The Program Manager serves as the Contractor's primary point of contact and is responsible for the overall leadership, management, quality, and successful execution of the Office of Head Start (OHS) National Customer Service Improvement Project (CSIP). The Program Manager provides strategic and operational oversight for grants management, customer service, and data management activities supporting OHS Regional and Central Offices while ensuring compliance with Federal regulations, contract requirements, and OHS policies. This position leads a multidisciplinary workforce, oversees contract performance, manages risk, ensures delivery of all contract deliverables, and serves as the primary liaison with the Contracting Officer (CO) and Contracting Officer's Representative (COR).
Responsibilities:
- Serve as the Contractor's primary point of contact for contractual, technical, and operational matters.
- Provide overall leadership and management of grants management, customer service, data management, and administrative support activities.
- Manage contract staffing, workforce planning, onboarding, employee development, and retention.
- Supervise key personnel and provide coaching and performance management.
- Develop and improve project management processes supporting contract execution.
- Oversee implementation of the Quality Control Plan and monitor performance metrics.
- Manage risks, issues, corrective actions, and continuous process improvement.
- Ensure timely submission of all required contract deliverables and reports.
- Lead meetings with Government stakeholders and monitor budget, burn rate, and staffing.
- Ensure compliance with HHS, ACF, OHS, FAR, and contract requirements.
Qualifications:
- Minimum 10 years of progressively responsible experience managing projects of similar size, scope, and complexity.
- Minimum 5 years of progressive supervisory experience.
- Experience implementing quality assurance systems.
- Ability to analyze, aggregate, and present data from multiple sources.
- Excellent written and verbal communication skills.
- Ability to resolve client and staff issues.
- Demonstrated ability to coach and mentor personnel.
Preferred Qualifications:
- Experience supporting HHS, ACF, or Office of Head Start.
- Experience with Federal grants management and discretionary grants.
- Knowledge of Head Start/Early Head Start programs.
- Experience with GrantSolutions, HSES, AMS, and Smartsheet.
- Experience managing performance-based Federal service contracts.
Education and Experience:
Bachelor's degree in Business Administration, Public Administration, or related field.
Master's degree preferred.
Project Management Professional (PMP) certification preferred or equivalent.
