Program Manager

Job Description

Job Description

Program Manager

Position Overview

The Program Manager will serve as the Contractor’s primary management representative for the Fort Bragg ID Card Services contract. This position is responsible for overall contract performance, daily operational oversight, staffing coordination, quality control, communication with the Government, and ensuring uninterrupted DEERS/RAPIDS CAC and USID card support services. The PM has full authority to act for the Contractor on matters relating to daily contract operations and must be available during regular hours of operation.

Key Responsibilities

• Provide overall management, supervision, and accountability for contract performance.
• Serve as the primary point of contact for the Contracting Officer, COR, and ACOR.
• Ensure all contract personnel are properly staffed, trained, certified, and available to support mission requirements.
• Oversee performance of DEERS/RAPIDS CAC and USID card services in accordance with the PWS, applicable regulations, and local policies.
• Manage the 30-day phase-in period and ensure all personnel, training, CAC access, rosters, and operational readiness requirements are completed before full performance.
• Maintain adequate staffing coverage during employee absences, leave, illness, training, surge periods, and emergencies.
• Support the development, implementation, and maintenance of the Quality Control Plan.
• Monitor service quality, performance standards, customer service levels, corrective actions, and monthly reporting.
• Ensure compliance with mission-essential contractor service requirements, including contingency planning for crisis events.
• Coordinate employee onboarding, security processing, training completion, badging, and contractor identification requirements.
• Support preparation and submission of required deliverables, including personnel rosters, Monthly Status Reports, NCR responses, accident notifications, and other contract reports.
• Ensure Contractor personnel understand their non-personal services role and do not create the appearance of Government employee status.

Qualifications / Experience

• Experience managing administrative, customer service, personnel services, military ID card, DEERS/RAPIDS, or similar high-volume Government support operations.
• Experience supervising multi-person teams in a federal, military installation, or controlled-access environment.
• Ability to manage staffing schedules, performance issues, reporting requirements, and customer service operations.
• Ability to coordinate with Government stakeholders while maintaining Contractor chain-of-command responsibilities.
• Must be able to understand, speak, read, and write English.

Required Skills

• Contract management and operational oversight
• Staff planning, scheduling, and absence coverage
• Government customer coordination
• Quality control and corrective action management
• Deliverable tracking and reporting
• Mission-essential service continuity planning
• Personnel onboarding and compliance tracking
• Strong written and verbal communication

Certifications / Training

• Must complete all contract-required security, OPSEC, anti-terrorism, cyber awareness, and installation access training, as applicable.
• Must ensure all personnel complete required RAPIDS/VO certifications before performance, where applicable.

Clearance / Security

• Favorable NACI required at performance start and maintained for the duration of performance.
• Must obtain/maintain required installation access and Government-issued identification/CAC as applicable.

Salary

TBD