• 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.

• Manage multiple concurrent contracts and budgets with annual revenue of $2M-$3M • Execute contracts for compliance and client satisfaction • Understand client preferences and program deliverables • Negotiate, execute, and manage contracts • Direct line and second line supervision of program delivery team • Drive, manage, monitor, and report the timely delivery of program results • Ensure and facilitate the highest standard of customer service and satisfaction • Direct management and development of program staff • Develop program processes and make recommendations for improvement • Technical document review (Project Scope, Manual and Associated Documents) • Assemble data for invoicing and project reporting activities • Identify and escalate program issues in a timely manner to the appropriate level of management

• Overall management of the order and order personnel, including quality assurance for all products delivered to the Government and availability of resources to complete all requirements. • Contact point for all matters related to order management, task order modifications, and performance issues. • Meets with customer and Contractor personnel to discuss and review task requirements, performance, and deliverables. • Fulfills order reporting requirements. • Must provide off-site, oversight under this task order to our staff. • Coordinating our employees’ work schedule, timesheet, leave requests, resolving grievances, and taking disciplinary actions. • Leading staff to meet expectations and improve performance and quality throughout the duration of the period of performance. • Responsible for providing required progress reports, monitoring staff workload and performance to ensure staff is meeting expectations and ensuring that work trackers and status reports are completed timely and accurately, with current status information and must respond to questions/concerns from the COR or Team Leader. • Facilitate the on-boarding of any new contractor staff and ensure that all applicable forms and on-boarding requirements are completed in a timely manner.