Program Manager at Inflowfed

At INflow Federal, your work is more than a job - it’s a journey in innovation. With opportunities to work on high-impact projects, access to the latest technologies, and a culture that thrives on creativity and collaboration, INflow is where your expertise can truly make a difference. The mission of this program is science in pursuit of fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to extend healthy life and reduce the burdens of illness and disability. The mission of the program is to provide, coordinate, and manage information technology and to advance computational science. In this role, you will support a Call Center that receives and facilitates over 200,000 calls per year. Role Overview The Program Manager will oversee the daily operations and overall performance of a high-volume call center supporting mission-critical communications services. This role is responsible for ensuring effective service delivery, managing personnel and staffing strategies, maintaining operational performance standards, and serving as the primary liaison between stakeholders and the operations team. The ideal candidate will bring strong leadership experience in managing customer contact operations within a fast-paced environment and will have experience overseeing 24/7 operational teams. Key Responsibilities • Manage a customer contact operations environment focused on inbound call processing • Develop and implement staffing strategies for a 24/7 call center operation • Ensure program execution meets operational requirements and performance standards • Establish and maintain policies, procedures, and operational best practices • Lead staff management, development, performance coaching, and team motivation • Promote continuous operational improvement through regular performance assessments • Coordinate across internal teams and stakeholders to maintain service excellence • Manage delivery of operational deliverables and reporting requirements • Provide status updates to leadership and stakeholders • Resolve operational challenges and conflicts within the team and across partner organizations • Maintain strong written and verbal communication with all levels of leadership • Experience managing large inbound call operations • Familiarity with enterprise call center platforms such as Avaya or SPOK • Experience implementing operational improvements and performance standards Required Skills, Education and Clearance • 10+ years of progressive customer service or contact center experience • 5+ years of experience managing call center or contact center operations • Experience managing staffing and performance in a 24/7 operational environment • Strong analytical, organizational, and leadership skills • Excellent communication and interpersonal skills • Bachelor’s degree preferred - High school diploma or equivalent may be considered with relevant experience. • No clearance required to start - Must be able to obtain a Public Trust clearance. About INflow Federal Founded in 2013, INflow Federal is a mission-driven small business delivering cutting-edge solutions in Network Modernization, Cybersecurity, and Data Modernization to support Joint Force operations across 20+ states. We’re proud to serve customers like the U.S. Navy, Marine Corps, and other federal agencies.   Our strength comes from our people—especially the Veterans who make up over 50% of our workforce. Through our Veteran Outreach Program and employee-first culture, we invest deeply in professional growth, well-being, and innovation.   Known for our agility, transparency, and integrity, INflow combines real-world experience with emerging technologies like AI/ML to help our customers lead in a rapidly evolving defense landscape. We empower both our employees and mission partners to stay ahead—driving smarter, faster, and more secure outcomes.   Citizenship Requirements * Please note that INflow Federal is a defense contractor. Pursuant to our government contracts, candidates must be US Citizens to be considered for employment.   Other Notes - Some travel may be required: Must have valid driver’s license and transportation. This is subject to change at the direction of the customer. Other: - Candidate must have the ability to lift up to 50 lbs. Must have willingness to perform duties not listed in the job description as required by INflow and our customer.   Equal Opportunity Employer Diversity and Inclusion INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.   This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation, and training. Job applicants and employees are evaluated solely on job-related qualifications and experience.