Program Manager

• Serve as the Contractor’s point of contact (POC) for the COR and senior-level government managers
• Oversee 24x7x365 operations of a global service desk providing Tier 1 support, Account Service Desk operations, and advanced support services
• Ensure world-class technology support for over 65,000 CBP personnel, contractors, trade partners, and Participating Government Agencies worldwide
• Manage staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, supervisory oversight, and timely onboarding/offboarding of contract staff
• Ensure quality performance in alignment with Help Desk Institute (HDI) and ITIL standards; monitor workflows and report on service delivery metrics
• Lead quality assurance efforts and maximize First Contact Resolution (FCR); communicate operational events with after-action reporting
• Deliver accurate and timely reports, SOPs, and performance documentation to CBP leadership
• Incorporate customer feedback from satisfaction surveys and direct outreach into ongoing service improvements
• Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with CBP requirements
• Oversee training programs for onboarding, refresher, and remedial training
• Drive continual service improvements including trend analysis to reduce call/email volume and enhancements in customer experience and resource planning

Program Manager II

Repairs and Exchanges Program Manager

Veteran Direct Care Program Manager

Clinical Quality Program Manager

Electric Program Manager

Principal Program Manager