Head of Programme Management

Program Manager (PM)

Position Title: Program Manager (PM)

Location: US Army Reserve Command (USARC) Headquarters, Marshall Hall, Fort Bragg, NC

Clearance Requirement: Active Tier III Secret Clearance

Employment Type: Full-Time Key Personnel

Position Summary

The Program Manager (PM) serves as the primary contractor representative and principal point of contact for the Government, responsible for overall contract performance supporting the US Army Reserve Command (USARC) Identification Card Office (ICO) program. The PM provides leadership, oversight, quality assurance, personnel management, operational planning, reporting, and compliance management for DEERS/RAPIDS operations across 33 Identification Card Offices (ICOs) nationwide. The PM ensures uninterrupted mission‑essential support services and compliance with all applicable Department of Defense (DoD), Army, and contract requirements.

Essential Duties and Responsibilities

Contract Management & Oversight

Direct and manage all contract operations supporting USARC DEERS/RAPIDS services.

Serve as the Contractor’s primary interface with the Contracting Officer (KO), Contracting Officer’s Representative (COR), and Government stakeholders.

Ensure compliance with all Performance Work Statement (PWS) requirements, Quality Control Plans (QCP), and mission‑essential service requirements.

Manage contract staffing, workforce continuity, and operational readiness across all supported locations.

Develop and implement contingency plans to sustain mission‑essential services during emergencies and crisis events.

Personnel Leadership

Supervise Regional Managers, Site Security Managers (SSMs), Verifying Officials (VOs), and System Operators.

Ensure personnel meet qualification, certification, security clearance, and training requirements.

Coordinate onboarding, employee replacements, performance management, and workforce development.

Ensure all personnel complete required RAPIDS, OPSEC, TARP, AT Level I, iWATCH, and SHARP training.

Quality Assurance & Compliance

Develop and maintain the contract Quality Control Plan (QCP).

Monitor operational performance, customer service metrics, and compliance with DoD identification card issuance policies.

Conduct quality reviews and support corrective action initiatives.

Ensure compliance with DEERS/RAPIDS operating procedures, security policies, and applicable Army regulations.

Reporting & Communications

Prepare and submit weekly customer complaint reports and monthly activity reports.

Brief Government leadership on contract performance, staffing status, metrics, trends, and operational issues.

Support data calls, management briefings, information papers, and performance analyses.

Maintain communication with Government stakeholders regarding program performance and corrective actions.

Process Improvement

Recommend policy enhancements and process improvements related to CAC and military ID card issuance operations.

Participate in functional workgroups and advisory boards supporting CAC and DEERS/RAPIDS operations.

Support implementation planning for new technologies, policies, and identification management initiatives.

Site Oversight

Conduct or direct virtual and in‑person site visits to evaluate performance and compliance.

Ensure all supported sites maintain operational readiness and regulatory compliance.

Review audit trails and quality metrics to identify potential fraud, waste, abuse, or operational deficiencies.

Minimum Qualifications

Bachelor’s Degree in Business Management or related field; OR

Five (5) years of relevant Program Management experience.

Minimum three (3) years of operational experience processing identification issuance requests and issuing identification badges for building and system access.

Demonstrated knowledge of DoD ID card issuance policies, DEERS, RAPIDS, CAC issuance, and eligibility verification procedures.

Experience training personnel on DEERS/RAPIDS systems or comparable DoD information systems.

Active Tier III Secret Clearance.

Strong leadership, communication, analytical, and organizational skills.

Proficiency with Microsoft Office applications and Government reporting systems.

Preferred Qualifications

Prior military personnel services or identification card office experience.

Experience managing geographically dispersed workforces.

Experience supporting federal government service contracts.

Familiarity with Army Reserve personnel systems and processes.

Benefits

Medical/Dental/Vision Benefits Offered

401k

Life Insurance plans

Employee Health and Wellness program

Crossroads Talent Solutions, LLC is a Veteran friendly employer and provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Equal Opportunity Employer/Veteran/Disabled

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