Job Requirements
Remote Arlington, VA
Public Trust Polygraph Unspecified
Senior Level Career (10+ yrs experience)
Salary not specified
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Job Description
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:
Tria Federal is seeking a seasoned Operations & Technical Program Manager (OPM/TPM) to serve as the single accountable leader for one of our HelpDesk programs— a multi-CLIN, high-volume federal contact center program supporting CMS stakeholders across the healthcare ecosystem. This hybrid role fuses executive-level service delivery oversight with hands-on technical program management, requiring an individual who is equally comfortable presenting KPI dashboards to government clients and triaging an Agile sprint backlog with an engineering team.
The helpdesk portfolio handles in excess of 100,000 contacts per month across multiple individual help desks operating on an AI-native Amazon Connect telephony platform. The ideal candidate will have directly comparable experience — managing federal help desk operations at scale — and will be expected to drive continuous innovation through intelligent automation, workforce optimization, and platform modernization initiatives.
Requirements:
Responsibilites:
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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Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring
process or thereafter. Any information that you provide will be recorded and maintained in a
confidential file.
As set forth in Tria Federal’s Equal Employment Opportunity policy,
we do not discriminate on the basis of any protected group status under any applicable law.
Gender
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Are you Hispanic/Latino?
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Race & Ethnicity Definitions
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.
As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure
the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories
is as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
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OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.
How do you know if you have a disability?
A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
Disability Status
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PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
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Submit application
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:
Tria Federal is seeking a seasoned Operations & Technical Program Manager (OPM/TPM) to serve as the single accountable leader for one of our HelpDesk programs— a multi-CLIN, high-volume federal contact center program supporting CMS stakeholders across the healthcare ecosystem. This hybrid role fuses executive-level service delivery oversight with hands-on technical program management, requiring an individual who is equally comfortable presenting KPI dashboards to government clients and triaging an Agile sprint backlog with an engineering team.
The helpdesk portfolio handles in excess of 100,000 contacts per month across multiple individual help desks operating on an AI-native Amazon Connect telephony platform. The ideal candidate will have directly comparable experience — managing federal help desk operations at scale — and will be expected to drive continuous innovation through intelligent automation, workforce optimization, and platform modernization initiatives.
Requirements:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field
- Master’s degree preferred (MPA, MBA, MS-IT, or equivalent)
- 10+ years of progressive experience in federal IT service delivery or contact center program management
- Minimum 5 years in a senior program management role overseeing operations of 100,000+ monthly contact center interactions within a federal government contract environment
- Demonstrated experience managing multi-CLIN, multi-vendor federal contracts at CMS, HHS, or comparable civilian health agencies
- Proven Agile/SAFe TPM experience: backlog ownership, sprint cadence management, and stakeholder-facing technical reporting
- Hands-on experience with cloud-native contact center platforms; Amazon Connect experience strongly preferred
- Track record of driving automation or AI adoption in a help desk or service desk context (chatbots, predictive routing, automated QA)
- Technical Competencies
- Contact Center Platforms: Amazon Connect (required), NICE CXone or comparable (migration experience a plus)
- ITSM & CRM: ServiceNow (IT Service Management workflows, SLA management, ticketing)
- AI/Automation: Amazon Lex, Contact Lens, Amazon Q, WFM tooling, or equivalent intelligent automation platforms
- Analytics & Reporting: QuickSight, Power BI, or equivalent BI platforms for operational dashboards
- Agile Tools: Jira, Confluence, Azure DevOps, or equivalent
- Cloud & Security: AWS GovCloud familiarity; CMS ARS / NIST 800-53 framework awareness
- SDLC: Environment governance (Dev/Test/Prod discipline), CI/CD pipeline awareness, change management
Responsibilites:
- Operations Program Management
- Own end-to-end service delivery across all program areas, ensuring SLA, SLO, and QASP compliance for contact volumes exceeding 100,000 interactions per month
- Serve as the primary COR-facing point of accountability; lead weekly, monthly, and quarterly program reviews with CMS stakeholders
- Manage high-volume helpdesk environments supporting federal customers, including call center operations, ticket management, escalation handling, quality assurance, workforce planning, and performance monitoring.
- Provide leadership across Tier 1, Tier 2, and specialized support teams to ensure operational alignment, responsiveness, and accountability.
- Monitor key performance indicators, including average speed to answer, abandonment rate, first call resolution, mean time to resolve, ticket aging, customer satisfaction, backlog volume, and SLA compliance.
- Partner with staffing, training, workforce management, and quality teams to ensure proper coverage, skill alignment, and continuous improvement of helpdesk performance.
- Identify operational risks, service delivery gaps, and recurring issues, and implement corrective action plans to improve outcomes.
- Serve as a key customer-facing leader for operational reviews, performance discussions, transition activities, and executive-level reporting.
- Support transition-in, ramp-up, stabilization, and continuous improvement activities across the program.
