vendor federal contracts at CMS, HHS, or comparable agencies.
- Proven Agile/SAFe TPM experience: backlog ownership, sprint management, and technical reporting.
- Hands-on experience with cloud-native contact center platforms (Amazon Connect required).
- Track record of driving automation or AI adoption in a help desk/service desk context.
- Proficiency with ServiceNow, Jira/Confluence/Azure DevOps, and BI tools like Power BI or QuickSight.
- Familiarity with AWS GovCloud and CMS ARS/NIST 800-53 security frameworks.
Responsibilities
- Own end-to-end service delivery ensuring SLA/SLO/QASP compliance for 100,000+ monthly interactions.
- Serve as primary COR-facing point of accountability for CMS stakeholders.
- Manage high-volume helpdesk environments including escalation handling, QA, and workforce planning.
- Lead Tier 1, Tier 2, and specialized support teams.
- Lead technical program management function, including roadmap, backlog grooming, and sprint planning using Agile/SAFe.
- Drive implementation of Amazon Connect, Amazon Lex, and Amazon Q AI integration.
- Develop and implement strategies for service desk performance improvement and volume reduction.
- Champion innovation by prototyping AI/automation use cases for predictive analytics and automated QA.
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