Deputy Project Manager

Job Description:

We are looking for a highlyskilled Deputy Program Managerto lead our Business Operations Services Center, whichoperateson theCXoneand ServiceNow platforms, supported by tools like JIRA and Confluence. This role is pivotal in managing stakeholder relationships, fostering a growth mindset, and driving continuous innovation to deliver exceptional customer experiences. The ideal candidate is a thought leader with a proventrack recordin operational excellence, committed to meeting and exceeding Service Level Agreements (SLAs) and driving the program forward through strategic insight and proactive management.

BasicRequirements:

• Ability to obtain a U.S. Federal Position of Trust clearance designation.
• Mustresidein and be able to perform work in the United States.
• Must have lived in the United States for 3 of the last 5 years.
• Bachelor's degree in business, management, information systems, or related field. MBA or equivalent is a plus.
• Minimum of 7 years in project/program management or operations, preferably within a business operations service center environment. Experience withCXone, ServiceNow, JIRA, and Confluence is highly desired.

Additional Qualifications:

• Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization.
• Proventrack recordin leading teams to meet and exceed SLAs.
• Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges.
• Experience with continuous improvement methodologies and a commitment to driving process optimization.
• Proficiencyin using project management and collaboration tools like JIRA and Confluence.
• A thought leader who can inspire teams and lead by example.
• Adaptable and resourceful, with a proactive approach to problem-solving.
• Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively.

Responsibilities:

• Stakeholder Management:Build andmaintainstrong relationships with internal and external stakeholders, acting as the primary point of contact for the Business Operations Services Center. Translate their needs into actionable program goals and deliverables, ensuring alignment with the organization's strategicobjectives.
• Continuous Innovation:Promote a culture of continuous improvement, leveragingCXone, ServiceNow, JIRA, and Confluence to enhance operational efficiency and customer satisfaction. Drive innovation through emerging tools and technologies, such as conversational AI, automated quality assurance, and real-time dashboards.
• Growth Mindset and Thought Leadership:Serve as a thought leader within the organization, proactivelyidentifyingand implementing best practices to support operational competence. Encourage a growth mindset across the team, fostering a collaborative and learning-oriented environment.
• SLAs and Performance Management:Ensure the Business Operations Services Center consistently meets and exceeds SLAs. Utilize data-driven insights tooptimizeprocesses, address performance gaps, and set benchmarks for excellence. Implement scorecards and performance tracking metrics tomaintain high standardsin service delivery.
• Program Execution and Project Management:Lead cross-functional initiatives, coordinating between technical and business teams to deliver seamless operations. Use tools like JIRA and Confluence to manage project timelines, track progress, and document key outcomes. Oversee the transition plan, including defining milestones, setting timelines, and ensuring readiness for all program phases.
• Strategic Road Mapping:Develop a roadmap that aligns with the company's goals, focusing on scalable solutions that meet both short-term operational needs and long-term strategic vision. Regularly review and refine the roadmap to incorporate feedback,new technologytrends, and evolving business requirements.

Public Trust Clearance:

Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.

Work Location:

Headquartered in Arlington, VA, we also have a primary office in Baltimore, MD for those who prefer to work on-site. However, with employees spread across 40+ states, we have many remote roles