Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for the Program Manager role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility.

Primary Responsibilities:

The Program Manager is responsible for the overall leadership, management, administration, staffing, quality, financial execution, and successful performance of the USPTO Service Desk, Advanced Problem Resolution (APR), and USPTO Contact Center (UCC) contract. The Program Manager provides strategic oversight of all contract activities and ensures compliance with contractual requirements, service level agreements (SLAs), security requirements, transition activities, staffing commitments, quality management processes, continuity of operations planning, and customer satisfaction objectives. The Program Manager serves as the principal point of contact with USPTO leadership, including the Contracting Officer (CO), Contracting Officer's Representative (COR), Service Desk Operations Division (SDOD) leadership, Product Owners, and other Government stakeholders.

Additionally, in this position you will provide:

Contract Management & Leadership

• Direct and manage all contract operations across SD, APR, UCC, Executive Support, ERF, and Knowledge Management functions.
• Serve as the Contractor's authorized representative with authority to commit corporate resources and make binding operational decisions.
• Provide executive leadership to all team leads, supervisors, managers, and support personnel.
• Ensure all contract requirements, performance objectives, and deliverables are achieved.
• Lead contract kick-off activities, transition execution, and operational governance meetings.
• Maintain effective communication with USPTO stakeholders and senior leadership.

Program Oversight

• Manage staffing, recruitment, retention, workforce planning, and succession planning activities.
• Ensure all key personnel and staffing requirements are filled within PWS-directed timelines.
• Monitor operational performance across all functional areas.
• Evaluate staffing forecasts and workload trends to ensure SLA achievement.
• Approve and oversee surge support actions during major incidents, deployments, or operational events.
• Coordinate contractor operations across both primary and alternate COOP locations.

Customer Experience & SLA Management

• Ensure achievement of all contractual Service Level Agreements.
• Analyze operational metrics, customer satisfaction data, quality reviews, and trend reports.
• Implement corrective actions when service levels fall below performance standards.
• Lead continuous service improvement initiatives.
• Champion customer-centric service delivery and operational excellence.
• Review customer complaints, escalations, major incidents, and recurring operational issues.

Financial & Business Management

• Manage contract funding utilization and labor resource allocation.
• Monitor staffing, labor forecasts, and operational expenditures.
• Support purchase planning and resource requirements.
• Review subcontractor performance and contractual compliance.
• Provide program status reporting to company leadership and USPTO stakeholders.

Quality Management

• Oversee implementation of the Quality Control Plan (QCP).
• Ensure quality assurance reviews, ticket audits, call evaluations, and process assessments are performed.
• Establish performance improvement initiatives based upon trend analysis findings.
• Ensure compliance with SOPs, knowledge management procedures, and service management best practices.
• Promote continuous improvement throughout the program lifecycle.

Security & Compliance

• Ensure compliance with USPTO cybersecurity requirements, ATO requirements, security policies, and federal regulations.
• Support continuity of operations, disaster recovery, and risk management activities.
• Oversee implementation of security awareness, privacy, and compliance requirements.
• Ensure contractor facilities maintain required operational and security standards.
• Coordinate responses to audits, inspections, and compliance reviews.

Reporting & Governance

• Review and approve Monthly Status Reports, Quarterly Status Reports, Yearly Status Reports, Quality Reports, Trend Analysis Reports, and other contract deliverables.
• Conduct Program Management Reviews (PMRs).
• Participate in stakeholder meetings and executive briefings.
• Provide strategic recommendations for operational enhancements and emerging technology adoption.
• Ensure timely and accurate reporting to Government stakeholders.

Innovation & Emerging Technology

• Partner with USPTO leadership to identify operational improvements.
• Promote adoption of AI-enabled capabilities including virtual agents, service request summarization, knowledge management automation, and workflow optimization technologies.
• Drive innovation initiatives that improve efficiency, customer experience, resiliency, and service quality.

Qualifications:

Education

Bachelor's Degree in Computer Science, Information Systems, Information Technology, Engineering, Business Administration, Management, or a related discipline. Additional years of relevant experience may be substituted for education on a year-for-year basis consistent with PWS guidance.

Experience

• Minimum fifteen (15) years of progressively responsible experience managing large-scale IT operations, service desk, help desk, contact center, or end-user support environments.
• Minimum ten (10) years leading large teams supporting enterprise IT operations.
• Experience managing multi-functional organizations supporting Service Desk, Contact Center, Account Management, and Technical Support operations.
• Demonstrated experience managing federal government or similarly regulated environments.
• Proven success leading geographically distributed operations and hybrid workforce environments.
• Experience managing operational performance through SLA-driven service delivery models.

Certifications

Required:

• ITIL Certification or equivalent IT Service Management experience.

Preferred:

• PMP (Project Management Professional)
• HDI Support Center Director
• HDI Support Center Manager
• Lean Six Sigma Green Belt or higher
• Certified Scrum Master (CSM)
• Expert knowledge of ITIL-based service management principles.
• Strong understanding of ServiceNow, Salesforce, and enterprise service management platforms.
• Experience supporting large-scale federal agencies and mission-critical environments.
• Demonstrated expertise in workforce management, operational metrics, and service delivery optimization.
• Strong executive communication, briefing, and stakeholder management skills.
• Experience managing continuity of operations (COOP) and disaster recovery programs.
• Knowledge of cybersecurity, NIST, FISMA, and federal IT compliance frameworks.
• Ability to manage large, geographically dispersed teams while maintaining exceptional customer satisfaction.

Desired Knowledge, Skills, and Abilities

• Expert knowledge of ITIL-based service management principles.
• Strong understanding of ServiceNow, Salesforce, and enterprise service management platforms.
• Experience supporting large-scale federal agencies and mission-critical environments.
• Demonstrated expertise in workforce management, operational metrics, and service delivery optimization.
• Strong executive communication, briefing, and stakeholder management skills.
• Experience managing continuity of operations (COOP) and disaster recovery programs.
• Knowledge of cybersecurity, NIST, FISMA, and federal IT compliance frameworks.
• Ability to manage large, geographically dispersed teams while maintaining exceptional customer satisfaction.