Program Manager

PROGRAM MANAGER

ON-SITE | FULL-TIME | BETHESDA, MD

The Data Entry Company (TDEC), a nationally recognized Business Processing Outsourcing (BPO) Organization, seeks a Program Manager located in Bethesda, MD.

Candidate must be able to work onsite daily in our mailroom office.

Summary:

The Program Manager will oversee daily contract operations and lead the team in direct support of the federal customer, with responsibility for the technical and administrative performance of all required services. This includes oversight of personnel, administrative duties, equipment, and general contract functions, ensuring that project-based programs meet established schedules, specifications, and budgets.
The Program Manager will serve as the single point of contact for all Government customer communications, work assignments, and technical direction, coordinating with TDEC direct and indirect reports, prime contractor management, and federal management to ensure successful service delivery.

Experience Needed:

• 3-5 years management experience

• 3-5 years experience with litigation support

Duties & Responsibilities:

• Provide on-site supervision and leadership to employees performing:

• Data entry

• Scanning and document digitization

• Electronic record filing

• Timekeeping

• One-off client requests

• Daily, weekly, and monthly performance reporting

• Other specific tasks as directed by the Site Manager

• Apply Program Manager-level qualifications and hands-on experience to oversee scanning and document digitization operations.

• Represent TDEC on technical and administrative work matters as described in the contract.

• Provide clear, concise, and timely responses to customer and business partner inquiries.

• Ensure consistent and timely management of services and achievement of daily production and quality goals.

• Accept, track, and manage all call orders, establish task priorities, allocate resources, and monitor progress.

• Recommend process changes to improve efficiency.

• Compile reports and effectively communicate results to internal and external management.

• Manage recruiting and hiring activities, including applicant screening, security clearance requirements, interviewing, reference checking, background checks, and onboarding.

• Maintain in-house skills, teaming, and/or subcontract arrangements to ensure staff with the required experience, skills, and knowledge are available on short notice.

• Ensure staff cross-training to build bench strength.

• Meet with staff to provide clear, concise feedback and timelines for meeting expectations.

• Support new employees through frequent review of daily output and coaching on best practices.

• Issue Performance Improvement Plans (PIPs) and corrective actions as necessary.

• Monitor staff timesheets and ensure accuracy.

• Schedule and manage vacation, sick time, unplanned absences, and overtime to maintain efficient operations and meet contract requirements.

• Enforce TDEC policies and procedures according to established handbook guidelines.

• Assemble billing data and supporting materials, including time and materials information needed to respond to Government billing rejection letters.

• Generate, distribute, and track invoices; prepare invoice reports; respond to invoice-status inquiries; and track which deliverables and/or units have or have not been invoiced.

• Track and report on Government-furnished materials.

• Implement and maintain quality assurance and quality control systems.

• Monitor service problems and keep the Contracting Officer’s Representatives (CORs) and Administrative Contracting Officer informed of project status and problem resolution.

• Ensure all personnel comply with security and confidentiality requirements.

• Ensure required deliverables are supplied.

• Attend monthly meetings with Government CORs at the Government’s facility to review issues or concerns and provide meeting minutes within two business days.

• Submit biweekly status reports to Government CORs summarizing tasks performed and records-processing metrics.

BENEFITS:

• Competitive wages and comprehensive fringe benefits

• Health and Welfare package, including medical insurance

• Dental, vision, and life insurance coverage

• Paid Time Off (PTO) and holiday pay

• Direct deposit and Wisely Pay options

• Generous 401(k) retirement plan

• LegalShield and Identity Theft protection options

Equal Opportunity Employer/Veteran/Disabled