[Hiring] Senior Program Manager @IIIIIIUS

Role Description

Please note: This role is contingent upon contract award. While it is not an immediate opening, we are actively interviewing and extending contingent offers in anticipation of award.

ICF is seeking an experienced Senior Program Manager to lead a large-scale federal Contact Center Operations and Digital Modernization program. The Program Manager will have overall responsibility for the successful management, delivery, and performance of the program, providing leadership for:

• Contract execution
• Operational oversight
• Modernization initiatives
• Personnel management
• Financial performance
• Customer satisfaction

The Program Manager serves as the primary day-to-day interface with Government program stakeholders, provides leadership and supervision to program staff, oversees multiple integrated technical and operational workstreams, and ensures effective coordination across functional teams.

The successful candidate will possess extensive experience managing large federal technology and operations programs, leading modernization initiatives, and delivering enterprise-scale contact center capabilities using:

• Cloud platforms
• AI-enabled solutions
• CRM technologies
• Workflow automation
• Agile delivery methodologies

Job Location: Remote work within the United States is authorized. Must support US Eastern time zone working hours.

*If you accept this position, you should note that ICF does monitor employee work locations, blocks access from foreign locations/foreign IP addresses, and prohibits personal VPN connections.

Qualifications

• Ability to obtain and maintain a Public Trust determination.
• Must reside in the United States, and work must be performed within the United States.
• Bachelor's degree from an accredited institution.
• 12+ years of experience managing large federal IT, contact center, or business transformation programs.
• 7+ years of experience leading enterprise contact center operations or customer experience programs.
• 5+ years of experience managing Agile software development or digital modernization initiatives.

Requirements

• Experience managing geographically dispersed teams supporting federal customers.
• Experience managing subcontractors and multi-vendor delivery environments.
• Experience with enterprise platforms such as ServiceNow, CRM solutions, Contact Center as a Service (CCaaS), or similar technologies.
• Experience leading enterprise contact center modernization initiatives.
• Experience implementing AI-enabled customer service capabilities.
• Experience with ServiceNow Customer Service Management (CSM), IT Service Management (ITSM), or CRM implementations.
• Experience with enterprise contact center platforms such as Genesys, Amazon Connect, NICE CXone, Cisco, Five9, or similar technologies.
• Experience with Salesforce, Microsoft Dynamics, or comparable CRM platforms.
• Knowledge of customer experience (CX) best practices and human-centered design principles.
• Experience managing transition-in efforts for large federal contracts.
• Experience working within FedRAMP cloud environments.
• Project Management Professional (PMP) certification.
• Certified Scrum Master (CSM), PMI Agile Certified Practitioner (PMI-ACP), or SAFe certification.
• ITIL Foundation certification.
• Lean Six Sigma certification.

Benefits

• ICF is a global advisory and technology services provider.
• We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges.
• We are an equal opportunity employer.
• Reasonable accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.

Pay Range

The pay range for this position based on full-time employment is: $174,701.00 - $296,992.00.