Program Manager

TSM Alexandria , VA 22313

Posted 2 months ago

Job Title: Program Manager

Locations: Alexandria, VA and Arlington, VA


  • Knowledge of and experience with Genesys platform.

  • Organize, plan, direct, staff, and coordinate the overall program effort; manage contract and subcontract activities as the authorized interface with the Contracting Officer, COTR, Government management personnel, and customer agency representatives; ensure compliance with Federal rules and regulations.

  • Demonstrate communication skills with all levels of management. Establishes and alters (as necessary) management structure to effectively direct contract support activities.

  • Meet and confer with USPTO management and technical personnel regarding the status of specific contractor activities and problems, issues, or conflicts requiring resolution.

  • Capable of negotiating and making binding decisions for the company.

  • Extensive experience and proven expertise in managing similar multi-task contracts of this type and complexity.

  • Extensive experience supervising personnel.

  • Thorough understanding and knowledge of the principles and methodologies associated with program management, contractor management, and financial management.

  • Experience and knowledge in subcontractor management, quality assurance metrics and techniques, and configuration management tools.

  • Excellent oral and written communication skills


  • Minimum of 5 years experience with the Genesys PureConnect platform

  • Minimum of 10 years experience managing contact center installations

  • Successful planning and management of contact center infrastructure for 100+-seat contact centers.

  • Customer Service / Contact Center Management

  • Customer Relationship Management (CRM)

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Program Manager