Regional Manager

Job Description

Job Description

Regional Manager (RM)

Position Summary

The Regional Manager (RM) provides operational oversight, quality assurance, personnel management, and contract compliance support for assigned DEERS/RAPIDS locations. The RM serves as the primary liaison between site personnel and the Program Manager (PM), ensuring consistent execution of contract requirements, Government policies, performance standards, and customer service expectations across the assigned region.

The Regional Manager monitors site operations, supports staffing and training initiatives, conducts performance reviews, and assists in resolving operational issues to ensure uninterrupted mission support.

Essential Duties and Responsibilities

• Provide oversight and management of assigned DEERS/RAPIDS sites.
• Monitor contract performance and compliance with Performance Work Statement (PWS) requirements.
• Conduct Government-authorized site visits and assessments.
• Review RAPIDS performance metrics, customer wait times, appointment availability, and transaction accuracy.
• Ensure compliance with all applicable regulations, policies, and procedures.
• Support implementation of the Quality Control Plan (QCP).
• Identify performance trends and recommend corrective actions.
• Assist with recruiting, onboarding, and retention of personnel.
• Mentor Site Leads, Site Security Managers (SSMs), and Verifying Officials (VOs).
• Coordinate staffing actions to address vacancies and surge requirements.
• Investigate operational issues and customer complaints.
• Verify completion of required training and certifications.
• Prepare regional status reports and performance summaries.
• Participate in Government meetings, teleconferences, and program reviews.
• Support continuity of operations planning and execution.

Minimum Qualifications

• Bachelor's degree or equivalent experience.
• Minimum five (5) years of supervisory or management experience.
• Experience managing geographically dispersed personnel.
• Strong leadership, communication, and organizational skills.
• Proficiency with Microsoft Office applications.

Desired Qualifications

• Prior DEERS/RAPIDS experience.
• Experience as a Site Security Manager (SSM) or Verifying Official (VO).
• Military personnel administration experience.
• Leadership or management training.
• Prior Department of Defense contract support experience.

Security Requirements

• Must possess a Secret clearance or be able to obtain and maintain a Secret clearance. 
• Must be able to obtain and maintain all required Government credentials, system access, and installation access. 
• Must comply with all security, privacy, cybersecurity, OPSEC, CUI, and Government access requirements.

Travel Requirements

Travel for management oversight will be limited to Government-authorized Program Manager and Regional Manager site visits. Virtual coordination, RPMS monitoring, telephone/email communication, and routine reporting will be utilized whenever practical to maximize efficiency and minimize travel costs.

Key Performance Expectations

• Maintain contract performance standards across assigned locations.
• Ensure timely resolution of operational issues.
• Support required staffing levels and workforce readiness.
• Achieve customer service, quality, and accuracy objectives.
• Ensure compliance with all training, security, and quality control requirements.