Program Manager

Program Manager

Location: Lee's Summit, MO (primary, with oversight across multiple sites)

Employment Type: Full-Time, Exempt

As the senior leader for the contract, the Program Manager serves as the primary point of accountability, providing executive oversight for all records operations, maintenance, and transportation services. This role ensures seamless performance, risk mitigation, and alignment with USCIS mission goals for timely, accurate access to immigration records.

Key Responsibilities

• Provide overall contract direction, resource allocation, and strategic planning across multi-site operations (NRC, ES-1, HBG FSF).
• Maintain direct communication with the Contracting Officer's Representative (COR) on operational status, plans, risks, and continuous improvement initiatives.
• Oversee quality management systems, personnel supervision, performance reporting, and compliance with USCIS Records Policy Manual, PII/SPII handling, chain-of-custody, and federally mandated directives.
• Manage workforce flexing to align with fluctuating volumes (e.g., FOIA requests, policy changes, incoming files).
• Ensure 24x7 availability for emergencies and rapid response to issues.
• Lead implementation of technological and policy changes while pursuing operational excellence and high customer satisfaction.

Required Qualifications

• Minimum 10+ years of progressive experience managing large-scale federal records, administrative, or operations support contracts (DHS/USCIS experience highly preferred).
• Proven leadership of multi-site teams (100+ personnel) with shift coverage and emergency response.
• Bachelor's degree (Master's preferred) in Business Administration, Management, Records Management, or related field.
• Project Management Professional (PMP) certification or equivalent.
• Active SECRET clearance or ability to obtain and maintain one.
• Strong knowledge of federal records management principles, security protocols, and quality standards (e.g., ISO 9001-aligned processes).

Preferred Qualifications

• Experience with tracking systems like RAILS or similar.
• Demonstrated success in continuous improvement and customer-focused service delivery.