GaP Solutions

Program Manager – Call Center Operations

GaP Solutions

full-time

Posted on:

Location Type: Remote

Location: Remote • Vermont • 🇺🇸 United States

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Job Level

SeniorLead

Tech Stack

PMP

About the role

  • Serve as the single point of contact for the Contracting Officer (CO) and Contracting Officer’s Representative (COR).
  • Provide overall management, direction, and oversight of the contract, including staffing, scheduling, and performance monitoring.
  • Ensure compliance with DHS/ICE policies, procedures, and security requirements.
  • Manage contract deliverables including staffing plans, progress reports, training plans, and meeting participation.
  • Lead post-award, progress, and status meetings with the COR and other government stakeholders.
  • Develop, implement, and monitor Quality Control Plans (QCP) and performance metrics.
  • Coordinate with ICE on system access, training, and safeguarding sensitive information (PII, SPII, LES, FOUO, etc.).
  • Supervise subordinate managers, including the Deputy Program Manager and Sr. CSRs, ensuring continuity of support.
  • Provide issue resolution and escalation support to ensure uninterrupted operations.
  • Prepare and submit all required contract reports, including staffing updates, separation checklists, and quarterly reconciliations.

Requirements

  • Bachelor’s degree in business administration, Management, Criminal Justice, or related field (minimum)
  • Minimum of 8–10 years of program or project management experience , including 5+ years managing contact center or law enforcement/intake operations of comparable size and complexity.
  • Demonstrated expertise in Federal contract management and oversight.
  • Supervising large, diverse teams in 24/7/365 operations.
  • Ensuring compliance with federal privacy, security, and personnel requirements.
  • Delivering reports, briefings, and recommendations to senior government officials.
  • Proficiency with Microsoft Office Suite, telephony/CRM systems, and contract management tools.
  • U.S. Citizenship Required
  • Program Management Professional (PMP) certification.
  • Previous DHS/ICE program management experience.
  • Experience with sensitive but unclassified (SBU) information handling.
  • Ability to manage remote/distributed teams across multiple shifts.
  • Strong leadership, communication, and stakeholder engagement skills.
  • Ability to anticipate issues, mitigate risks, and deliver mission-critical results under pressure.
Benefits
  • Reasonable accommodation to qualified individuals with disabilities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
program managementproject managementcontract managementquality control plansperformance metricsstaffing plansprogress reportsissue resolutionrisk mitigationsensitive information handling
Soft skills
leadershipcommunicationstakeholder engagementproblem-solvingteam supervisionoperational oversightperformance monitoringtraining coordinationreportinganticipation of issues
Certifications
Program Management Professional (PMP)