Our client is an industry leader in military and family support. Their reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, they have approximately 1000+ employees supporting clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. They seek individuals with strong passion for what they do and a commitment to quality service.
The Program Director’s responsibilities include:
Provide day to day strategic and operational management of the contract which includes DoD and service policy compliance;
Work with the Government Program Manager in the execution of the programs to provide reporting, briefing, quality control, budget execution and other support as required for customer delight;
Develop and implement operational policies, procedures and guidelines for the effectiveness and efficiency of program operations;
Ensure operational performance, quality control, budget and other performance standards are exceeded.
Supervise professional and administrative staff working in a call center environment to deliver programs;
Ensure sufficient technical and operational call center resources are established to meet contract requirements.
Create and maintain efficiencies by developing positive call center work flows, using appropriate resources, evaluating by performance metrics and developing process improvement when necessary.
Ensure that contract staff receive required job-related training and facilitate the approval process for government-directed training in accordance with contract requirements.
Required Education and/or Experience Qualifications:
Masters degree in Education or Career Counseling, Human Resources, Social Services, Business/Program Management or related field with 5 years relevant experience.
Five years of related program management experience (such as career counseling, guidance counseling, employee assistance programs, work-life programs, or related industry) with budget and contract responsibilities in the federal government contracting environment.
At least five years’ experience in service operations (preferably call center environment or scheduling) with demonstrated supervisory experience of at least 25 employees.
Proven successful experience of leading large staffing Operations of 150+ employees.
Experience/knowledgeable/skills in the area of spouse employment, career counseling, employment industry, career placement, tuition assistance and related services.
Strong proven track record with excellent written and verbal communication skills.
Strong Attention to Detail and organization skills.
Ability to use Microsoft Office programs.
Ability to obtain and maintain a government background investigation including FBI fingerprints.
Based on the contract requirements, this position requires access to U.S. Government facilities and systems therefore requires U.S. Citizenship.
Reliable transportation to travel to assigned locations and nearby facilities.
Desired Qualifications:
Preference for certified professionals in career counseling industry (i.e. CDI, IAWP, ICCI, ICF, NBCC, NCDA, etc).
Preference for direct military lifestyle or populations knowledge or experience, such as from a Military Spouse, Veteran or Wounded Warrior.
Working Conditions:
Fast paced environment requiring attention to detail and ability to multi-task and re-prioritize.
Constantly shifting priorities due to client demands and user contacts (call volume, e-mail, fax, etc.).
Continuous improvement changes in programs, procedures and technology as needed.
Travel required as needed- special projects or training, <10% if in the Northern Virginia area. If outside of the area, this will be greater to visit with Home Office staff and Client.
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