Overview The Program Manager provides executive leadership, strategic direction, and overall operational accountability for our Customer Service Center Operations contract. This position is responsible for ensuring all contractual obligations, service level agreements (SLAs), key performance indicators (KPIs), financial objectives, regulatory requirements, and customer experience expectations are consistently achieved. Serving as the primary executive liaison between Emovis and our client, the Program Manager oversees all operational functions including Customer Service Operations, Project Management, Workforce Management, Quality Assurance, Training, Technology, Human Resources, Finance, Facilities, Security, and Continuous Improvement. The Program Manager establishes organizational strategy, drives operational excellence, develops leadership capability, and ensures long-term contract success through innovation, accountability, collaboration, and exceptional client partnership. This position models and promotes the Emovis Leadership Standards in every aspect of leadership and decision-making. Why This Role Matters The Program Manager is ultimately responsible for the success of the contract. This role aligns operational execution with contractual commitments while balancing customer satisfaction, employee engagement, financial stewardship, compliance, and strategic business objectives. Through strong leadership, collaboration, and continuous improvement, the Program Manager ensures Emovis consistently delivers exceptional service while strengthening the long-term partnership with our client. Organizational Relationships Reports to the COO. Leads Project Manager, CSO Managers, Supervisors, Team Leads, Customer Service Representatives and assigned operational support staff. Partners closely with Workforce Management, Quality Assurance, Training, HR, IT, Finance and Client representatives. Leadership Expectations Leading with integrity, accountability and professionalism. Building trust through transparent communication. Coaching employees through regular feedback and development. Creating an inclusive, respectful workplace. Making data-driven decisions. Driving continuous improvement. Developing future leaders through mentoring. Collaborating across departments. Serving as an ambassador for Emovis values. Essential Duties and Responsibilities Contract Leadership & Client Partnership Serve as the executive leader responsible for overall contract performance. Act as the primary executive point of contact with NCTA leadership. Build trusted partnerships with client stakeholders through transparency, responsiveness, and operational excellence. Lead quarterly and annual business reviews. Present operational performance, financial results, improvement initiatives, risks, and strategic recommendations. Ensure all contractual obligations are fulfilled. Maintain complete compliance with contract requirements and amendments. Strategic Leadership Establish operational vision, priorities, and long-term strategic initiatives. Develop annual operational goals aligned with client expectations. Lead organizational change initiatives. Champion innovation and continuous improvement throughout the operation. Identify opportunities to improve customer experience, efficiency, and cost effectiveness. Promote a culture of accountability, collaboration, engagement, and servant leadership. Operational Excellence Provide executive oversight of: Customer Service Operations Workforce Management Quality Assurance Training & Development Back Office Operations Technology Operations Knowledge Management Business Continuity Security Facilities Project Management Ensure operational performance consistently meets or exceeds contractual service levels, including: Service Level Average Speed of Answer Abandonment Rate Quality Scores First Contact Resolution Customer Satisfaction Productivity Schedule Adherence Employee Engagement Financial Management Manage overall contract financial performance. Develop annual operating budgets. Monitor revenue, expenses, staffing costs, overtime, and operational efficiencies. Identify opportunities for cost savings without impacting service quality. Ensure responsible stewardship of company and client resources. Support pricing, forecasting, staffing models, and business planning. Leadership & Talent Development Directly lead senior operational leaders. Develop succession plans for key positions. Coach, mentor, and develop leaders throughout the organization. Foster an inclusive, high-performing culture. Promote employee engagement, recognition, and retention initiatives. Ensure leadership accountability through performance management and development planning. Risk Management & Compliance Ensure compliance with contractual obligations, federal and state regulations, company policies, and client requirements. Lead operational risk assessments. Develop mitigation plans for operational risks. Ensure business continuity and disaster recovery readiness. Oversee audit readiness and corrective action planning. Continuous Improvement Sponsor Lean, Six Sigma, and process improvement initiatives. Utilize operational metrics and data analytics to drive decisions. Lead cross-functional improvement projects. Implement technology and automation solutions where appropriate. Measure effectiveness of improvement initiatives. Decision-Making Authority The Program Manager is authorized to: Direct overall operational strategy. Establish operational priorities. Allocate resources. Approve staffing plans. Approve departmental budgets within delegated authority. Escalate contractual matters. Approve operational policies and procedures. Lead executive client communications. Authorize corrective action plans. Recommend contract enhancements and strategic initiatives. Act as the primary executive point of contact with NCTA leadership. Build trusted partnerships with client stakeholders through transparency, responsiveness, and operational excellence. Lead quarterly and annual business reviews. Present operational performance, financial results, improvement initiatives, risks, and strategic recommendations. Ensure all contractual obligations are fulfilled. Maintain complete compliance with contract requirements and amendments. Success Measures Successfully leads customer service operations while meeting contractual service level agreements (SLAs) and performance objectives. Builds and develops a high-performing leadership team through coaching, accountability, and employee development. Maintains strong client relationships through responsive communication and operational excellence. Ensures compliance with contract requirements, company policies, and regulatory standards. Uses operational data and performance metrics to identify trends and drive continous improvement. Fosters a positive, inclusive, and customer-focused culture that supports employee engagement and retention. Demonstrates sound judgment, professionalism, and the ability to effectively manage change in a fast-paced environment. Promotes collaboration across operations, quality, workforce management, training, and support teams to achieve business goals. Required Qualifications Education Bachelor's degree in Business Administration, Public Administration, Management, Operations Management, or a related field required. Master's degree preferred. Experience Minimum 10 years of progressive operational leadership experience. Minimum 7 years managing large customer contact center operations. Minimum 5 years leading multiple operational departments simultaneously. Experience managing contracts supporting government agencies or highly regulated environments preferred. Demonstrated success leading organizations of 300+ employees. Experience managing multimillion-dollar operating budgets. Proven experience leading strategic transformation and operational improvement initiatives. Knowledge, Skills & Abilities Executive leadership Strategic planning Government contract management Financial management Operational analytics Workforce optimization Customer experience management Client relationship management Organizational development Change management Risk management Continuous improvement methodologies Executive communication and presentation Conflict resolution Leadership coaching Core Competencies Leadership Accountability Customer Focus Coaching Emotional Intelligence Strategic Thinking Communication Collaboration Operational Excellence Continuous Improvement Decision Making Integrity Adaptability Travel Requirements Approximately 10

• 50% within NC to other locations.

Physical Requirements/Demands All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability). The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job. While performing the duties for this job, the employee may be required/subjected to: Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions. Standing, walking, lifting, carrying, reaching, pushing, and pulling. Must be able to lift 15 pounds at a time. Competencies Communication

• Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill. Teamwork
• Work with other, adopting collaborative and positive relationships to achieve common goals. Change
• Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals. Results
• Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results. Leadership
• Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment. Strategic Mindset
• Anticipates situations in the market while embracing the company's/department's strategic vision and mission.

Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions. Why Work with Us Emovis offers an excellent benefits package, including: PTO (Paid Time Off) Medical, Dental, & Vision Insurance Holiday Pay

FSA, HSA, 401K

plans Reward & Recognition We look after our talented teams, from market-competitive salaries to performance-based bonuses and flexible benefits packages. Be Part of Something Big What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy. Flexible Work Schedule Where possible, we'll help you work when you need to, because life happens. Everyone Has a Voice Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected. Room to Grow Learning is built into every role here. You'll get mentorship and take ownership. Make Your Move Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof. All-Inclusive Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world...and career growth for you. for the world...and career growth for you.

Pay:

$152,000.00

• $180,000.

00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Paid time off Referral program Retirement plan Vision insurance

Work Location:

In person