NIH CIT Emergency Call Center Program Manager
Role summary
BTS Software Solutions seeks a Project Manager for the NIH CIT Emergency Call Center, starting June 2026. This role is the primary point of accountability for contract performance, ensuring 24/7/365 on-site operations and compliance with SOW requirements. Responsibilities include directing technical, operational, and administrative activities, managing staffing, scheduling, performance, reporting, and risk. The Project Manager will lead transition-in, oversee quality control, maintain service levels, and act as the main escalation point, driving continuous improvement and stakeholder communication. The position requires 10 years of progressive customer service experience and at least 5 years managing call center operations, with experience in call center technologies and medical/emergency communications environments preferred. The role is based on-site in Bethesda, MD.
\*\*\* This requisition is for an upcoming award expected June 2026\*\*\*
BTS Software Solutions is looking for a Project Manager to serve as the single point of accountability for all contract performance and provides overall leadership for the NIH CIT Emergency Call Center. This role ensures uninterrupted 24/7/365 on-site operations, full compliance with SOW requirements, and effective coordination with the Government COR.
Key Responsibilities
The Project Manager directs all technical, operational, and administrative activities, including staffing, scheduling, performance monitoring, reporting, and risk management. The role ensures timely delivery of all contract deliverables, including Monthly Status Reports, Quality Reports, and Transition Plans. The Project Manager leads transition-in activities to ensure continuity of operations, oversees quality control implementation, and maintains service levels for emergency and routine communications. This role serves as the primary escalation point and ensures effective stakeholder communication and continuous improvement.
Required Experience (RFQ-Aligned)
- 10 years of progressive customer service experience
- At least 5 years managing a call center operation
- Experience in inbound call operations, staffing strategies, and call center technologies (e.g., SPOK, Avaya)
- Experience in medical or emergency communications environments preferred
Education
- Bachelor’s degree preferred (high school diploma/equivalent acceptable per RFQ)
Certifications (Optional / Value-Added)
- PMP (Project Management Professional)
- ITIL Foundation
- Lean Six Sigma
Candidates must be U.S. Citizens. BTS does not sponsor work visa's.
Location Requirement
On-site at NIH facilities in Bethesda, MD
Salary Range (Bethesda, MD / DC Area)
$115,000 – $145,000
The BTS pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Our approach to crafting offers considers various factors to establish an equitable and competitive compensation package. These considerations include, but are not limited to, the extent and intricacy of the role’s responsibilities, the candidate’s educational background, their work experience, and the specific competencies crucial for success in the role.
About BTS Software Solutions
BTS Software Solutions is a Service-Disabled Veteran Owned Small Business who are community-focused innovators who transform ideas into technology to serve people. We recognize that innovation is only valuable when applied towards a needed solution. Technology has no value without the hard work to turn ideas into reality. Our roots are in helping save Soldiers’ lives through technology. We bring that ethos to serving our community. We create solutions that touch people's lives - products to communicate, to connect companies with customers, to stay informed, to save lives, and to enhance lives.
We have a small company persona with a large company ethos and capabilities; we create elegant solutions for complex problems that will enrich people’s lives. BTS *offers one of the best benefits packages in the industry*: 100% Company PAID health benefits, PTO, 401K matching and vested from day one of employment, to name just a few of our benefits and perks. To learn more about BTS Software Solutions visit us at www.unleashbts.com/careers/.
*BTS Software Solutions is an Equal Opportunity Employer (EOE). All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.*