Who We Are

: 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. 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.

Requirements

: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field Master’s degree preferred (MPA, MBA, MS-IT, or equivalent) 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 Demonstrated experience managing multi-CLIN, multi-vendor federal contracts at CMS, HHS, or comparable civilian health agencies Proven Agile/SAFe TPM experience: backlog ownership, sprint cadence management, and stakeholder-facing technical reporting 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 Contact Center Platforms: Amazon Connect (required), NICE CXone or comparable (migration experience a plus) ITSM & CRM: ServiceNow (IT Service Management workflows, SLA management, ticketing) AI/Automation: Amazon Lex, Contact Lens, Amazon Q, WFM tooling, or equivalent intelligent automation platforms Analytics & Reporting: QuickSight, Power BI, or equivalent BI platforms for operational dashboards Agile Tools: Jira, Confluence, Azure DevOps, or equivalent Cloud & Security: AWS GovCloud familiarity; CMS ARS / NIST 800-53 framework awareness SDLC: Environment governance (Dev/Test/Prod discipline), CI/CD pipeline awareness, change management Responsibilites: Operations Program Management Own end-to-end service delivery across all program areas, ensuring SLA, SLO, and QASP compliance for contact volumes exceeding 100,000 interactions per month Serve as the primary COR-facing point of accountability; lead weekly, monthly, and quarterly program reviews with CMS stakeholders Manage high-volume helpdesk environments supporting federal customers, including call center operations, ticket management, escalation handling, quality assurance, workforce planning, and performance monitoring.