Job Description

BTI is currently searching for a Program Manager to fulfill the roles and responsibilities below:

The Program Manager is responsible for overall contract management, personnel supervision, quality assurance, customer relations, performance monitoring, and operational oversight for the EFLHD Administrative Support Services contract. The Program Manager serves as the primary management liaison between contractor personnel and government representatives and ensures successful contract performance throughout the period of performance.

Essential Duties and Responsibilities

Contract and Program Management

• Provide overall management and administration of the contract.
• Monitor performance metrics, staffing levels, workload distribution, and service delivery.
• Submit required reports and contract deliverables.
• Coordinate with government representatives regarding performance, schedules, assignments, and operational concerns.
• Develop solutions to operational challenges and performance issues.

Personnel Management

• Supervise and mentor Administrative Support personnel.
• Conduct performance coaching and staff development.
• Address employee relations matters and grievances.
• Implement corrective action or disciplinary measures when necessary.
• Conduct monthly staff meetings and performance discussions.
• Ensure continuity of operations through staffing and replacement planning.

Quality Assurance and Compliance

• Monitor quality standards and performance expectations.
• Ensure compliance with contractual requirements and company policies.
• Oversee onboarding, security documentation, and personnel accountability.
• Track contract performance and implement continuous improvement initiatives.

Customer Relations

• Maintain effective working relationships with government stakeholders.
• Participate in virtual, telephonic, or in-person meetings as required.
• Resolve performance concerns and facilitate communication between contractor staff and government officials.

Minimum Qualifications

Education

• Bachelor's degree in Business Administration, Public Administration, Management, Human Resources, or a related field preferred.
• Relevant post-secondary education or equivalent experience may be substituted.

Experience

• Minimum five (5) years of administrative support leadership experience.
• Minimum five (5) years of personnel management experience.
• Experience managing service contracts and customer-facing operations.
• Experience leading geographically dispersed or administrative support teams.

Required Certifications (Preferred)

• Project Management Professional (PMP) preferred.
• Certified Manager (CM), SHRM-CP/SHRM-SCP, or equivalent leadership certification preferred.

Required Knowledge, Skills, and Abilities

• Advanced proficiency in Google Workspace (Docs, Sheets, Slides, Drive, Meet).
• Advanced proficiency in Microsoft Office applications.
• Strong leadership, coaching, conflict resolution, and mediation skills.
• Ability to analyze workloads and implement process improvements.
• Excellent oral and written communication skills.
• Strong knowledge of administrative operations, records management, travel administration, and timekeeping systems.
• Ability to learn and mentor staff on agency-specific software applications.
• Strong understanding of professional business writing, grammar, spelling, and formatting standards.