Deputy Program Manager

Job Description

Description:

*This is a Hybrid Position*

LDRM is a joint venture between DTSV and Lockwood Hills Federal, an Akima company. For 17 years this powerful partnership has provided technical, operational, and administrative support services to federal agencies, including Department of State, the Patent and Trademark Office, and the United States Citizenship and Immigration Services.

For the Department of State, LDRM manages the Visa Support Services (VSS) program, which is currently operated out of our headquarters in Herndon, VA and two service centers: the National Visa Center (NVC) in Portsmouth, NH, and the Kentucky Consular Center (KCC) in Williamsburg, KY. VSS has over 1,100 employees and encompasses a wide range of consular pre-processing activities for non-immigrant visas (NIV), immigrant visas (IV), and diversity visas (DV) to support global visa operations. The capabilities and services on which the centers rely are aligned to four categories: national security, customer service, logistics and administrative support, and management.

The Deputy Program Manager for VSS is responsible for supporting the PM in all facets of program delivery including customer satisfaction, staffing, operational production, employee engagement, and union relations. Working closely with the PM, the Deputy PM is ultimately accountable for ensuring services provided under the contract are performed in accordance with contractual requirements; performance standards and AQLs; employee engagement, management, and growth; union relations; and overall operational performance and continuous improvement.

Anticipated tasks include, but are not limited to, the following:

Support the sites within the context of the contract and associated CBAs in relation to staffing and engagement, workload volumes, corrective action processes, and performance evaluations.

Manage and control contract cost, schedule, scope, and compliance, ensuring employees meet requirements of day-to-day work assignments.

Effectively convey information up, down, and across to ensure cohesive program communications structure

Proactively identify areas of development while capitalizing on opportunities, and mitigating risk

Manage project plans including design of in-depth management reporting and staffing development for client-facing meetings

Develop quality, training, and operational excellence reporting structure that aligns sites with program performance standards and AQLs, providing Operations outputs for employee performance management

Maintain daily contact with onsite leadership and where appropriate Government POCs to formulate a close working relationship, ensuring lines of supervisory responsibility are clearly understood.

Ensure each site has the resources necessary to meet contractual requirements and performance standards.

Coordinate activities between the sites to implement or improve interoperability.

Work with the sites to:

-Coordinate staffing levels, comparing forecasts and actuals, and focus to meet performance standards and support surge activities

-Effectively manage collective bargaining agreement activities including negotiations, communications, and issue resolution

-Provide regular feedback on contract performance to the Company and Government documenting results, communicating

challenges, and overall providing actionable data on a timely basis.

Ensure that all personnel involved in providing or supporting services under the contract meet requirements established by the Government and/or Company, including security clearance requirements.

Implement appropriate controls to prevent and detect cases of employee fraud or malfeasance and notification of appropriate security personnel to determine required actions.Requirements:

Minimum Qualifications:

Bachelor’s Degree or higher in relevant field

Ten (10) years of management experience in similar operations. Experience may be considered in lieu of a degree depending on the scale, scope, and relevancy of the work.

Minimum five (5) years in a management role on a large-scale operation of size, scope, and complexity similar to VSS operations

US Citizen with a current or the ability to obtain and maintain a TOP SECRET security clearance

Experience with all facets of CBA-based operations, staffing, and employee management

Excellent oral and written communication skills

Excellent time management, decision making, presentation, human relations, and organization skills

Requires the analytical skills necessary to understand and effectively manage large scale operations with varying volume and unanticipated surge requirements

Preferred Qualifications:

Experience managing a large U.S. Government contract or program

Advanced Degree

Experience with Department of State or USCIS

DTSV is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, national orientation, disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Full-time

Hybrid remote