Location: Washington, DC
Clearance/Screening Requirements: Candidates must be U.S. Citizens, possess or be able to obtain the required SECRET security clearance.
Position Summary:PBG's McLean, VA office is seeking a senior operations and workforce-management professional to serve as Deputy Program Support Manager. This role will support the Contract Program Support Manager in directing day-to-day performance, staffing continuity, quality, reporting, security, and issue resolution across a large on-site workforce. The Deputy Program Support Manager must be prepared to maintain management continuity, coordinate multiple operational teams, and convert performance data and customer priorities into timely actions.
Key Responsibilities:The Deputy Program Support Manager shall be responsible for the following:
- Act for the Contract Program Support Manager when delegated or during absences and maintain continuity of management authority.
- Coordinate daily operations across teams, offices, workstreams, and labor categories.
- Track staffing levels, vacancies, attendance, schedules, overtime requests, training, onboarding, and employee performance.
- Lead operational meetings, action-item tracking, issue escalation, corrective actions, and follow-through.
- Monitor productivity, accuracy, timeliness, backlog, customer service, and quality metrics and recommend improvements.
- Support preparation of management plans, monthly reports, briefings, staffing forecasts, risk registers, and contract deliverables.
- Coordinate with Team Leaders to balance workload, maintain coverage, and address performance or conduct concerns.
- Enforce Privacy Act, PII, internal control, standards-of-conduct, physical-security, and information-security requirements.
- Support recruiting, retention, succession planning, cross-training, knowledge transfer, and replacement readiness.
- Assist with transition, surge, additional operational support, and authorized overtime planning.
Minimum Qualifications:- Bachelor's degree.
- Six (6) years of progressive management experience in a high-volume production or office environment.
- Three (3) years managing a team comparable in size and scope to the Headquarters personnel assigned.
- Three (3) years of managing a seasonal or temporary workforce.
- Three (3) years of experience using Microsoft Word, PowerPoint, Excel, and Outlook.
- Ability to prepare management, business, technical, and personnel reports, reviews, and documents for internal and external use.
- Knowledge and expertise in personnel management, with excellent oral and written communication skills.
- Advanced proficiency in Microsoft Office applications.
- Ability to prioritize workload for large teams and demonstrate excellent organizational skills.
- Ability to interpret and apply regulatory material.
- Ability to perform the duties of any Records Support Associate.
- Must be bondable if performing cashier closeout functions.
- Ability to work on-site in Washington, DC and sustain long-term availability.
- Ability to lift and transport up to 45 pounds.
- Proposal-ready resume with complete month/year dates that clearly substantiates every mandatory qualification.
Highly Valued Qualifications:- Prior experience supporting the Department of State, identity services, records operations, fraud support, or high-volume citizen-service programs.
- PMP, Lean Six Sigma, quality, workforce management, or related certification.
- Advanced degree in management, public administration, business, or related discipline.
- Experience managing Service Contract Act-covered or multi-site federal workforces and rapid staffing fluctuations.
Benefits:- 401K Retirement Plan
- Medical Plan options with significant financial investments from PBG
- Prescription benefit plan
- Dental and Vision coverage
- Employee Assistance Program
- Short term / Long-term disability
- Supplemental group life and AD&D options
- Yearly Bonuses
- Generous Paid Time Off / Paid Holidays
- Career/Professional Development Program
- Spot Bonus Program
Disclaimer:This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.
This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
