Program Manager

HeiTech Services is seeking an experienced Program Manager to lead a large federal records operations program spanning multiple facilities, more than 500,000 square feet of operational space, and over 35 million records. Services include records storage and maintenance, correspondence processing, document scanning, file retrieval and movement, and secure transportation. The program requires coordinated leadership across geographically separated locations, multiple work shifts, and an operating environment that includes 24/7 service coverage.

The Program Manager will lead through operations managers, quality leadership, and supervisors, with overall responsibility for workforce readiness, service delivery, performance, and customer satisfaction. This role requires experience directing large, labor-intensive operations through subordinate managers and supervisors, balancing staffing and production demands across interdependent functions. Prior overall management responsibility for a workforce of 300 or more employees is strongly preferred, but not required.

Responsibilities combine operational leadership with complex statistical analysis, cost estimating, workforce planning, Government communications, and continuous improvement. Candidates should bring a demonstrated ability to maintain accountability across facilities and shifts, resolve significant operational challenges, and sustain performance as workloads and priorities change. The role requires onsite presence in Lee’s Summit, Missouri, at least monthly, the ability to attend in-person meetings within two consecutive business hours of Government notification, and 24/7 availability for emergencies.

Key Responsibilities:

• Direct and integrate services across multiple facilities, maintaining accountability for service quality, accuracy, reliability, timeliness, and customer satisfaction.
• Serve as a principal management contact for Government representatives, communicate operational status and plans, and deliver clear oral and written management briefings.
• Establish priorities and coordinate operations managers, quality personnel, and supervisors so staffing, production, training, and support activities work together across facilities and shifts.
• Oversee workforce planning, recruitment and retention coordination, replacement coverage, cross-training, and supervisory coverage to sustain services during vacancies, absences, workload changes, and disruptions.
• Develop and interpret complex statistical analyses, cost estimates, workload assessments, and analytical reports to identify trends, evaluate resource needs, and recommend improvements.
• Oversee development, implementation, and maintenance of required management plans, standard operating procedures, reporting processes, and continuity procedures.
• Proactively identify significant operational risks and performance concerns, promptly inform Government representatives, and lead corrective actions through resolution.
• Identify and recommend approaches to improve quality, reduce costs, and correct process inefficiencies; coordinate implementation and evaluate results.
• Conduct fact finding for special projects, validate information, and respond promptly to time-sensitive Government inquiries.
• Coordinate with security, human resources, training, and operational personnel to maintain required personnel suitability, access, training, nondisclosure, privacy, and sensitive-records protection controls.
• Oversee secure records handling and chain-of-custody practices throughout storage, processing, retrieval, movement, and transportation activities.
• Guide the workforce through changes in procedures, technology, policies, and workload priorities while maintaining service continuity.