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Remote Project Manager - Contact Center

ITCON Services -
Virginia

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Job Details

Qualifications

Customer communication
Technical troubleshooting support
Stakeholder relationship building
Stakeholder management

Full Job Description

Remote Project Manager – Federal Contact Center
Lead a Mission-Critical Federal Contact Center Program

ITCON Services is seeking an experienced and highly accountable Project Manager to lead the successful delivery of a large-scale federal contact center program.

In this role, you will serve as the primary point of contact for government stakeholders and have full responsibility for ensuring all work performed under the Performance Work Statement (PWS) is executed successfully. This is a high-visibility leadership position requiring strong operational oversight, stakeholder management, and the ability to deliver results in a fast-paced, mission-driven environment.

Why Join ITCON?

Lead a high-impact federal program supporting millions of customers
Serve as a trusted advisor to government leadership and key stakeholders
Join a growing, collaborative organization focused on innovation and excellence
Access competitive benefits and professional development opportunities
Work remotely while leading a large-scale, complex operation

What You’ll Do

Program Leadership & Delivery

Provide full oversight of all contractor performance under the PWS, ensuring compliance with contract requirements and service level agreements (SLAs)
Lead end-to-end program execution, including planning, staffing, performance management, and service delivery
Ensure consistent delivery of high-quality customer service and operational excellence

Government Stakeholder Management

Serve as the primary point of contact for the Contracting Officer (CO) and Contracting Officer’s Representative (COR)
Provide regular updates, reports, and briefings on program performance, risks, and key initiatives
Build strong partnerships with government stakeholders to ensure alignment and successful outcomes

Operational Oversight & Issue Resolution

Monitor program performance metrics and implement strategies to drive continuous improvement
Ensure timely identification and resolution of technical, operational, and customer service issues
Respond to technical or operational problems within 1 hour during core business hours

Team Leadership & Coordination

Lead cross-functional teams including operations, quality, training, and IT support
Ensure proper staffing, resource allocation, and workforce planning to meet program demands
Foster a culture of accountability, collaboration, and high performance

What You Bring

10+ years of project or program management experience, preferably supporting federal contracts or contact center operations
Proven ability to manage large, complex programs with multiple stakeholders
Strong understanding of PWS execution, SLAs, and contract compliance requirements
Exceptional communication and leadership skills, with experience interfacing directly with government clients
Ability to manage risk, resolve issues quickly, and make sound decisions under pressure
Experience in contact center operations or customer service environments strongly preferred

Requirements

U.S. Citizenship required
Must be available Monday–Friday, 8:00 AM – 6:00 PM EST
Ability to respond to technical or operational issues within 1 hour
Ability to obtain and maintain required government clearance (if applicable)

Preferred

Experience supporting large-scale federal programs or similar mission-critical government operations.
Familiarity with contact center technologies, performance reporting tools, and customer experience platforms.
PMP or similar project management certification is a plus but not required.

Quick Apply

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Lead a Mission-Critical Federal Contact Center Program