Remote Project Manager - Contact Center

Remote Project Manager – Contact Center (USCIS Program) ITCON Services is seeking an experienced and highly accountable Project Manager to lead delivery for a large-scale contact center program supporting U.S. Citizenship and Immigration Services (USCIS). In this role, you will serve as the single 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 (CO/COR) • 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 (Not Required) • Experience supporting USCIS or similar federal agencies • Familiarity with contact center technologies and reporting tools • PMP or similar project management certification (a plus, not required)