Senior Program Manager

Job Summary

The Senior Project Manager (SPM) is responsible for overall management and leadership of the project team, acting as the primary liaison between client leadership and the contracting team. The SPM ensures seamless communication, effective coordination, and successful execution of project objectives, driving innovation and maintaining quality standards.

• Develop coordination center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Identify and evaluate state-of-the-art technologies, define user requirements, and establish technical specifications, production, productivity, quality, and customer-service standards.
• Contribute to organizational strategic plans and reviews.
• Oversee the operational planning, establishment, execution, and evaluation of this multi-faceted project.

• Demonstrate knowledge of customer interaction systems, voice response systems, voice networks, and user interfaces.
• Develop and execute user acceptance test plans, manage system deployments, conduct assessments, and provide systems recommendations.
• Monitor system performance, identify and resolve issues, and prepare action plans to address system audits and analyses.
• Manage system upgrades, process improvements, and quality assurance programs.

• Maintain professional and technical knowledge by tracking emerging trends in coordination center operations management.
• Attend educational workshops, review professional publications, establish personal networks, benchmark best practices, and participate in professional societies.
• Ensure all NCC SOPs are updated as needed and create SOPs for new programs or lines of business.

• Formulate and define system scope and objectives based on user needs and a thorough understanding of business systems and industry requirements.
• Devise or modify procedures to solve complex problems, considering system capacity, operational time, and desired results.
• Analyze business and user needs, document requirements, and translate them into system specifications.
• Provide consultation on complex projects and serve as a top-level contributor/specialist in systems analysis, considering the business implications of technology applications in current and future environments.

• Accomplish organizational goals by accepting ownership of new and unique requests.
• Explore opportunities to add value and enhance job accomplishment.

• Proven experience leading projects or contracts with demonstrated ability to manage a project and provide guidance and direction for specific tasks or sub-tasks.
• Expertise in coordination center operations management, including system performance monitoring, process improvement, and quality assurance.
• Strong knowledge of customer interaction systems, voice networks, and user interfaces.
• Ability to formulate and define system scope and objectives, solve complex problems, and translate business needs into system requirements.
• Familiarity with emerging trends, technologies, and best practices in coordination center operations and systems management.

• Bachelor’s degree
• Minimum 12 years of experience managing large, complex programs/projects
• Ability to obtain a Public Trust clearance

• Possess an active Secret security clearance
• Able to work onsite in Washington, DC

NTT DATA is a $30 billion business and technology services leader, serving 75 % of the Fortune Global 100. We accelerate client success and positively impact society through responsible innovation. As a Global Top Employer, we have experts in more than 50 countries and offer clients access to a robust ecosystem of innovation centers and partners.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For our EEO Policy Statement, please . For Pay Transparency information, please .

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