Program Manager

Assistant Program ManagerMake an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities.The Assistant Program Manager (APM) supports overall execution of the INSCOM custodial contract in Fort Belvoir, VA. The APM has primary responsibility for oversight of quality control and assists with staffing coordination, training execution, schedule compliance, corrective actions, customer support, and day-to-day operational continuity across approximately 635,000 square feet in four buildings, including controlled-access and classified environments. The APM must obtain and maintain all required site access credentials and an active TS/SCI security clearance. The role operates within ServiceSource's standardized FY27 Custodial Operating Plan, including alignment to the QC SOP, Training SOP, hands-on competency validation model, and applicable ISSA/CMI, BSCAI, and CIMS-GB-informed operational practices.Primary DutiesReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.Manage day-to-day contract operations to ensure work is executed in accordance with the PWS, schedules, frequencies, quality standards, and customer requirements.Oversee quality control implementation, including inspections, deficiency tracking, corrective action follow-up, trend identification, and readiness of quality documentation and records.Coordinate supervisors and staff across shifts to maintain service continuity, coverage, and response capability for routine, periodic, and emergent work.Monitor training completion and on-the-job reinforcement for custodial methods, customer service, safety, equipment use, and security compliance.Support maintenance of building schedules, service logs, staffing rosters, supply status, and equipment readiness to sustain uninterrupted operations.Assist with transition/start-up readiness, onboarding coordination, security access planning, and implementation of customer-facing operational controls.Implement and reinforce the ServiceSource QC SOP, Training SOP, and standardized observation/checklist tools applicable to the contract and ensure role-appropriate use of CompuClean/CleanCheck documentation and trend data.Ensure employees receive hands-on task training using visual aids, equipment guides, and chemical charts, with supervisory observation, competency validation, and refresher training assigned based on deficiencies, audit findings, and operational changes.Additional ResponsibilitiesPromote full compliance with TS/SCI access requirements, site security protocols, badging rules, OPSEC, SCIF rules, and related government/customer requirements.Assist with performance reporting, quality data review, management updates, and preparation of documentation required for customer and internal reviews.Drive accountability for service quality, responsiveness, professionalism, and immediate correction of issues identified by management or the customer.Coordinate with HR, Security, and contract leadership as needed on staffing, onboarding, employee relations, accommodations, and return-to-work considerations.Support equipment, chemical, and supply accountability and ensure proper storage, safety controls, and operational readiness.Support zero-fail adoption expectations for the QC SOP and Training SOP and maintain audit-ready records demonstrating implementation, competency validation, and corrective action follow-through.Use available inspection, training, and productivity information to identify repeat deficiencies, reinforce standards, and support continuous improvement across the operation.Responsible for validating frontline and supervisory competency through observation and documentation and for assigning refresher training based on observed gaps, repeat deficiencies, new equipment/chemicals, or audit findings.Comply with corporate, operational, and site-specific custodial policies, procedures, and SOPs, including BBP, CleanCheck/CompuClean systems and standards, the QC Plan, QC SOP training, and applicable safety procedures.Perform other responsibilities as assigned.Qualifications: Education, Experience, and Certification(s)High school diploma or General Educational Development (GED) required. Bachelor's degree preferred.Minimum two (2) years of experience and training in similar custodial services within the past five (5) years; additional leadership experience preferred.Active TS/SCI security clearance required; Must successfully meet all applicable access, badging, SCIF, OPSEC, and NISPOM-related requirements.Minimum (3) years of experience with quality control, inspection programs, staff supervision, and customer-facing service delivery preferred.Minimum (3) years of experience supporting secure federal, military, or intelligence community environments is strongly preferred.Baseline certification requirements per the FY27 Custodial Operating Plan Educational Pathway for Management / Quality Control roles: ISSA/CMI Accredited Auditing Professional (AAP), ISSA/CMI Certified Workloading Specialist (CWS), and ISSA/CMI Certified Professional Trainer (CPT).Knowledge, Skills, and AbilitiesKnowledge of custodial operations management, inspection programs, staffing coordination, schedules/frequencies, and service quality standards.Strong analytical and organizational skills, including ability to monitor performance, prioritize actions, and maintain documentation.Strong written and verbal communication skills and ability to interact professionally with staff, management, and customer representatives.Ability to lead teams, reinforce accountability, solve problems objectively, and support continuous improvement.Knowledge of safety, security, and compliance requirements applicable to federal and classified work environments.Ability to work under pressure, manage multiple priorities, and maintain operational continuity during staffing or access constraints.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; use hands and arms; climb or balance; stoop and kneel. The employee is occasionally required to walk and sit. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.What We Offer – for Benefit Eligible Employees May Include:Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:Health coverage for you and your family through Medical, Dental, and Vision plans.Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.A generous paid time-off program in which the benefits increase based on your tenure with the company.We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person's race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.PAY TRANSPARENCY POLICY STATEMENT:The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information