Full Job Description
CRG is currently seeking a full-time Contract Program Support Manager to support our Department of State client (should we be awarded the contract). This position serves as the senior contractor representative and is responsible for overall contract performance, workforce management, customer engagement, quality assurance, and operational oversight. The Contract Program Support Manager shall serve as the primary liaison between the Contractor and Government leadership and possess full authority to act on behalf of the Contractor regarding all contract operations.
Role Description:
The position requires performing program management activities, including (but not limited to) the following:
• Serving as the primary point of contact and liaison with Government leadership, Contracting Officer's Representatives (CORs), Managing Directors, Regional Directors, Office Directors, and other stakeholders.
• Exercising full authority and responsibility for managing contract operations, personnel, resources, schedules, deliverables, and performance outcomes.
• Directing and overseeing contractor personnel supporting Passport Headquarters, Regional Offices, Technical Operations, Records Management, Authentications, Training, Internal Controls, Administrative Support, and other operational functions.
• Managing staffing, recruiting, onboarding, retention, workforce planning, succession planning, and employee performance management activities.
• Ensuring contract performance complies with all applicable Department of State policies, Foreign Affairs Manual (FAM), Foreign Affairs Handbook (FAH), Passport Internal Controls requirements, Privacy Act requirements, and standard operating procedures.
• Developing, implementing, and maintaining the Management Plan, Quality Assurance Surveillance Plan (QASP), Internal Control Procedures, Standard Operating Procedures (SOPs), workflow documentation, and other required contract deliverables.
• Monitoring contract performance metrics, workload trends, service levels, productivity measures, quality standards, and customer satisfaction indicators.
• Leading business process improvement initiatives and recommending operational efficiencies, process innovations, automation opportunities, and best practices.
• Managing risk identification, mitigation planning, corrective action implementation, and issue resolution activities.
• Overseeing transition planning and execution, including contract phase-in and phase-out activities, knowledge transfer, continuity of operations, and workforce stabilization.
• Providing executive-level briefings, management reports, status updates, performance analyses, and strategic recommendations to Government leadership.
• Coordinating with Government managers to ensure staffing resources are effectively aligned with mission priorities, changing workloads, and emerging requirements.
• Supporting internal control reviews, audits, inspections, compliance assessments, and implementation of corrective actions.
• Overseeing contractor training programs and workforce development initiatives to ensure personnel maintain required skills, certifications, and operational readiness.
• Reviewing and approving work products, reports, correspondence, procedures, and other deliverables to ensure quality, consistency, and compliance with contract requirements.
• Monitoring contract expenditures, labor utilization, overtime requirements, staffing levels, and resource allocation to ensure efficient contract execution.
• Supporting special projects, surge requirements, data calls, executive taskings, and other assignments as directed by the Government.
• Preparing and delivering monthly status reports, management briefings, performance assessments, and executive communications.
Basic Qualifications:
• Minimum of 15 years of progressively responsible experience in federal program management, operations management, or administrative support services.
• Minimum of 10 years of experience managing large-scale federal support service contracts involving multiple functional areas and geographically dispersed personnel.
• Demonstrated experience managing workforce operations exceeding 100 personnel.
• Minimum Bachelor's Degree from an accredited college or university.
• Active SECRET clearance or ability to obtain and maintain a SECRET clearance.
• Proven experience serving as the primary interface with senior Government leadership and executive stakeholders.
• Demonstrated experience developing and implementing management plans, quality control programs, performance metrics, and process improvement initiatives.
• Strong knowledge of federal operations, workforce management, internal controls, records management, administrative support functions, and performance-based service contracts.
• Exceptional written and verbal communication skills, including executive briefings and report preparation.
• Proven leadership, organizational, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities, rapidly changing workloads, and high-visibility operational environments.
Additional Qualifications:
• Experience supporting the Department of State, Bureau of Consular Affairs, Passport Services, or similar high-volume federal operational environments preferred.
• Knowledge of Passport Services operations, records management, document control, internal controls, and customer service functions preferred.
• Experience managing large-scale administrative, operational, and program support contracts.
• Experience implementing quality management systems, process improvement methodologies, and performance measurement frameworks.
• Experience supporting audits, inspections, compliance reviews, and internal control programs.
• Master's degree in Business Administration, Public Administration, Management, or related field preferred.
• Project Management Professional (PMP) certification preferred.
Primary Location: Washington, DC Metropolitan Area
Benefits
Full-time employees are eligible for 401(k) and Roth retirement plans, Medical, Dental, and Vision Insurance (for employees and families), Supplemental Insurance, 11 Federal Holidays, and at least three weeks of Paid Time Off (PTO), including sick and personal leave.
