Description
Job Title: Deputy Program Manager, Program Support
Summary
The Deputy Program Manager for Program Support works as a full-time employee of Zeiders Enterprises, Inc. (Zeiders) and contributes to the overall operation and success on the Military One Source Spouse Education and Career Opportunities (SECO) Program Contract. Reporting to the SECO Contract Program Manager, the Deputy Program Manager supervises all program support managers and teams as well as oversees selected contract-related activities; personnel management; and service delivery quality. The Deputy Program Manager ensures all SECO contract services meet or exceed Military Community and Family Policy expectations and that all contract services are of superior quality and making a positive impact for military spouses.
The Deputy Program Manager's responsibilities include:
Oversee direct and matrix support teams in the day to day strategic and operational management of program support operations to the SECO contract.
Consult with the other contract Deputy Program Managers (Career Center Operations and MSEP) to identify and resolve problems that arise with staffing and program execution.
Work with the Deputy Program Manager for Career Center Operations and their direct reports to ensure sufficient technical and operational call center support resources are established to meet contract requirements.
Oversee all contract reporting requirements; ensure reports are accurate and submitted per contract requirements.
Working closely with the Information Services Department, ensure contract technical needs are met and act as liaison to resolve technical questions and issues from contract staff. Implement process improvements to mitigate technical-related disruptions for the contract. Oversee technical implementation efforts.
Working closing with Human Resources and the contract's other Deputy Program Managers, implement and maintain effective hiring and staffing processes for the contract. Coordinate and monitor cohort progress to ensure staffing needs are met in a timely manner.
Working closely with the Learning and Development team, ensure that staff receives required training and professional development education.
Lead large-scale contract initiatives and projects such as contact center certification and the MSEP Annual Survey.
Coordinate contract communication efforts for internal stakeholders, including contract-wide and Companywide meetings.
Serve as the point of contact for technical systems and platforms utilized by the contract (e.g., appointment scheduling system, contact center platform, and shared communication systems).
Assist the Program Manager in providing day to day operational management of the contract which includes DoD and service policy compliance. Develop and implement operational policies, procedures and guidelines for the effectiveness and efficiency of program operations.
Manages subordinate supervisors who supervise other employees.
Develop and implement operational policies, procedures and guidelines for the effectiveness and efficiency of program operations.
Work with the Zeiders and Government Program Managers and staff in the execution of the programs to provide reporting, briefing, quality control, budget execution and other support as required for customer delight.
Serve as a business advisor and compliance monitor to the Program Manager for contract and subcontract agreements.
Ensure operational performance, quality control, budget and other performance standards are exceeded.
Working with the Program Manager and the Program's Business Manager, provide management oversight of subcontractors and/or other vendors' performance and facilitate feedback to subcontractor/vendor organizations.
Integrate contract support activities with other SECO program support vendors, and represent the Program Manager, as required, in related meetings and communications.
Serve as the secondary Point of Contact (POC) for the Contracting Officer (CO), Contracting Officer's Representative (COR), and the Government Program Manager and Technical Point of Contact (TPOC).
Attend meetings with Government Program Representatives with Program Manager or on her behalf.
Ensure that Program Manager is kept fully and appropriately informed of contract management issues, risks, developments, initiatives and emerging concerns.
Required Education and/or Experience Qualifications
Zeiders is a COVID-19 vaccination-required company and requires all employees to be vaccinated or seek an approved accommodation for a protected reason (medical or religious).
Master's degree in Education or Career Counseling, Human Resources, Social Services, Business/Program Management or related field; OR a Bachelor's degree in related field with 5 years relevant experience.
Ten years of related program management experience (preferably in a human services discipline such as employee assistance programs, career counseling, guidance counseling, work-life programs, or related industry) with budget and contract responsibilities.
Three years of experience managing diverse teams including virtual/remote teams.
Knowledge and experience with federal government contracts, preferably Department of Defense contracts.
Experience in change management and process improvement.
Experience/knowledge/skills in the area of technology management, contract administration, and subcontractor/vendor management.
Proven successful experience managing direct and/or matrix support operations and teams.
Demonstrated experience in strategic planning; research and evaluation; strategic analysis and synthesis; and stakeholder engagement.
Results driven leader with the ability to influence and focus on continual process improvement.
Excellent attention to detail and ability to manage multiple workstreams while ensuring deadlines are met.
Strong proven track record with excellent written and verbal communication skills.
Ability to use Microsoft Office programs, including Project related platforms..
Ability to obtain and maintain a government background investigation.
Preferred Qualifications
Experience/knowledge/skills in the area of spouse employment, career counseling, employment industry, career placement, tuition assistance and related services.
Three years of experience in a call center environment in a leadership role.
Knowledge of the FAR, DoD acquisition processes.
Preference for direct military lifestyle knowledge or experience, such as from a Military Spouse, Veteran or Wounded Warrior.
Project Management Professional (PMP) Certification
Other Skills and Abilities
This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies :
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Ability to work both independently and as part of a team.
Physical Demands: Work in office areas. Sits, stands, bends, lifts, and move intermittently during working hours. Uses personal computer, telephones, copiers, printers, and other office equipment. The employee must occasionally life and/or move up to 10 pounds. The physical demands described here are representative of those that must be met by employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.
Travel: Required as needed- special projects or training , <10%
All positions which require access to U.S. Government facilities and systems require U.S. Citizenship, a valid driver's license, transportation, and auto insurance.
Zeiders Enterprises, Inc. is an Equal Opportunity Employer
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
