Program Manager

Overview Contribute to turning complex immigration policy into clear guidance that helps millions navigate the U.S. immigration system—where clarity meets public service. If you can make the complex clear, your work will empower others and shape how critical systems are understood and used at the intersection of policy, technology, and people at USCIS! Join our team as a Site Lead and support USCIS as the on-site manager responsible for overseeing contract operations, staff, and performance. You will oversee daily site operations, manage team members, ensure compliance with USCIS requirements, maintain quality and performance standards, and serve as the primary liaison between FWI and USCIS leadership. FWI is expanding rapidly and has been recognized as a 2024 Top Workplace by the Washington Post, offering excellent growth opportunities in a collaborative environment. Work Schedule and Location: On-Site: This full-time position will require the employee to work 8 hours onsite at Camp Springs, MD. Monday - Friday, with a choosing of hours that cover the core hours of 7:00 am EST and 3:00 pm EST. Responsibilities 1. Operational Oversight Manage day-to-day site operations to ensure services are delivered smoothly Ensure all tasks meet USCIS requirements, timelines, and quality standards Monitor workflows, productivity, and service levels 2. Staff Management & Leadership Supervise team members (e.g., case processors, clerks, analysts) Handle scheduling, timekeeping, and workload distribution Conduct performance evaluations and provide coaching Address personnel issues and maintain team morale 3. Client (Government) Coordination Serve as the primary point of contact between the contractor and USCIS leadership Attend meetings with USCIS officials and provide updates Communicate issues, risks, and operational changes quickly and clearly 4. Compliance & Quality Assurance Ensure adherence to: USCIS policies and procedures Federal regulations (e.g., privacy, security, records handling) Oversee quality control processes and audits Implement corrective actions when performance gaps arise 5. Reporting & Documentation Prepare and submit regular reports (daily, weekly, monthly) Track KPIs such as processing times, error rates, and backlog Maintain accurate operational records for audits or reviews 6. Training & Onboarding Ensure new staff are properly trained on USCIS systems and procedures Coordinate ongoing training or updates when policies change Promote continuous improvement and knowledge sharing 7. Security & Confidentiality Enforce strict handling of sensitive personal and customer data Ensure compliance with background check and clearance requirements Maintain a secure work environment aligned with federal standards 8. Problem Solving & Escalation Identify operational bottlenecks or risks Resolve issues at the site level or escalate appropriately Support contingency planning and surge operations Qualifications Minimum/General Experience: Minimum eight (8) years of overall day-to-day management experience of contracts performing daily operations and administrative support leading staffing requirements that includes project planning and staff direction. The Team Lead shall demonstrate an understanding of organizational and management skills, time management, leadership, Microsoft Office skills, problem‑solving skills, verbal and written communication and decision‑making ability. Minimum Education/Credentials: Bachelor’s Degree in one (1) of the following disciplines: Accounting, Finance, Project Management, Business Administration, Business Management, Marketing, International Business, Business Communications, Human Resources Management, Entrepreneurship, Economics or other business related fields. USCIS will allow a Project Management Professional (PMP) certified by the Project Management Institute (PMI) in lieu of the educational requirements. The web site is FWI is an Equal Opportunity Employer, including disability/vets. Why Join Our Team At FWI, we place the highest importance on creating an exceptional employee experience. You'll have opportunities to achieve your career aspirations through internal promotions, professional development and other recognition and rewards programs. Join our team and take advantage of the many benefits we offer, including: Health Insurance Dental Insurance Vision Insurance Long‑term and Short‑term Disability Insurance Life Insurance 401(k) Plan Holiday Pay Paid Time Off Pay Range $75,000 - $80,000 #J-18808-Ljbffr