Req ID: 383908

We are currently seeking a Program Manager to join our team in Washington, District of Columbia (US-DC), United States (US).

Job Summary:

The Program Manager role is responsible for overseeing - and delivering on - multiple task orders related to call centers supporting government agency needs. The call centers vary in size, complexity, and duration. The Program Manager interfaces with leadership, manages staff and subcontractor performance, oversees program operations, and ensures successful delivery of services across all projects/call center areas.

Job Duties:

• Lead cross-functional teams and manage large, multi-site or global programs.
• Oversee program execution, including activity oversight, delivery management, and performance tracking.
• Interface with government or client leadership to ensure alignment with enterprise-wide and project-focused goals.
• Identify and communicate potential contractual, operational, or performance issues.
• Guide personnel in operations, technical efforts, deliverable production, and staff management.
• Manage investments, costs, scheduling, resources, and technical capabilities.
• Ensure quality assurance, risk management, and compliance with program requirements.
• Provide strategic direction, including implementation of Agile or SAFe methodologies when applicable.
• Collaborate with CIO, CISO, COR, and senior leadership stakeholders.
• Support development of modernization strategies, cloud and infrastructure migrations, IT service operations, and customer-facing service improvements.
• Oversee PMO functions including project management standards, collaboration, and consistency across workstreams.
• Track, assess, and approve deliverables before submission to leadership.
• Ensure performance management through metrics, risk management controls, and continuous improvement initiatives.
• Provide oversight related to service delivery, infrastructure services, lifecycle operations, and modernization initiatives.
• Lead workforce planning, resource management, and staff scheduling across diverse environments such as contact centers or IT support operations.

Basic Qualifications:

• Bachelor's degree
• Minimum 8 years of experience managing a large (or multiple small/medium sized) call center(s) comprised of 100+ customer service/support agents
• PMP or similar nationally recognized project management certification.
• Active Secret Security Clearance

Preferred Qualifications:

• Demonstrated ability to supervise staff, manage operations, ensure quality, and coordinate large-scale programs.
• Experience managing call centers with 250+ customer service/support agents.
• Experience standing up and drawing down call centers.
• Experience managing multiple concurrent projects with multiple employee and contractor staff.
• Experience supporting the technical support needs of customer service/support agents, i.e. procuring/replacing/delivering/upgrading hardware and software needed for call center support.

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $97,391 - $162,319. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use [redacted].com, [redacted].com and [redacted].nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.