Deputy Project Manager

Who we are:


Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow.


We are proud to employ and support military veterans who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and military spouses are strongly encouraged to apply.

Job Description:   


We are looking for a highly skilled Deputy Program Manager to lead our Business Operations Services Center, which operates on the CXone and ServiceNow platforms, supported by tools like JIRA and Confluence. This role is pivotal in managing stakeholder relationships, fostering a growth mindset, and driving continuous innovation to deliver exceptional customer experiences. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Service Level Agreements (SLAs) and driving the program forward through strategic insight and proactive management. 


Basic Requirements:    

• Ability to obtain a U.S. Federal Position of Trust clearance designation.  


• Must reside in and be able to perform work in the United States.  


• Must have lived in the United States for 3 of the last 5 years.  


• Bachelor’s degree in business, management, information systems, or related field. MBA or equivalent is a plus.  


• Minimum of 7 years in project/program management or operations, preferably within a business operations service center environment. Experience with CXone, ServiceNow, JIRA, and Confluence is highly desired.  

Additional Qualifications:  

• Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization.  


• Proven track record in leading teams to meet and exceed SLAs.  


• Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges.  


• Experience with continuous improvement methodologies and a commitment to driving process optimization.  


• Proficiency in using project management and collaboration tools like JIRA and Confluence.  


• A thought leader who can inspire teams and lead by example.  


• Adaptable and resourceful, with a proactive approach to problem-solving.  


• Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively.

Responsibilities:  

• Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, acting as the primary point of contact for the Business Operations Services Center. Translate their needs into actionable program goals and deliverables, ensuring alignment with the organization’s strategic objectives.  


• Continuous Innovation: Promote a culture of continuous improvement, leveraging CXone, ServiceNow, JIRA, and Confluence to enhance operational efficiency and customer satisfaction. Drive innovation through emerging tools and technologies, such as conversational AI, automated quality assurance, and real-time dashboards.  


• Growth Mindset and Thought Leadership: Serve as a thought leader within the organization, proactively identifying and implementing best practices to support operational competence. Encourage a growth mindset across the team, fostering a collaborative and learning-oriented environment.  


• SLAs and Performance Management: Ensure the Business Operations Services Center consistently meets and exceeds SLAs. Utilize data-driven insights to optimize processes, address performance gaps, and set benchmarks for excellence. Implement scorecards and performance tracking metrics to maintain high standards in service delivery.  


• Program Execution and Project Management: Lead cross-functional initiatives, coordinating between technical and business teams to deliver seamless operations. Use tools like JIRA and Confluence to manage project timelines, track progress, and document key outcomes. Oversee the transition plan, including defining milestones, setting timelines, and ensuring readiness for all program phases.  


• Strategic Road Mapping: Develop a roadmap that aligns with the company’s goals, focusing on scalable solutions that meet both short-term operational needs and long-term strategic vision. Regularly review and refine the roadmap to incorporate feedback, new technology trends, and evolving business requirements.  

Public Trust Clearance:


Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.  


  


Work Location: 


Headquartered in Arlington, VA, we also have a primary office in Baltimore, MD for those who prefer to work on-site. However, with employees spread across 40+ states, we have many remote roles

Why Tria?
What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow. 

California Consumer Privacy Act (CCPA)


We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa.

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