Program Manager

Founded in 2014, Crossroads Talent Solutions, LLC is a veteran-led SBA 8(a) and Service-Disabled Veteran-Owned Small Business headquartered in Maryland, delivering trusted program management, administrative, and mission support services to federal agencies nationwide. For more than a decade, we have supported critical operations for partners including the U.S. Army, U.S. Air Force, U.S. Navy, U.S. Marine Corps, National Guard, Defense Health Agency (DHA), National Oceanic and Atmospheric Administration (NOAA), Small Business Administration (SBA), U.S. Citizenship and Immigration Services (USCIS), U.S. Attorney’s Office (USAO), and the U.S. Department of Agriculture (USDA). Known for our integrity, transparency, and commitment to excellence, Crossroads has built a solid reputation as a reliable federal partner dedicated to delivering measurable performance and taking care of the people who make each mission possible.

**Contingent Upon Award**

Program Manager (PM)

Location: Fort Bragg, NC
Employment Type: Full-Time
Reports To: Corporate Leadership / Contract Executive

Position Summary

The Program Manager (PM) serves as the senior on-site representative responsible for the overall management, administration, quality assurance, staffing, and successful execution of the DEERS/RAPIDS Common Access Card (CAC) and Uniformed Services Identification (USID) Card support services contract at Fort Bragg. The PM provides leadership and oversight for all contract personnel, ensuring compliance with Department of Defense (DoD), Department of the Army, Defense Manpower Data Center (DMDC), and contract requirements.

The PM acts as the primary liaison between the Contractor, Contracting Officer (KO), Contracting Officer Representative (COR), Alternate COR (ACOR), and Government stakeholders. The PM is responsible for maintaining operational continuity, quality control, contract compliance, personnel performance, reporting, and customer service excellence in support of approximately 79,000 customers annually.

Essential Duties and Responsibilities

Contract Management

• Serve as the primary point of contact for all contract-related matters.
• Provide overall management and supervision of contract personnel.
• Ensure all contract requirements, performance standards, and deliverables are met.
• Maintain full authority to act on behalf of the Contractor regarding daily operations.
• Coordinate with Government representatives regarding operational issues, staffing, and performance concerns.
• Attend post-award conferences, periodic progress meetings, and Government-directed meetings.

Personnel Management

• Recruit, hire, train, supervise, and evaluate contract personnel.
• Ensure staffing levels meet contractual requirements:
  • 14 RAPIDS Workstation Operators
  • 2 Customer Service Representatives
  • 2 Appointment Line Operators
  • 2 Site Security Managers (SSMs)
• Ensure vacancies exceeding eight operational hours are filled with qualified personnel.
• Manage employee scheduling, leave, and workforce continuity.
• Maintain employee rosters and submit updates as required.

Quality Assurance & Compliance

• Develop, implement, and maintain the Quality Control Plan (QCP).
• Monitor compliance with all contract performance requirements and quality standards.
• Conduct internal audits and inspections.
• Respond to Corrective Action Requests (CARs) and Non-Conformance Reports (NCRs).
• Ensure compliance with:
  • DoD policies
  • Army regulations
  • DEERS/RAPIDS procedures
  • Physical security requirements
  • OPSEC requirements
  • Privacy Act requirements
  • Cybersecurity requirements

Operational Oversight

• Oversee all CAC, USID, DEERS, appointment scheduling, and customer service operations.
• Ensure timely processing of:
  • CAC issuance
  • CAC PIN resets
  • USID card issuance
  • DEERS enrollment and updates
• Monitor customer service metrics and waiting times.
• Ensure uninterrupted mission-essential services during normal and emergency operations.

Reporting & Deliverables

• Prepare and submit Monthly Status Reports (MSRs).
• Monitor workload data and performance metrics.
• Maintain records related to quality control, security, training, staffing, and operational performance.
• Ensure all required reports are submitted accurately and on time.

Security & Risk Management

• Ensure contractor personnel maintain required background investigations.
• Oversee implementation of physical security procedures.
• Ensure completion of required security training:
  • Anti-Terrorism (AT)
  • OPSEC
  • Cyber Awareness
  • TARP
  • iWATCH
• Manage contingency planning and mission-essential services planning.

Required Qualifications

Education

• Bachelor's degree in Business Administration, Public Administration, Management, Information Systems, or related field preferred.
• Equivalent military or government management experience may be substituted.

Experience

• Minimum 5 years of progressively responsible management experience.
• Minimum 3 years managing government contracts or service delivery operations.
• Experience supervising multi-functional teams.
• Experience working within DoD, Army, DEERS, RAPIDS, personnel services, or identity credentialing environments preferred.

Knowledge, Skills, and Abilities

• Strong leadership and personnel management skills.
• Excellent communication and customer service abilities.
• Knowledge of Federal contracting practices and performance-based service contracts.
• Ability to analyze operational metrics and implement corrective actions.
• Proficiency in Microsoft Office Suite.
• Ability to understand, speak, read, and write English fluently.
• Ability to maintain confidentiality and safeguard Personally Identifiable Information (PII).

Security Requirements

• Favorable National Agency Check with Inquiries (NACI).
• Ability to obtain and maintain a Common Access Card (CAC).
• Ability to access military installations.

Preferred Qualifications

• Project Management Professional (PMP) certification.
• Military personnel administration experience.
• DEERS/RAPIDS operational experience.
• Prior experience managing ID card or credentialing operations.

Benefits

• Medical/Dental/Vision Benefits Offered
• 401k
• Life Insurance plans
• Employee Health and Wellness program

Veterans are encouraged to apply.

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