[Remote] Operations & Technical Program Manager (OPM/TPM)

Note: The job is a remote job and is open to candidates in USA. Tria Federal is a company that delivers digital services and technology solutions for veterans, service members, and civilians. They are seeking a seasoned Operations & Technical Program Manager to lead a high-volume federal contact center program, ensuring service delivery oversight and technical program management. The role involves managing helpdesk operations and driving innovation through automation and platform modernization initiatives.ResponsibilitiesOwn end-to-end service delivery across all program areas, ensuring SLA, SLO, and QASP compliance for contact volumes exceeding 100,000 interactions per monthServe as the primary COR-facing point of accountability; lead weekly, monthly, and quarterly program reviews with CMS stakeholdersManage high-volume helpdesk environments supporting federal customers, including call center operations, ticket management, escalation handling, quality assurance, workforce planning, and performance monitoringProvide leadership across Tier 1, Tier 2, and specialized support teams to ensure operational alignment, responsiveness, and accountabilityMonitor key performance indicators, including average speed to answer, abandonment rate, first call resolution, mean time to resolve, ticket aging, customer satisfaction, backlog volume, and SLA compliancePartner with staffing, training, workforce management, and quality teams to ensure proper coverage, skill alignment, and continuous improvement of helpdesk performanceIdentify operational risks, service delivery gaps, and recurring issues, and implement corrective action plans to improve outcomesServe as a key customer-facing leader for operational reviews, performance discussions, transition activities, and executive-level reportingSupport transition-in, ramp-up, stabilization, and continuous improvement activities across the programLead the technical program management function for the helpdesk platform, including management of the technical roadmap, service desk backlog, process automation initiatives, and platform enhancement prioritiesWork closely with engineering, service management, cybersecurity, infrastructure, and application teams to identify, prioritize, and implement technical improvements that enhance helpdesk efficiency and user experienceLead sprint planning, backlog grooming, velocity tracking, and retrospectives using Agile/SAFe methodologiesPartner with engineering and solution architects to define technical requirements, acceptance criteria, and definition-of-done standards for platform featuresDrive implementation and optimization of the Amazon Connect contact center platform — including Amazon Lex chatbot deflection, Contact Lens QA analytics, and Amazon Q AI integrationOversee ServiceNow (SNOW) integration planning and external dependency management (e.g., ICF-managed enterprise SNOW enhancements)Own and manage the service desk innovation backlog, ensuring that requirements are clearly defined, prioritized, tracked, and delivered in alignment with program objectivesDrive adoption of modern service desk capabilities, including automation, self-service, knowledge management, AI-enabled support, analytics, workflow optimization, and improved integration across ITSM platformsTranslate operational pain points into actionable technical initiatives and measurable improvement plansFacilitate cross-functional planning sessions, backlog reviews, sprint prioritization, stakeholder updates, and implementation readiness discussionsEnsure technical initiatives are aligned with federal contract requirements, security standards, operational needs, and customer prioritiesChampion a culture of innovation within the service desk; identify and prototype AI/automation use cases including predictive analytics, workforce management (WFM) optimization, and automated QAEvaluate emerging contact center technologies (voice bots, LLM-powered agent assist, omnichannel routing) and develop business cases for adoptionLead development of innovation proposals, ROM analyses, and surge CLIN responses aligned to government appetite for modernizationTrack industry benchmarks and federal contact center best practices; embed findings into program improvement plansCollaborate with BD/capture teams on white papers, past performance documentation, and proposal technical volumesDevelop and implement strategies to improve service desk performance, reduce call and ticket volume, increase first-contact resolution, and improve customer satisfactionUse data-driven analysis to identify trends, recurring incidents, process bottlenecks, knowledge gaps, and automation opportunitiesChampion ITIL-based service management practices, including incident management, request fulfillment, problem management, change coordination, knowledge management, and continual service improvementLead root cause analysis efforts for recurring issues and ensure corrective actions are implemented and tracked to closurePartner with knowledge management teams to improve scripts, standard operating procedures, job aids, and self-service contentEstablish a culture of accountability, responsiveness, innovation, and customer-focused service deliverySkillsBachelor's degree in Information Technology, Computer Science, Business Administration, or a related field10+ years of progressive experience in federal IT service delivery or contact center program managementMinimum 5 years in a senior program management role overseeing operations of 100,000+ monthly contact center interactions within a federal government contract environmentDemonstrated experience managing multi-CLIN, multi-vendor federal contracts at CMS, HHS, or comparable civilian health agenciesProven Agile/SAFe TPM experience: backlog ownership, sprint cadence management, and stakeholder-facing technical reportingHands-on experience with cloud-native contact center platforms; Amazon Connect experience strongly preferredTrack record of driving automation or AI adoption in a help desk or service desk context (chatbots, predictive routing, automated QA)Technical Competencies: Contact Center Platforms: Amazon Connect (required), NICE CXone or comparable (migration experience a plus)ITSM & CRM: ServiceNow (IT Service Management workflows, SLA management, ticketing)AI/Automation: Amazon Lex, Contact Lens, Amazon Q, WFM tooling, or equivalent intelligent automation platformsAnalytics & Reporting: QuickSight, Power BI, or equivalent BI platforms for operational dashboardsAgile Tools: Jira, Confluence, Azure DevOps, or equivalentCloud & Security: AWS GovCloud familiarity; CMS ARS / NIST 800-53 framework awarenessSDLC: Environment governance (Dev/Test/Prod discipline), CI/CD pipeline awareness, change managementMaster's degree preferred (MPA, MBA, MS-IT, or equivalent)Benefits100% Remote within the United StatesWe offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work *and* in life.Opportunities to learn new skills, seize new challenges, and advance your career as we grow.Company OverviewTria Federal builds, modernizes, and operates mission-critical federal health platforms and programs. It was founded in 2021, and is headquartered in Arlington, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://triafed.com.