Program Manager

Program Manager (

Location:

Kearneysville, West Virginia (Hybrid))

The Contractor shall provide a Program Manager who shall be designated as Key Personnel and shall be responsible for all work performed under this contract. The PM shall ensure Contractor employees are aware of, understand, and abide by USCG established rules, regulations, and safety practices, and shall have full authority to act on behalf of their company on matters pertaining to the performance of services under this contract.

The PM shall be the primary point of contact for the KO/COR. The name of this individual and the name of any alternate who shall act for the Contractor when the PM is absent, shall be provided in writing to the KO and the COR. The Program Manager position shall be overall responsible for all work performed under this contract.

The PM will serve as the senior on-site liaison between the Coast Guard and the Contractor. The PM will be responsible for ensuring the other contractor positions are meeting Coast Guard targets and objectives and be responsible for carrying out all locally required human resource actions. The PM will be responsible for the overall performance, operations and long-term direction of the product support functions.

The PM will be required to provide periodic briefings to Coast Guard management and must promptly alert Coast Guard management to any performance issues or problems needing Government intervention.

• The PM shall have a Bachelors’ Degree (Business, IT or similar) or higher.
• A minimum 15 years of call center management experience may be substituted in lieu of a degree.
• The PM shall demonstrate 10 years supervisory, leadership and management experience and direct hands-on computer experience in a Tier 3 application help desk support environment.
• Also, the PM shall have a background in Information Technology/Service Management frameworks and methodologies (ITIL, CMM, ISO, HDI and AGILE).