{"schemaVersion":"jobsearcher.job.v1","id":"27d2d8c16b3552ba933e8ae4","url":"https://jobsearcher.com/jobs/27d2d8c16b3552ba933e8ae4","canonicalUrl":"https://jobsearcher.com/jobs/27d2d8c16b3552ba933e8ae4","title":"Program Manager","description":"Brief Overview of Position:\n\nStrategic Operational Solutions (STOPSO) is seeking candidates for the Program Manager role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility.\n\nSTOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.\n\nPrimary Responsibilities:\n\nThe Program Manager is responsible for the overall leadership, management, administration, staffing, quality, financial execution, and successful performance of the USPTO Service Desk, Advanced Problem Resolution (APR), and USPTO Contact Center (UCC) contract. The Program Manager provides strategic oversight of all contract activities and ensures compliance with contractual requirements, service level agreements (SLAs), security requirements, transition activities, staffing commitments, quality management processes, continuity of operations planning, and customer satisfaction objectives. The Program Manager serves as the principal point of contact with USPTO leadership, including the Contracting Officer (CO), Contracting Officer's Representative (COR), Service Desk Operations Division (SDOD) leadership, Product Owners, and other Government stakeholders.\n\nAdditionally, in this position you will provide:\n\nContract ManagementLeadership\n\nDirect and manage all contract operations across SD, APR, UCC, Executive Support, ERF, and Knowledge Management functions.\nServe as the Contractor's authorized representative with authority to commit corporate resources and make binding operational decisions.\nProvide executive leadership to all team leads, supervisors, managers, and support personnel.\nEnsure all contract requirements, performance objectives, and deliverables are achieved.\nLead contract kick-off activities, transition execution, and operational governance meetings.\nMaintain effective communication with USPTO stakeholders and senior leadership.\n\nProgram Oversight\n\nManage staffing, recruitment, retention, workforce planning, and succession planning activities.\nEnsure all key personnel and staffing requirements are filled within PWS-directed timelines.\nMonitor operational performance across all functional areas.\nEvaluate staffing forecasts and workload trends to ensure SLA achievement.\nApprove and oversee surge support actions during major incidents, deployments, or operational events.\nCoordinate contractor operations across both primary and alternate COOP locations.\n\nCustomer ExperienceSLA Management\n\nEnsure achievement of all contractual Service Level Agreements.\nAnalyze operational metrics, customer satisfaction data, quality reviews, and trend reports.\nImplement corrective actions when service levels fall below performance standards.\nLead continuous service improvement initiatives.\nChampion customer-centric service delivery and operational excellence.\nReview customer complaints, escalations, major incidents, and recurring operational issues.\n\nFinancialBusiness Management\n\nManage contract funding utilization and labor resource allocation.\nMonitor staffing, labor forecasts, and operational expenditures.\nSupport purchase planning and resource requirements.\nReview subcontractor performance and contractual compliance.\nProvide program status reporting to company leadership and USPTO stakeholders.\n\nQuality Management\n\nOversee implementation of the Quality Control Plan (QCP).\nEnsure quality assurance reviews, ticket audits, call evaluations, and process assessments are performed.\nEstablish performance improvement initiatives based upon trend analysis findings.\nEnsure compliance with SOPs, knowledge management procedures, and service management best practices.\nPromote continuous improvement throughout the program lifecycle.\n\nSecurityCompliance\n\nEnsure compliance with USPTO cybersecurity requirements, ATO requirements, security policies, and federal regulations.\nSupport continuity of operations, disaster recovery, and risk management activities.\nOversee implementation of security awareness, privacy, and compliance requirements.\nEnsure contractor facilities maintain required operational and security standards.\nCoordinate responses to audits, inspections, and compliance reviews.\n\nReportingGovernance\n\nReview and approve Monthly Status Reports, Quarterly Status Reports, Yearly Status Reports, Quality Reports, Trend Analysis Reports, and other contract deliverables.\nConduct Program Management Reviews (PMRs).\nParticipate in stakeholder meetings and executive briefings.\nProvide strategic recommendations for operational enhancements and emerging technology adoption.\nEnsure timely and accurate reporting to Government stakeholders.\n\nInnovationEmerging Technology\n\nPartner with USPTO leadership to identify operational improvements.\nPromote adoption of AI-enabled capabilities including virtual agents, service request summarization, knowledge management automation, and workflow optimization technologies.\nDrive innovation initiatives that improve efficiency, customer experience, resiliency, and service quality.\n\nQualifications:\n\nEducation\n\nBachelor's Degree in Computer Science, Information Systems, Information Technology, Engineering, Business Administration, Management, or a related discipline. Additional years of relevant experience may be substituted for education on a year-for-year basis consistent with PWS guidance.