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Program Manager
Office of Personnel Management · Posted 56 days ago
Hybrid Washington, DC $169K – $197K Apply by Aug 13, 2026 Program Management ENTJESTJ OperationsCustomer Success
Apply for this job → About the Role
As a Program Manager at the GS-0340-15, you will be part of Retirement Services, Office of Personnel Management. If selected, you will be responsible for leading the end to-end modernization of the Retirement Information Office (RIO) Contact Center, ensuring that strategy, technology, operations, workforce transformation, and customer experience improvements are fully aligned with OPM priorities.
What You'll Do
- →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.
Requirements
- ✓Must be a U.S.
- ✓The union that represents employees in this position is the American Federation of Government Employees (AFGE) Local 32.
Personality Fit
Job ID: 96f3d47e-2bf6-4af7-9704-02f9af1c6096
Posted via USAJobs