Program Manager at INflow – Bethesda, Maryland

At INflow Federal, your work is more than a job - it’s a journey in innovation. With opportunities to work on high-impact projects, access to the latest technologies, and a culture that thrives on creativity and collaboration, INflow is where your expertise can truly make a difference.

The mission of this program is science in pursuit of fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to extend healthy life and reduce the burdens of illness and disability. The mission of the program is to provide, coordinate, and manage information technology and to advance computational science. In this role, you will support a Call Center that receives and facilitates over 200,000 calls per year.

The Program Manager will oversee the daily operations and overall performance of a high-volume call center supporting mission-critical communications services. This role is responsible for ensuring effective service delivery, managing personnel and staffing strategies, maintaining operational performance standards, and serving as the primary liaison between stakeholders and the operations team.

The ideal candidate will bring strong leadership experience in managing customer contact operations within a fast-paced environment and will have experience overseeing 24/7 operational teams.

• Manage a customer contact operations environment focused on inbound call processing
• Develop and implement staffing strategies for a 24/7 call center operation
• Ensure program execution meets operational requirements and performance standards
• Establish and maintain policies, procedures, and operational best practices
• Lead staff management, development, performance coaching, and team motivation
• Promote continuous operational improvement through regular performance assessments
• Coordinate across internal teams and stakeholders to maintain service excellence
• Manage delivery of operational deliverables and reporting requirements
• Provide status updates to leadership and stakeholders
• Resolve operational challenges and conflicts within the team and across partner organizations
• Maintain strong written and verbal communication with all levels of leadership
• Experience managing large inbound call operations
• Familiarity with enterprise call center platforms such as Avaya or SPOK
• Experience implementing operational improvements and performance standards

• 10+ years of progressive customer service or contact center experience
• 5+ years of experience managing call center or contact center operations
• Experience managing staffing and performance in a 24/7 operational environment
• Strong analytical, organizational, and leadership skills
• Excellent communication and interpersonal skills
• Bachelor’s degree preferred - High school diploma or equivalent may be considered with relevant experience.
• No clearance required to start - Must be able to obtain a Public Trust clearance.