\n\nExperience\n\nMinimum fifteen (15) years of progressively responsible experience managing large-scale IT operations, service desk, help desk, contact center, or end-user support environments.\nMinimum ten (10) years leading large teams supporting enterprise IT operations.\nExperience managing multi-functional organizations supporting Service Desk, Contact Center, Account Management, and Technical Support operations.\nDemonstrated experience managing federal government or similarly regulated environments.\nProven success leading geographically distributed operations and hybrid workforce environments.\nExperience managing operational performance through SLA-driven service delivery models.\n\nCertifications\n\nRequired:\n\nITIL Certification or equivalent IT Service Management experience.\n\nPreferred:\n\nPMP (Project Management Professional)\nHDI Support Center Director\nHDI Support Center Manager\nLean Six Sigma Green Belt or higher\nCertified Scrum Master (CSM)\nExpert knowledge of ITIL-based service management principles.\nStrong understanding of ServiceNow, Salesforce, and enterprise service management platforms.\nExperience supporting large-scale federal agencies and mission-critical environments.\nDemonstrated expertise in workforce management, operational metrics, and service delivery optimization.\nStrong executive communication, briefing, and stakeholder management skills.\nExperience managing continuity of operations (COOP) and disaster recovery programs.\nKnowledge of cybersecurity, NIST, FISMA, and federal IT compliance frameworks.\nAbility to manage large, geographically dispersed teams while maintaining exceptional customer satisfaction.\n\nDesired Knowledge, Skills, and Abilities\n\nExpert knowledge of ITIL-based service management principles.\nStrong understanding of ServiceNow, Salesforce, and enterprise service management platforms.\nExperience supporting large-scale federal agencies and mission-critical environments.\nDemonstrated expertise in workforce management, operational metrics, and service delivery optimization.\nStrong executive communication, briefing, and stakeholder management skills.\nExperience managing continuity of operations (COOP) and disaster recovery programs.\nKnowledge of cybersecurity, NIST, FISMA, and federal IT compliance frameworks.\nAbility to manage large, geographically dispersed teams while maintaining exceptional customer satisfaction.","company":"Strategicoperationalsolutions","rawCompany":"strategicoperationalsolutions","city":"Ashburn","state":"VA","isRemote":false,"isActive":false,"createdAt":"2026-08-25T13:13:47.319Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"11-9151.00","title":"Social and Community Service Managers","slug":"social-and-community-service-managers"}],"industries":[{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"561499","title":"All Other Business Support Services","slug":"all-other-business-support-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Manager","description":"Brief Overview of Position:\n\nStrategic Operational Solutions (STOPSO) is seeking candidates for the Program Manager role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility.\n\nSTOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.\n\nPrimary Responsibilities:\n\nThe Program Manager is responsible for the overall leadership, management, administration, staffing, quality, financial execution, and successful performance of the USPTO Service Desk, Advanced Problem Resolution (APR), and USPTO Contact Center (UCC) contract. The Program Manager provides strategic oversight of all contract activities and ensures compliance with contractual requirements, service level agreements (SLAs), security requirements, transition activities, staffing commitments, quality management processes, continuity of operations planning, and customer satisfaction objectives. The Program Manager serves as the principal point of contact with USPTO leadership, including the Contracting Officer (CO), Contracting Officer's Representative (COR), Service Desk Operations Division (SDOD) leadership, Product Owners, and other Government stakeholders.\n\nAdditionally, in this position you will provide:\n\nContract ManagementLeadership\n\nDirect and manage all contract operations across SD, APR, UCC, Executive Support, ERF, and Knowledge Management functions.\nServe as the Contractor's authorized representative with authority to commit corporate resources and make binding operational decisions.\nProvide executive leadership to all team leads, supervisors, managers, and support personnel.\nEnsure all contract requirements, performance objectives, and deliverables are achieved.\nLead contract kick-off activities, transition execution, and operational governance meetings.\nMaintain effective communication with USPTO stakeholders and senior leadership.\n\nProgram Oversight\n\nManage staffing, recruitment, retention, workforce planning, and succession planning activities.\nEnsure all key personnel and staffing requirements are filled within PWS-directed timelines.\nMonitor operational performance across all functional areas.\nEvaluate staffing forecasts and workload trends to ensure SLA achievement.\nApprove and oversee surge support actions during major incidents, deployments, or operational events.\nCoordinate contractor operations across both primary and alternate COOP locations.\n\nCustomer ExperienceSLA Management\n\nEnsure achievement of all contractual Service Level Agreements.\nAnalyze operational metrics, customer satisfaction data, quality reviews, and trend reports.