Tria Federal

Tria Federal

Operations & Technical Program Manager (OPM/TPM)

Remote (United States)

Sponsorship not specified$53k-$800kDetected 29 days ago
AWSAzureCI/CDDevOpsData VisualizationAgileJiraConfluenceCRMCadenceLeadershipPublic Speaking

About the role

  • 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.
  • Veterans, transitioning service members, and military spouses are strongly encouraged to apply.

Requirements

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field
  • 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
  • Proven Agile/SAFe TPM experience: backlog ownership, sprint cadence management, and stakeholder-facing technical reporting

Nice to have

  • 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
  • Amazon Connect (required), NICE CXone or comparable (migration experience a plus)
  • ServiceNow (IT Service Management workflows, SLA management, ticketing)
  • Master's degree preferred (MPA, MBA, MS-IT, or equivalent)
  • Contact Center Platforms: Amazon Connect (required), NICE CXone or comparable (migration experience a plus)

Skills

  • Jira, Confluence, Azure DevOps, or equivalent
  • AWS GovCloud familiarity; CMS ARS / NIST 800-53 framework awareness
  • Environment governance (Dev/Test/Prod discipline), CI/CD pipeline awareness, change management
  • Operations Program Management
  • Technical Program Management & Backlog Ownership
  • Oversee ServiceNow (SNOW) integration planning and external dependency management (e.g., ICF-managed enterprise SNOW enhancements)
  • Translate operational pain points into actionable technical initiatives and measurable improvement plans.
  • Ensure technical initiatives are aligned with federal contract requirements, security standards,

Compensation

  • $53k-$800k

Company info

  • 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.
  • Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians.
  • 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.
  • 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.
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This listing is sourced directly from Tria Federal's careers page and normalized into a canonical job model.