Deputy Program Support Manager

Location: Washington, DC

Clearance/Screening Requirements: Candidates must be U.S. Citizens, possess or be able to obtain the required SECRET security clearance.

Position Summary:

PBG’s McLean, VA office is seeking a senior operations and workforce-management professional to serve as Deputy Program Support Manager. This role will support the Contract Program Support Manager in directing day-to-day performance, staffing continuity, quality, reporting, security, and issue resolution across a large on-site workforce. The Deputy Program Support Manager must be prepared to maintain management continuity, coordinate multiple operational teams, and convert performance data and customer priorities into timely actions.

Key Responsibilities:

The Deputy Program Support Manager shall be responsible for the following:

• Act for the Contract Program Support Manager when delegated or during absences and maintain continuity of management authority.
• Coordinate daily operations across teams, offices, workstreams, and labor categories.
• Track staffing levels, vacancies, attendance, schedules, overtime requests, training, onboarding, and employee performance.
• Lead operational meetings, action-item tracking, issue escalation, corrective actions, and follow-through.
• Monitor productivity, accuracy, timeliness, backlog, customer service, and quality metrics and recommend improvements.
• Support preparation of management plans, monthly reports, briefings, staffing forecasts, risk registers, and contract deliverables.
• Coordinate with Team Leaders to balance workload, maintain coverage, and address performance or conduct concerns.
• Enforce Privacy Act, PII, internal control, standards-of-conduct, physical-security, and information-security requirements.
• Support recruiting, retention, succession planning, cross-training, knowledge transfer, and replacement readiness.
• Assist with transition, surge, additional operational support, and authorized overtime planning.

Minimum Qualifications:

• Bachelor’s degree.
• Six (6) years of progressive management experience in a high-volume production or office environment.
• Three (3) years managing a team comparable in size and scope to the Headquarters personnel assigned.
• Three (3) years of managing a seasonal or temporary workforce.
• Three (3) years of experience using Microsoft Word, PowerPoint, Excel, and Outlook.
• Ability to prepare management, business, technical, and personnel reports, reviews, and documents for internal and external use.
• Knowledge and expertise in personnel management, with excellent oral and written communication skills.
• Advanced proficiency in Microsoft Office applications.
• Ability to prioritize workload for large teams and demonstrate excellent organizational skills.
• Ability to interpret and apply regulatory material.
• Ability to perform the duties of any Records Support Associate.
• Must be bondable if performing cashier closeout functions.
• Ability to work on-site in Washington, DC and sustain long-term availability.
• Ability to lift and transport up to 45 pounds.
• Proposal-ready resume with complete month/year dates that clearly substantiates every mandatory qualification.

Highly Valued Qualifications:

• Prior experience supporting the Department of State, identity services, records operations, fraud support, or high-volume citizen-service programs.
• PMP, Lean Six Sigma, quality, workforce management, or related certification.
• Advanced degree in management, public administration, business, or related discipline.
• Experience managing Service Contract Act-covered or multi-site federal workforces and rapid staffing fluctuations.