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Technical Program Manager, Contact Center Operations
Navy Federal Credit Union. Provide overall leadership to large strategic projects or programs .
About the role
Key responsibilities & impact- Provide overall leadership to large strategic projects or programs
- Manage projects from inception through implementation
- Lead planning, scheduling, budgeting and resourcing
- Identify risk exposure and remediation of non-compliance
- Create project plans with objectives, tasks, accountabilities, timelines and budgets
- Assess project performance, skills requirements and client needs
- Provide technical expertise on current and emerging technologies, trends and practices
- Plan, develop and implement standards, communications, programs and services
- Forecast initiatives against strategic plan goals and assess performance
- Lead large, advanced multidisciplinary projects and initiatives with significant business risk and impact
- Review deliverables for quality, accuracy and policy compliance
- Ensure deliverables meet customer expectations, timelines and budget constraints
- Monitor KPIs and recommend or execute change management techniques
- Select and manage vendors and contracts, including development, monitoring and issue resolution
- Build relationships with technical and non-technical stakeholders
- Analyze existing processes and key controls and identify future trends or standards
- Identify and resolve operational and performance gaps and implement improvements
- Ensure compliance with applicable federal, state and industry laws, regulations and guidelines
- Perform other duties as assigned
Requirements
What you’ll need- Extensive experience in project leadership and execution, including technology, processes, cross-functional teams and external partner team members
- Extensive experience providing recommendations on complex assignments involving industry, subject area, business practices/processes and related technologies
- Significant experience working effectively with diverse internal and external contacts
- Extensive experience leading, guiding and coaching professional staff
- Extensive experience in client/vendor management
- Extensive experience in vendor risk management and oversight
- Expert knowledge of project lifecycles and management methodologies
- Significant experience in IT resource allocation and management
- Expert skill in building strategic and execution-focused plans and alliances with partner leadership
- Advanced skill in information systems analysis and research
- Expert verbal and written communication skills
- Advanced analytical thinking skills
- Expert skill resolving conflicting requests and meeting changing requirements
- Expert project management skills, including establishing and leading project teams, managing timelines, deadlines and resources, and ensuring successful implementation
- Master's Degree in Business Administration or equivalent combination of training, education, and experience
- Navy Federal Project Portfolio Management (PPM) knowledge desired
- PPM Certification or equivalent experience desired
- Monday–Friday availability, 8:00 AM–4:30 PM
Benefits
Comp & perks- Highly competitive pay
- Generous benefits and perks
- Meaningful career experience
- Energized, engaged and committed culture
- Appreciation and recognition for teams