• Lead and manage all aspects of the DoD customer program, including Operational execution, technical oversight, Financial and regulatory compliance, Security and logistics coordination, Integration and reporting, Stakeholder and customer engagement • Collaborate closely with the Government Program Manager to ensure software solutions meet mission objectives and joint operational training requirements. • Serve as the primary point of contact with the Government Procuring Contracting Officer (PCO) for all contract-related matters. • Ensure timely and accurate reporting, risk management, and performance tracking across all program components.

• Helping with the development and maintenance of the Annual Internal Audit plan in collaboration with audit leadership • Tracking the progress of audit engagements to ensure milestones, budgets and deadlines are met. • Maintaining the Internal Audit roadmap, ensuring alignment with organisational priorities • Overseeing the preparation of materials for audit committees and senior management • Monitoring follow-up actions on audit findings to ensure timely resolution by business owners • Driving process improvements, automation, and standardisation across the audit lifecycle • Supporting the broader team with researching process best practices and audit risks. • Facilitating lessons-learned reviews and continuous improvement cycles.

• Manage and document all processes involved in 3rd-party operations at the contact center. • Ensure effective program execution through policy and process documentation, training, monitoring, and process validation. • Lead projects to streamline operations, support new product launches, and develop services that strengthen consumer communications. • Leverage best practices and technology to enhance Consumer Experience and Contact Center productivity. • Oversee CRM governance and strategy, ensuring system integrity, scalability, and alignment with business objectives. • Provide leadership in developing and executing processes that ensure a successful consumer experience; build monitoring programs for vendor compliance. • Ensure consistency of corporate and brand messaging across all consumer touchpoints. • Develop, train, and execute work processes and escalation procedures for emerging trends and issues. • Promote visibility of contact center systems and capabilities to internal stakeholders. • Lead analysis and timely communication of relevant consumer information across various areas.

- Leading the daily operations of assigned programs, providing direction and support to ensure optimal performance. - Collaborating with stakeholders to develop and maintain project plans, timelines, and resource allocations. - Developing and implementing training programs to enhance staff skills and knowledge, ensuring all team members are equipped to meet performance standards. - Monitoring and analyzing program performance data, implementing corrective actions as necessary to achieve established goals. - Building and maintaining strong relationships with clients, stakeholders, and team members to foster a collaborative environment. - Ensuring compliance with industry regulations and company policies across all programs. - Preparing and presenting reports to senior management on program performance, challenges, and opportunities for improvement.