\nImplement corrective actions when service levels fall below performance standards.\nLead continuous service improvement initiatives.\nChampion customer-centric service delivery and operational excellence.\nReview customer complaints, escalations, major incidents, and recurring operational issues.\n\nFinancialBusiness Management\n\nManage contract funding utilization and labor resource allocation.\nMonitor staffing, labor forecasts, and operational expenditures.\nSupport purchase planning and resource requirements.\nReview subcontractor performance and contractual compliance.\nProvide program status reporting to company leadership and USPTO stakeholders.\n\nQuality Management\n\nOversee implementation of the Quality Control Plan (QCP).\nEnsure quality assurance reviews, ticket audits, call evaluations, and process assessments are performed.\nEstablish performance improvement initiatives based upon trend analysis findings.\nEnsure compliance with SOPs, knowledge management procedures, and service management best practices.\nPromote continuous improvement throughout the program lifecycle.\n\nSecurityCompliance\n\nEnsure compliance with USPTO cybersecurity requirements, ATO requirements, security policies, and federal regulations.\nSupport continuity of operations, disaster recovery, and risk management activities.\nOversee implementation of security awareness, privacy, and compliance requirements.\nEnsure contractor facilities maintain required operational and security standards.\nCoordinate responses to audits, inspections, and compliance reviews.\n\nReportingGovernance\n\nReview and approve Monthly Status Reports, Quarterly Status Reports, Yearly Status Reports, Quality Reports, Trend Analysis Reports, and other contract deliverables.\nConduct Program Management Reviews (PMRs).\nParticipate in stakeholder meetings and executive briefings.\nProvide strategic recommendations for operational enhancements and emerging technology adoption.\nEnsure timely and accurate reporting to Government stakeholders.\n\nInnovationEmerging Technology\n\nPartner with USPTO leadership to identify operational improvements.\nPromote adoption of AI-enabled capabilities including virtual agents, service request summarization, knowledge management automation, and workflow optimization technologies.\nDrive innovation initiatives that improve efficiency, customer experience, resiliency, and service quality.\n\nQualifications:\n\nEducation\n\nBachelor's Degree in Computer Science, Information Systems, Information Technology, Engineering, Business Administration, Management, or a related discipline. Additional years of relevant experience may be substituted for education on a year-for-year basis consistent with PWS guidance.\n\nExperience\n\nMinimum fifteen (15) years of progressively responsible experience managing large-scale IT operations, service desk, help desk, contact center, or end-user support environments.\nMinimum ten (10) years leading large teams supporting enterprise IT operations.\nExperience managing multi-functional organizations supporting Service Desk, Contact Center, Account Management, and Technical Support operations.\nDemonstrated experience managing federal government or similarly regulated environments.\nProven success leading geographically distributed operations and hybrid workforce environments.\nExperience managing operational performance through SLA-driven service delivery models.\n\nCertifications\n\nRequired:\n\nITIL Certification or equivalent IT Service Management experience.\n\nPreferred:\n\nPMP (Project Management Professional)\nHDI Support Center Director\nHDI Support Center Manager\nLean Six Sigma Green Belt or higher\nCertified Scrum Master (CSM)\nExpert knowledge of ITIL-based service management principles.\nStrong understanding of ServiceNow, Salesforce, and enterprise service management platforms.\nExperience supporting large-scale federal agencies and mission-critical environments.\nDemonstrated expertise in workforce management, operational metrics, and service delivery optimization.\nStrong executive communication, briefing, and stakeholder management skills.\nExperience managing continuity of operations (COOP) and disaster recovery programs.\nKnowledge of cybersecurity, NIST, FISMA, and federal IT compliance frameworks.\nAbility to manage large, geographically dispersed teams while maintaining exceptional customer satisfaction.\n\nDesired Knowledge, Skills, and Abilities\n\nExpert knowledge of ITIL-based service management principles.\nStrong understanding of ServiceNow, Salesforce, and enterprise service management platforms.\nExperience supporting large-scale federal agencies and mission-critical environments.\nDemonstrated expertise in workforce management, operational metrics, and service delivery optimization.\nStrong executive communication, briefing, and stakeholder management skills.\nExperience managing continuity of operations (COOP) and disaster recovery programs.\nKnowledge of cybersecurity, NIST, FISMA, and federal IT compliance frameworks.\nAbility to manage large, geographically dispersed teams while maintaining exceptional customer satisfaction.","datePosted":"2026-08-25T13:13:47.319Z","dateModified":"2026-08-25T13:13:47.319Z","hiringOrganization":{"@type":"Organization","name":"Strategicoperationalsolutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Ashburn","addressRegion":"VA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"27d2d8c16b3552ba933e8ae4"},"url":"https://jobsearcher.com/jobs/27d2d8c16b3552ba933e8ae4"}}