Program Manager

As a Program Manager at the GS-0340-15, you will be part of Retirement Services, Office of Personnel Management. If selected, you will be responsible for leading the end to-end modernization of the Retirement Information Office (RIO) Contact Center, ensuring that strategy, technology, operations, workforce transformation, and customer experience improvements are fully aligned with OPM priorities.

Serving as the Senior Program Manager for OPM’s Customer Experience program with primary responsibility for leading modernization of the RIO Contact Center.

Ensuring modernization plans align with OPM strategic priorities, retirement services objectives, customer experience goals, technology modernization efforts, and operational needs.

Serving as Product Manager for RIO Contact Center technologies, including customer relationship management systems, telephony platforms, workforce management tools, AI-enabled agents.

Establishing priorities, coordinates sprint planning and releases management, and ensures that modernization activities are integrated across technical, operational, acquisition, security, privacy, accessibility, and workforce domains.

Developing and recommends strategies, policies, operating models, and governance frameworks to guide customer service modernization.

Must be a U.S. Citizen or National Males born after 12-31-59 must be registered for Selective Service Suitable for Federal employment, determined by a background investigation May be required to successfully complete a probationary period Candidates will not be hired based on their race, sex, color, religion, or national origin Complete the initial online assessment and USAHire Assessment, if required This position is eligible for inclusion in the bargaining unit. The union that represents employees in this position is the American Federation of Government Employees (AFGE) Local 32.