Program Manager

• Provide overall management and administration of the contract.
• Monitor performance metrics, staffing levels, workload distribution, and service delivery.
• Submit required reports and contract deliverables.
• Coordinate with government representatives regarding performance, schedules, assignments, and operational concerns.
• Develop solutions to operational challenges and performance issues.

• Supervise and mentor Administrative Support personnel.
• Conduct performance coaching and staff development.
• Address employee relations matters and grievances.
• Implement corrective action or disciplinary measures when necessary.
• Conduct monthly staff meetings and performance discussions.
• Ensure continuity of operations through staffing and replacement planning.

• Monitor quality standards and performance expectations.
• Ensure compliance with contractual requirements and company policies.
• Oversee onboarding, security documentation, and personnel accountability.
• Track contract performance and implement continuous improvement initiatives.

• Maintain effective working relationships with government stakeholders.
• Participate in virtual, telephonic, or in-person meetings as required.
• Resolve performance concerns and facilitate communication between contractor staff and government officials.

• Bachelor's degree in Business Administration, Public Administration, Management, Human Resources, or a related field preferred.
• Relevant post-secondary education or equivalent experience may be substituted.

• Minimum five (5) years of administrative support leadership experience.
• Minimum five (5) years of personnel management experience.
• Experience managing service contracts and customer-facing operations.
• Experience leading geographically dispersed or administrative support teams.

• Project Management Professional (PMP) preferred.
• Certified Manager (CM), SHRM-CP/SHRM-SCP, or equivalent leadership certification preferred.

• Advanced proficiency in Google Workspace (Docs, Sheets, Slides, Drive, Meet).
• Advanced proficiency in Microsoft Office applications.
• Strong leadership, coaching, conflict resolution, and mediation skills.
• Ability to analyze workloads and implement process improvements.
• Excellent oral and written communication skills.
• Strong knowledge of administrative operations, records management, travel administration, and timekeeping systems.
• Ability to learn and mentor staff on agency-specific software applications.
• Strong understanding of professional business writing, grammar, spelling, and formatting standards.

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