About the program
Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management.
Position SummaryThe Program Manager provides overall leadership, direction, and accountability for program operations and performance. This position serves as the primary point of contact among Struction Solutions, Government representatives, subcontractors, and program personnel. The Program Manager oversees staffing, scheduling, training, quality, contract deliverables, performance reporting, issue resolution, and compliance across a geographically dispersed team supporting 24/7/365 operations.
Key Responsibilities- Provide overall management and oversight of program operations, personnel, performance, and contract requirements.
- Serve as the primary liaison between Struction Solutions and designated Government representatives.
- Lead a geographically dispersed team supporting contact-center operations, outreach, resource referrals, non-medical case management, quality assurance, training, reporting, and installation-based services.
- Ensure appropriate staffing and scheduling for continuous 24/7/365 operational coverage.
- Monitor vacancies, employee performance, attendance, scheduling, training completion, and workforce readiness.
- Oversee contract deliverables, reports, performance metrics, staffing reports, corrective-action plans, and other required documentation.
- Ensure services are performed in accordance with the Performance Work Statement, standard operating procedures, security requirements, the Privacy Act, HIPAA requirements, and applicable Government policies.
- Monitor contact-center performance, outreach requirements, MCWIITS documentation, case-management quality, and service-delivery standards.
- Coordinate program transition, employee onboarding, training, and operational-readiness activities.
- Identify performance or compliance concerns and implement appropriate corrective actions.
- Manage operational issues and escalations, including after-hours situations requiring leadership involvement.
- Conduct and participate in meetings with Government representatives, program leadership, regional staff, and other stakeholders.
- Maintain effective communication across program locations and functional teams.
- Ensure the Assistant Program Manager is prepared to assume Program Manager responsibilities during planned or unplanned absences.
- Promote a professional, responsive, and mission-focused environment for personnel serving wounded warriors and their families.
Minimum Qualifications- Bachelor's degree or equivalent.
- Minimum of two years of program or operations management experience.
- No professional certification required.
- No security clearance required.
- Ability to comply with the security, background-screening, privacy, and system-access requirements outlined in PWS Section 10.
- Strong leadership, organizational, communication, problem-solving, and decision-making skills.
- Ability to manage staffing, contract deliverables, performance requirements, and daily program operations.
- Ability to support after-hours escalations associated with a 24/7/365 operation.
- Proficiency with Microsoft Office and web-based reporting or case-management systems.
Preferred Qualifications- Experience managing a Department of Defense, Marine Corps, federal, veteran-services, healthcare, human-services, or contact-center program.
- Experience working with Government representatives and federal contract requirements.
- Experience leading multidisciplinary or geographically dispersed teams.
- Experience with non-medical case management, outreach programs, resource coordination, or military transition services.
- Familiarity with MCWIITS or comparable Government case-management and reporting systems.
- Experience overseeing quality assurance, employee training, compliance, performance reporting, and corrective actions.
- Project Management Professional certification or comparable program-management training.
- Military service or experience supporting service members, veterans, and military families.
Location
- Contractor Facility, Government Facility, Hybrid.
