New

Sr. Project Manager,

Ampcus, Inc

United States, Virginia, Chantilly

14900 Conference Center Drive (Show on map)

Sep 09, 2025

Duties:

As a Sr. Project Manager, you will:

- Be responsible for coordinating activities and services concerning the complete range of responsibilities and management activities required for ongoing operation of the service desk.

- Train, coach, and mentor Service Desk Agents and vendor support teams to iteratively improve performance and efficacy.

- Provide data and reporting of KPIs (Key Performance Indicators) and trends regarding Ginnie Mae customers, systems, and processes.

- Serve as a representative for Ginnie Mae Customer Service Desk-related contracts.

Qualifications:

Specialized experience for this position includes:

- Leading a team or project responsible for assessing the customer experience and developing and implementing improvements in the housing or finance industry.

- Analyzing and recommending policies, procedures or products to enhance existing service desk/help desk programs.

- Overseeing customer service operations and ensuring timely and effective resolutions to escalated issues.

- Experience with ServiceNow Customer Service Management (CSM) module for managing customer care cases and building/maintaining a knowledge base.

- Experience with NICE CXone cloud-based platform, which is used by contact centers and businesses to manage and optimize customer experiences across various channels.