Program Manager
Description:
Job Description
About INflow Federal - founded in 2013, INflow Federal is a mission-driven small business delivering cutting-edge solutions to the Department of War (DoW) and Joint Force operations across 20+ states. Our strength comes from our people - especially the Veterans who make up over 50% of our workforce. Through our Veteran Outreach Program and employee-first culture, we invest deeply in professional growth, well-being, and innovation. Known for our agility, transparency, and integrity, INflow combines real-world experience with emerging technologies like AI/ML to help our customers lead in a rapidly evolving defense landscape. We empower both our employees and mission partners to stay ahead - driving smarter, faster, and more secure outcomes.
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 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 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.
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.Key Responsibilities
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 standardsRequired Skills, Education and Clearance
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.
About INflow Federal
Founded in 2013, INflow Federal is a mission-driven small business delivering cutting-edge solutions in Network Modernization, Cybersecurity, and Data Modernization to support Joint Force operations across 20+ states. We’re proud to serve customers like the U.S. Navy, Marine Corps, and other federal agencies.
Our strength comes from our people—especially the Veterans who make up over 50% of our workforce. Through our Veteran Outreach Program and employee-first culture, we invest deeply in professional growth, well-being, and innovation.
Known for our agility, transparency, and integrity, INflow combines real-world experience with emerging technologies like AI/ML to help our customers lead in a rapidly evolving defense landscape. We empower both our employees and mission partners to stay ahead—driving smarter, faster, and more secure outcomes.
Citizenship Requirements
* Please note that INflow Federal is a defense contractor. Pursuant to our government contracts, candidates must be US Citizens to be considered for employment.
Other Notes
- Some travel may be required: Must have valid driver’s license and transportation. This is subject to change at the direction of the customer.
Other:
- Candidate must have the ability to lift up to 50 lbs.
Must have willingness to perform duties not listed in the job description as required by INflow and our customer.
Equal Opportunity Employer
Diversity and Inclusion
INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation, and training. Job applicants and employees are evaluated solely on job-related qualifications and experience.
Other Notes
Some travel may be required: Must have valid driver’s license and transportation. This is subject to change at the direction of the customer.
If accommodation is needed with your application or the interview process for applicants with disabilities, please contact Human Resources at .
Candidate must have the ability to lift up to 50 lbs.
Must have willingness to perform duties not listed in the job description as required by INflow and our customer.
Citizenship Requirements
* Please note that INflow Federal is a defense contractor. Pursuant to our government contracts, candidates must be US Citizens to be considered for employment.
Equal Opportunity Employer
Diversity and Inclusion
INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation, and training. Job applicants and employees are evaluated solely on job-related qualifications and experience.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Full-time