Technical Program Manager, Contact Center Operations

To accomplish strategic objectives by overseeing business units' delivery of large, complex technology driven programs. These large-scale efforts may comprise parallel projects and cover software development, IT infrastructure systems installation, business process engineering, and functional capabilities. Provides a forward thinking industry perspective to plan, manage and implement strategy and tactical plans to service the portfolio of projects and initiatives. Ensures effectiveness of programs through applications of active change management techniques and changing goals/priorities. Ensures the effective balancing of talent and resourcing to meet project requirements. Ensures effective coordination and management of projects and activities within the team to include project design, testing, evaluation plans, timelines, and operational planning in support of key strategic initiatives. Oversee/direct the most complex/unusual tasks of significant impact and broad latitude requiring complex analysis.

• Provide overall leadership to large strategic projects or programs
• Ensure effective management of projects from inception through implementation
• Lead and coordinate the planning, scheduling, budgeting, and resourcing of projects to scope, identify risk exposure and remediation of non-compliance to standards
• Proactively work with internal clients and other business areas to create project plans with clear objectives, detailed tasks, accountabilities, timelines, and estimated budgets/corporate
• Assist with strategy development by providing assessments of project performance, skills requirements/needs and client needs
• Provide forward thinking technical expertise in current and emerging technologies, trends and practices
• Plan, develop and implement standards, communications, programs and services according to best practices
• Forecast initiatives to project strategic plan goals and assess current performance
• Lead large, advanced multidisciplinary projects & initiatives of considerable business risk & impact in accordance with Navy Federal's PPM standards
• Review project deliverables for quality, accuracy and compliance with Navy Federal policies and procedures
• Ensure project deliverables are met in accordance with customers' expectations, timelines & budget constraints
• Monitor key performance indicators, determine gaps in performance metrics, and recommend/execute change management techniques for efficiency/quality improvements
• Select and manage vendors and contracts including contract development, monitoring and issue resolution; oversee contract quality assurance, budget and cost mechanisms
• Develop critical relationships with key technical/non-technical stakeholders to gain concurrence, input, execution and change management decisions
• Direct discovery and analysis of existing processes and key controls, and identifies future internal control trends or new standards
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Stay abreast of and ensure compliance with applicable federal, state and industry laws, regulations and guidelines
• Performs other duties as assigned

• Extensive experience in project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team members
• Expertise within specialization to highly complex assignments through extensive experience of industry and subject area providing recommendations to business practices/processes and related technologies
• Significant experience in working effectively with diverse internal and external contacts
• Extensive experience leading, guiding and coaching professional staff
• Extensive experience in client/vendor management to achieve strategic/tactical goals and implementation
• Extensive experience in vendor risk management and oversight
• Expert knowledge of project lifecycles and management methodologies
• Significant experience in IT resource allocation and management
• Expert skill in building strategic and execution-focused plans and alliances with partner leadership
• Advanced skill in extensive information systems analysis and research
• Expert verbal and written communication skills
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Expert skill resolving conflicting requests and meeting changing requirements
• Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
• Master's Degree in Business Administration or the equivalent combination of training, education, and experience

Desired Qualifications

• Navy Federal Project Portfolio Management (PPM) knowledge
• PPM Certification or the equivalent experience

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM

Location:

• 820 Follin Lane, Vienna, VA 22180
• 5510 Heritage Oaks Drive, Pensacola, FL 32526
• 141 Security Drive, Winchester, VA 22602