Program Operations Leader with Global Scope

Joseph Gavic

Dallas–Fort Worth, TX

*******@*****.*** 214-***-****

linkedin.com/in/joegavic

PROFESSIONAL SUMMARY

Program Operations leader with 10+ years overseeing SLA-based, high-availability service programs. Trusted primary POC who leads teams and stakeholders to deliver timely, high-quality, cost-effective outcomes. Known for clear reporting rhythms, practical training enablement, and compliance-driven execution..

CORE COMPETENCIES

Program Operations Management (end-to-end delivery, service quality, cost-effective execution)

Primary POC & Stakeholder Support (agency partners, coordinators, monitors; escalations & issue resolution)

Team Oversight & Coaching (supervisors, specialists; performance management)

Program Training & Materials (onboarding, SOPs, resource documentation, stakeholder education sessions)

Program Reporting & Cadence (daily tracking, weekly leadership updates, quarterly board-ready summaries)

Outreach & Program Growth (relationship-building, partner engagement, adoption expansion)

Workforce Planning & Coverage (forecasting, scheduling, real-time management)

KPI / SLA Governance (service level, quality, adherence, FCR/CSAT, corrective action plans

PROFESSIONAL EXPERIENCE

Program Manager – Operations & Solution Design

Jan 2025 – Present

Lead operational solutioning and delivery design for government and commercial programs; translate requirements into scalable, accountable operating models built for service reliability and compliance

Partner with Operations, WFM, and Leadership to build staffing models, schedules, and performance frameworks aligned to contractual requirements and cost-effective service delivery

Ensure submissions and operational plans reflect accessibility and data security requirements; drive clarity in SOPs, accountability, and execution readiness.

Operations Manager – Telecom Contract Management (APAC, EMEA & North America)

Jan 2018 – Jan 2025

Directed day-to-day operations for multi-region programs in continuous, high-availability environments; ensured consistent service delivery across time zones and shifts

Led frontline supervisors and multi-shift teams; improved core performance metrics by 7% through structured governance, coaching, and execution discipline

Oversaw scheduling and dispatch-adjacent operations to maintain staffing coverage aligned to demand and response-time expectations.

Managed emergency and non-emergency call operations; enforced routing/escalation protocols to protect service reliability and customer outcomes.

Served public-facing technical assistance needs (portal access, credential resets, system navigation) to maintain continuity for end users.

Partnered with public agencies (incl. Departments of Transportation) to establish operating frameworks centered on accountability and regulatory compliance.

Maintained <2% client churn for 12 consecutive months by building predictable reporting, corrective action planning, and stakeholder communication rhythms.

Designed and deployed just-in-time onboarding/training that eliminated transition downtime and accelerated workforce readiness.

Supervisor – Tier 1 Technical Support (Telemetry)

Nov 2016 – Jan 2018

Supervised and coached 25 frontline agents in an SLA-driven environment; delivered performance evaluations, coaching plans, and corrective actions.

Implemented a standardized call-close workflow that increased FCR by +4 points in 8 weeks and reduced repeat contacts (~13%)

Workforce Management Analyst (Forecasting, Scheduling & Real-Time)

Jun 2015 – Nov 2016

Supported workforce planning and real-time operations across five lines of business in telecom and travel.

Built interval-level forecasts and schedules to ensure adequate staffing coverage and service-level attainment.

Managed intraday performance, adherence, and shrinkage; executed live optimizations (routing changes, break management, overtime).

Produced operational reporting to support leadership decisions related to staffing, coverage, and service recovery.

Founder / Program Lead — North Texas United Spinal Association

Nov 2018 – Present

Oversee end-to-end program operations and stakeholder engagement; serve as primary POC across partners, members, and community organizations.

Grew the organization to 400+ members and partners; built programming supporting workforce re-entry, self-advocacy, accessible events, and resource coordination.

Develop program resources and stakeholder education; partner with American Airlines on Disability Experience Sessions to train teams on respectful interaction and safe mobility-device handling practices

Execute grant-style programming and outcome sharing: administered an accessibility-focused homebuyer program that supported 37 families with $10,000 home modification grants each and presented best practices at a national conference.

Maintain consistent communications with program leaders/partners; deliver structured status updates to support planning, execution, and growth.

EDUCATION

University of Arizona – University of Arizona Global Campus (UAGC)

Coursework toward B.A. in Business Administration 2022–2023 (Program paused)

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