Program Manager – Federal Customer Operations & CRM (Microsoft Dynamics)

About the Role

Innovation Horizons is seeking a high-performing Program Manager to lead delivery of a federal customer operations and CRM program supporting national telecommunications and rural health initiatives.

This role is responsible for overseeing a multi-channel Customer Service Center (CSC) and the operations and maintenance of a Microsoft Dynamics CRM platform, ensuring high-quality service delivery, system performance, and compliance with federal standards.

The ideal candidate brings a blend of operational leadership, technical fluency, and federal program experience, with the ability to manage both people-driven service environments and enterprise systems.

Location:
Washington, DC (On-site)

Employment Type:
Full-Time

Key Responsibilities

Program & Operations Leadership

• Lead end-to-end program execution, including CSC operations and CRM system performance
• Oversee omnichannel customer service delivery (phone, email, web, IVR)
• Manage workforce planning, staffing models, and operational readiness
• Drive stand-up, transition, and cutover activities for new program operations

Performance Management & Reporting

• Inform and manage KPIs, SLAs, and performance metrics
• Monitor service delivery in real time and implement corrective actions as needed
• Deliver weekly, monthly, and ad hoc reporting to federal stakeholders
• Identify trends, risks, and opportunities for continuous improvement

CRM Operations & Technology Oversight

• Oversee Microsoft Dynamics CRM operations and maintenance, including:
• Incident and problem management
• System enhancements and releases
• Integration with customer service tools
• Coordinate Agile workflows and system improvements aligned to user needs

Client & Stakeholder Engagement

• Serve as primary interface with federal clients and stakeholders
• Lead governance meetings, status briefings, and executive communications
• Coordinate across technical teams, operations staff, and external partners

Compliance & Risk Management

• Ensure adherence to federal security and compliance standards (e.g., NIST, FISMA)
• Oversee data privacy, PII handling, and audit readiness
• Maintain documentation including QASP, transition plans, and operational procedures

Required Qualifications

• 5–7 years of program or project management experience supporting federal programs
• Experience managing customer service operations, contact centers, or BPO environments
• Hands-on experience with Microsoft Dynamics CRM in a production environment
• Demonstrated success managing:
• SLA/KPI-driven programs
• Cross-functional teams
• Federal client relationships
• Strong understanding of project management methodologies (Agile, hybrid, or waterfall)
• Excellent communication, organizational, and leadership skills

Preferred Qualifications

• Experience supporting telecommunications, health, or federal benefits programs
• Familiarity with NIST 800-53, FISMA, or FedRAMP environments
• Experience with data analytics, reporting tools (e.g., Power BI), or trend analysis
• PMP or equivalent certification
• Microsoft certifications such as:
• Dynamics 365 Customer Service Functional Consultant
• Power Platform Functional Consultant or Fundamentals
• Azure Fundamentals

About Innovation Horizons

Innovation Horizons is a veteran-owned small business delivering innovative, data-driven solutions across health, housing, and human services. We specialize in integrating technology, analytics, and human-centered design to support public sector programs at scale.

Why Join Us

• Lead a high-visibility federal program with national impact
• Work at the intersection of technology, operations, and public health
• Join a collaborative, mission-driven team
• Strong opportunities for growth and leadership advancement