Program Manager

Serving as the Senior Program Manager for OPM’s Customer Experience program with primary responsibility for leading modernization of the RIO Contact Center.

Ensuring modernization plans align with OPM strategic priorities, retirement services objectives, customer experience goals, technology modernization efforts, and operational needs.

Serving as Product Manager for RIO Contact Center technologies, including customer relationship management systems, telephony platforms, workforce management tools, AI-enabled agents.

Establishing priorities, coordinates sprint planning and releases management, and ensures that modernization activities are integrated across technical, operational, acquisition, security, privacy, accessibility, and workforce domains.

Developing and recommends strategies, policies, operating models, and governance frameworks to guide customer service modernization.

For the GS 15: You must have one year of specialized experience equivalent to at least the GS-14 grade level in the Federal service or equivalent, performing all of the following: Managing contact center technologies such as customer relationship management (CRM) systems, telephony platforms, workforce management tools, or AI-enabled agent capabilities; AND Coordinating across cross functional stakeholders including IT, security, privacy, acquisition, accessibility, and workforce to ensure compliant, integrated system implementation; AND Using data, analytics, and customer feedback to identify performance gaps, inform prioritization decisions, and measure the impact of modernization efforts; AND Advising senior or executive leadership on modernization strategy, program risks, vendor performance, technology tradeoffs, and service delivery outcomes; AND Applying Agile delivery methods to manage product backlogs, coordinate sprint planning, sequence releases, and ensure incremental delivery aligned with business and customer priorities.

Applicants must meet applicable time-in-grade requirements to be considered eligible. One year at the GS-14 level is required to meet the time-in-grade requirements for the GS-15 level. You must meet all qualification and eligibility requirements by the closing date of this announcement.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.