Program Manager – Call Center Operations

Job not on LinkedIn

October 24

🍁 Vermont – Remote

Although this job is listed in Vermont, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🔴 Lead

📋 Program Manager

🦅 H1B Visa Sponsor

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GaP Solutions

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SaaS • Retail • Hardware

GaP Solutions is an Australian provider of integrated retail technology and equipment. The company develops and delivers cloud-native EM Cloud™ back-office and EM POS™ point-of-sale software alongside POS hardware (printers, servers, terminals), weighing and labelling systems, and commercial food and bakery equipment. GaP Solutions specialises in retail-focused solutions for grocery, bakery, butchery, liquor, fuel/forecourt and convenience retailers, offering machine-learning-enhanced inventory and date-check management, self-checkout, integration/APIs, installation, certification and 24/7 support. They sell and support these products directly to retail businesses (B2B) and emphasise in-house development and service.

51 - 200 employees

Founded 1992

☁️ SaaS

🛒 Retail

🔧 Hardware

📋 Description

• 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