Location: Washington, DC (On-site)
Employment Type: Full-Time
About the Role
Innovation Horizons is seeking a high-performing Program Manager to lead delivery of a federal customer operations and CRM program supporting national telecommunications and rural health initiatives.
This role is responsible for overseeing a multi-channel Customer Service Center (CSC) and the operations and maintenance of a Microsoft Dynamics CRM platform, ensuring high-quality service delivery, system performance, and compliance with federal standards.
The ideal candidate brings a blend of operational leadership, technical fluency, and federal program experience, with the ability to manage both people-driven service environments and enterprise systems.
Key Responsibilities
Program & Operations Leadership
- Lead end-to-end program execution, including CSC operations and CRM system performance
- Oversee omnichannel customer service delivery (phone, email, web, IVR)
- Manage workforce planning, staffing models, and operational readiness
- Drive stand-up, transition, and cutover activities for new program operations
Performance Management & Reporting
- Inform and manage KPIs, SLAs, and performance metrics
- Monitor service delivery in real time and implement corrective actions as needed
- Deliver weekly, monthly, and ad hoc reporting to federal stakeholders
- Identify trends, risks, and opportunities for continuous improvement
CRM Operations & Technology Oversight
- Oversee Microsoft Dynamics CRM operations and maintenance, including:
- Incident and problem management
- System enhancements and releases
- Integration with customer service tools
- Coordinate Agile workflows and system improvements aligned to user needs
Client & Stakeholder Engagement
- Serve as primary interface with federal clients and stakeholders
- Lead governance meetings, status briefings, and executive communications
- Coordinate across technical teams, operations staff, and external partners
Compliance & Risk Management
- Ensure adherence to federal security and compliance standards (e.g., NIST, FISMA)
- Oversee data privacy, PII handling, and audit readiness
- Maintain documentation including QASP, transition plans, and operational procedures
Required Qualifications
- 5–7 years of program or project management experience supporting federal programs
- Experience managing customer service operations, contact centers, or BPO environments
- Hands-on experience with Microsoft Dynamics CRM in a production environment
- Demonstrated success managing:
- SLA/KPI-driven programs
- Cross-functional teams
- Federal client relationships
- Strong understanding of project management methodologies (Agile, hybrid, or waterfall)
Excellent communication, organizational, and leadership skills
Preferred Qualifications
- Experience supporting telecommunications, health, or federal benefits programs
- Familiarity with NIST 800-53, FISMA, or FedRAMP environments
- Experience with data analytics, reporting tools (e.g., Power BI), or trend analysis
- PMP or equivalent certification
- Microsoft certifications such as:
- Dynamics 365 Customer Service Functional Consultant
- Power Platform Functional Consultant or Fundamentals
Azure Fundamentals