- Technical Program Management & Backlog Ownership
- Lead the technical program management function for the helpdesk platform, including management of the technical roadmap, service desk backlog, process automation initiatives, and platform enhancement priorities.
- Work closely with engineering, service management, cybersecurity, infrastructure, and application teams to identify, prioritize, and implement technical improvements that enhance helpdesk efficiency and user experience.
- Lead sprint planning, backlog grooming, velocity tracking, and retrospectives using Agile/SAFe methodologies
- Partner with engineering and solution architects to define technical requirements, acceptance criteria, and definition-of-done standards for platform features
- Drive implementation and optimization of the Amazon Connect contact center platform — including Amazon Lex chatbot deflection, Contact Lens QA analytics, and Amazon Q AI integration
- Oversee ServiceNow (SNOW) integration planning and external dependency management (e.g., ICF-managed enterprise SNOW enhancements)
- Own and manage the service desk innovation backlog, ensuring that requirements are clearly defined, prioritized, tracked, and delivered in alignment with program objectives.
- Drive adoption of modern service desk capabilities, including automation, self-service, knowledge management, AI-enabled support, analytics, workflow optimization, and improved integration across ITSM platforms.
- Translate operational pain points into actionable technical initiatives and measurable improvement plans.
- Facilitate cross-functional planning sessions, backlog reviews, sprint prioritization, stakeholder updates, and implementation readiness discussions.
- Ensure technical initiatives are aligned with federal contract requirements, security standards, operational needs, and customer priorities.
- Innovation
- Champion a culture of innovation within the service desk; identify and prototype AI/automation use cases including predictive analytics, workforce management (WFM) optimization, and automated QA
- Evaluate emerging contact center technologies (voice bots, LLM-powered agent assist, omnichannel routing) and develop business cases for adoption
- Lead development of innovation proposals, ROM analyses, and surge CLIN responses aligned to government appetite for modernization
- Track industry benchmarks and federal contact center best practices; embed findings into program improvement plans
- Collaborate with BD/capture teams on white papers, past performance documentation, and proposal technical volumes
- Service Delivery and Continuous Improvement
- Develop and implement strategies to improve service desk performance, reduce call and ticket volume, increase first-contact resolution, and improve customer satisfaction.
- Use data-driven analysis to identify trends, recurring incidents, process bottlenecks, knowledge gaps, and automation opportunities.
- Champion ITIL-based service management practices, including incident management, request fulfillment, problem management, change coordination, knowledge management, and continual service improvement.
- Lead root cause analysis efforts for recurring issues and ensure corrective actions are implemented and tracked to closure.
- Partner with knowledge management teams to improve scripts, standard operating procedures, job aids, and self-service content.
- Establish a culture of accountability, responsiveness, innovation, and customer-focused service delivery.
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.
Create a Job Alert
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Have you lived in the United States for at least 3 consecutive years within the last 5 years? This is a MUST to qualify for public trust clearance process.*
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Have you lived in the United States for at least 3 consecutive years within the last 5 years? This is a MUST to qualify for public trust clearance process.*
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Professional Languages Spoken *
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Do you have an active Security Clearance?
Select...
Active Security Clearance Agency/Department
Are you willing to relocate?
Select...
What is your earliest start date?
How did you hear about us?
Select...
Open to Text Messaging
Select...
Are you currently employed by Tria Federal? (Please select multiple if applicable)
Select...
Have you been employed by the U.S. Federal Government or served in a position supporting government acquisition, procurement, contracting, or program oversight within the last give years? *
Are you aware of any post-government employment restrictions, ethics agreements, cooling-off periods, or other limitations that may affect your employment with a government contractor? *
U.S. Standard Demographic Questions
We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.
How would you describe your gender identity?
Select...
How would you describe your racial/ethnic background?
Select...
How would you describe your sexual orientation?
Select...
Do you identify as transgender?
Select...
Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning?
Select...
Are you a veteran or active member of the United States Armed Forces?
Select...
Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring
process or thereafter. Any information that you provide will be recorded and maintained in a
confidential file.
As set forth in Tria Federal’s Equal Employment Opportunity policy,
we do not discriminate on the basis of any protected group status under any applicable law.
Gender
Select...
Are you Hispanic/Latino?
Select...
Race & Ethnicity Definitions
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.
As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure
the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories
is as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran Status
Select...
Voluntary Self-Identification of Disability
Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.
How do you know if you have a disability?
A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
- Alcohol or other substance use disorder (not currently using drugs illegally)
- Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
- Blind or low vision
- Cancer (past or present)
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- Deaf or serious difficulty hearing
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- Epilepsy or other seizure disorder
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- Missing limbs or partially missing limbs
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- Partial or complete paralysis (any cause)
- Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
- Short stature (dwarfism)
- Traumatic brain injury
Disability Status
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PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
By checking this box, I consent to Tria Federal collecting, storing, and processing my responses to the demographic data surveys above.
Submit application
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