Sr Program Manager

Public Consulting Group

Olympia, WA

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JOB DETAILS

SALARY

$79,000–$125,000 Per Year

SKILLS

Agile Programming Methodologies, Analysis Skills, Atlassian JIRA, Best Practices, Billing, Bug Tracking/Defect Management, Change Management, Change Requests/Orders, Coaching, Communication Skills, Consulting, Content Management, Continuous Improvement, Contract Creation, Contract Management, Contract Requirements, Contract Review, Cross-Functional, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Management, Customer/Client Research, Department of Health and Human Services, Documentation, Expense Reports, Gap Analysis, Government, Health Education, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Investment Management, Leadership, Lean Manufacturing, Legal, Maintain Compliance, Matrix Management, Medical Genetics, Meeting Minutes, Mentoring, Microsoft Project, Military, Multitasking, Operational Improvement, Operational Support, Operations Management, Operations Planning, Organizational Skills, Past Due Accounts, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Production Management, Production Support, Project Management Information System (PMIS), Project Management Professional (PMP), Project Management Software, Project Planning, Project Portfolio Management (PPM), Project Tracking, Project/Program Coordination, Project/Program Management, Public Administration, Risk, Risk Management, Sales Management, Scrum Project Management and Software Development, Service Delivery, Service Level Agreement (SLA), Software as a Service (SaaS), Special Education, Standard Operating Procedures (SOP), Status Reports, Strategic Planning, Talent Management, Team Lead/Manager, Team Player, Time Management, Training/Teaching, Up-Selling, ZenDesk

LOCATION

Olympia, WA

POSTED

3 days ago

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.-all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com . Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed. Services: + Teaching + Learning Solutions + Data Systems + IT Solutions + Financial Solutions + Equity in Education + Equitable Education + Recovery Services This role is responsible for the successful delivery of the portfolio of projects for the Mid-South region. The Program Manager oversees the overall operation of services in terms of scope, cost, quality, and risk, ensuring client satisfaction and continuous improvement through leadership, coordination, and strategic alignment. **Client Relationship Management & Engagement** + Oversee engagement strategies to build and maintain strong professional relationships with clients. + Understand clients' key strategic business initiatives and pain points. + Identify actionable insights to improve client results and inform team strategy. + Manage meetings, content, facilitation, and communication with clients and executive stakeholders. + Lead client success team engagements through on-site visits and virtual meetings, ensuring meeting minutes capture decisions, next steps, deadlines, and task owners. + Prepare and communicate contract updates; review contracts and monitor variances in commitments. + Review and approve invoices; act as the escalation point for unpaid invoices. + Participate in gap analysis and strategic planning conversations with clients as needed. + Identify upsell opportunities by anticipating client needs. **Service Delivery Oversight** + Uphold high levels of client satisfaction by ensuring cross-functional teams perform high-quality and on-time services. + Coordinate with program, operations, and production management teams to ensure services meet client needs and contractual obligations. + Ensure service delivery processes are followed and continuously improved across teams. + Monitor work activities to ensure completion by agreed-upon deadlines. + Determine and implement changes to support operations as business needs evolve. + Ensure all reported issues are submitted and documented using the appropriate task management tools (e.g., Zendesk, JIRA). + Ensure accountability for following SLAs, including Response Time and Resolution Time commitments. **Project & Portfolio Management** + Monitor the state of projects and manage changes to scope, schedule, cost, quality, and risk. + Manage and communicate planned and approved work using established task management processes. + Prepare client/production support status reports and lead related internal and external meetings. + Coordinate and communicate production support activities across functional teams. + Monitor planned work progress and escalate risks or delays to corresponding Program Managers. + Coordinate with Program Management staff to align account management processes and promote consistency across teams. **Issue, Risk & Change Management** + Identify, monitor, and resolve issues and risks related to client(s). + Escalate risks and issues to the Service Management Director and collaborate on resolution strategies. + Manage the intake and organization of change requests, ensuring compliance with the defined change management process. + Ensure that all team members follow established issue resolution protocols and risk mitigation procedures. + Provide timely responses and follow-up on escalated issues and risks, particularly those involving SLAs. **Training, Process Improvement & Cross-Team Collaboration** + Work with the Training & Support Manager to implement problem-solving strategies and ongoing training initiatives. + Collaborate cross-functionally with operations, program management, and product teams to drive process improvements. + Promote continuous improvement and alignment across client management and service management practices. + Support Project Managers in development task prioritization, including defects, support, and consultation requests. **Team Leadership & Supervision (if applicable)** + Provide leadership and direction to assigned team members. + Ensure direct reports manage account activity and new work according to service delivery processes. + Provide coaching, training, and feedback to develop team competencies in project management, client engagement, and operational execution. + Approve timesheets and expense reports for team members. + Identify resource constraints and collaborate with supervisors to resolve limitations or conflicts. + Guide the team in adopting and applying IT methodologies, SOPs, and project management best practices. + Provide mentoring and support in the creation of narratives, communications, and strategic project documentation. ? **Education** + Bachelor's degree in Business, Education, Project Management, Information Systems, Public Administration, or related field required + Master's degree preferred ? **Required Experience** + Minimum of 8-10 years of progressive project or program management experience + Minimum of 5+ years managing complex, multi-workstream programs or portfolios + Experience leading large-scale implementations, enterprise initiatives, or statewide/district-level programs + Experience leading cross-functional teams and coordinating work across multiple stakeholder groups + Experience managing multiple concurrent projects, priorities, and timelines + Experience facilitating executive-level communication and stakeholder engagement + Experience with risk management, issue resolution, governance, and escalation management + Experience developing and maintaining project plans, status reporting, and executive summaries + Experience leading process improvement and operational initiatives ? ? **Preferred Experience** + Education technology, K-12 education, Special Education, SaaS, consulting, or public sector experience preferred + Experience supporting statewide or large district clients preferred + Experience working in matrixed organizations with multiple business units and shared resources preferred + Experience managing teams, mentoring staff, or leading organizational initiatives preferred **Certifications** + Project Management Professional (PMP) certification preferred + Agile, Scrum, Lean, Change Management, or related certifications preferred ? **Knowledge, Skills, and Abilities** + Strong program and portfolio management capabilities + Strong executive communication and presentation skills + Ability to influence without direct authority + Strong client relationship management skills + Ability to manage ambiguity and shifting priorities + Strong problem-solving and critical-thinking abilities + Strong organizational and operational planning skills + Ability to facilitate collaboration across teams and functions + Strong analytical and decision-making skills + Experience using project management and reporting tools such as JIRA, Workday, Smartsheet, Microsoft Project, or similar platforms ? **Leadership Expectations** + Demonstrates strategic thinking and sound judgment + Builds trusted relationships internally and externally + Leads through influence and collaboration + Drives accountability and execution + Supports talent development and mentorship + Creates structure, clarity, and alignment across teams **Compensation:** Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave. Range: $79,000 - $125,000 \#LI-AH1 \#LI-remote PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship. **EEO Statement:** Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work. Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.

About the Company

Public Consulting Group

INDUSTRY

Other/Not Classified

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