Program Manager

Job Description: Analytic Acquisitions is seeking an experienced Project Manager to lead the operation of a federal Retailer Service Center supporting the U.S. Department of Agriculture’s Food and Nutrition Service and the Supplemental Nutrition Assistance Program. The Project Manager will be responsible for the overall performance, staffing, quality, scheduling, and daily operation of a service center supporting SNAP-authorized retailers and businesses applying to participate in SNAP. The operation includes customer service, call center support, retailer application processing, document intake, scanning, mailroom activities, reporting, training, and special projects. This individual will serve as Analytic Acquisitions’ primary operational representative to the Government and will have the authority to act on the company’s behalf regarding the daily performance of the contract. Candidates must possess substantial knowledge of SNAP requirements, policies, and procedures. We are a government contractor. "This job is a civilian position and does not require military service (including commission and enlistment)." Program Manager Required Qualifications: Bachelor’s degree or higher, or at least five years of senior management experience demonstrating the ability to resolve client issues and conduct management and technical reviews. At least five years of demonstrated knowledge and experience with SNAP requirements, policies, and procedures. Experience managing a customer service center, call center, administrative processing center, benefits program, eligibility program, or comparable high-volume operation. Demonstrated experience managing multidisciplinary teams and operational leads. Experience supervising staffing, scheduling, workload allocation, performance management, and employee coverage. Experience managing federal contracts, Government programs, or other highly regulated service-delivery environments. Experience preparing and reviewing operational reports, performance metrics, service-level data, and corrective action plans. Strong understanding of quality assurance, quality control, risk management, and continuous process improvement. Strong written and verbal communication skills. Strong analytical, organizational, leadership, and problem-solving abilities. Ability to communicate effectively with federal customers, senior management, employees, and external stakeholders. Ability to manage confidential personal and business information. Ability to remain available during the core hours of 9:00 a.m. through 3:00 p.m. Eastern Time, Monday through Friday, excluding federal holidays and Government closures. Ability to successfully complete required federal identity-verification and background-investigation processes. Legally authorized to work in the United States. Primary Responsibilities: Direct the day-to-day operation of the SNAP Retailer Service Center. Serve as the principal point of contact between Analytic Acquisitions and Government program and contract representatives. Maintain responsibility for contract performance, staffing, schedules, quality, customer service, and operational continuity. Lead and coordinate customer service, application intake, scanning, document processing, printing, mailroom, and reporting functions. Supervise operational leads and assigned project personnel. Establish clear work assignments, performance expectations, and lines of responsibility across the project team. Ensure adequate staffing to address daily workload requirements, employee absences, vacancies, and peak-volume periods. Monitor the processing of retailer applications and supporting documentation for accuracy, completeness, and timeliness. Oversee call center performance, escalations, queue management, multilingual support, and required service-hour coverage. Ensure accurate receipt, preparation, scanning, indexing, uploading, storage, and destruction of sensitive retailer documents. Oversee printing, mailing, inventory, postage, and fulfillment activities. Review operational reports, performance metrics, backlog information, quality findings, and corrective action plans. Ensure monthly reports and other contract deliverables are accurate, complete, and submitted on schedule. Implement quality control procedures and corrective actions when performance issues or recurring deficiencies are identified. Coordinate employee onboarding, training, refresher training, and workforce-development activities. Maintain compliance with SNAP policies, confidentiality requirements, information security procedures, and contract requirements. Support Government reviews, meetings, transition activities, special projects, and process-improvement initiatives. Develop and maintain business continuity and disaster recovery procedures. Identify operational risks and implement appropriate mitigation and escalation procedures. Recommend opportunities to improve service quality, efficiency, automation, reporting, and customer experience. Ensure contractor personnel do not perform inherently governmental functions or represent themselves as federal employees. Key Performance Expectations: The selected Project Manager will be expected to: Maintain an appropriately staffed and trained workforce throughout the contract period. Ensure retailer applications and associated materials are processed accurately and within required timeframes. Maintain effective call center coverage and escalation management. Ensure reports and deliverables are accurate and submitted on time. Maintain availability and continuity of key personnel. Address performance deficiencies promptly through documented corrective actions. Preserve uninterrupted service during staffing changes, workload increases, emergencies, and transition periods. Maintain positive and professional relationships with Government representatives and project stakeholders. Submission Requirements: Resume required Signed letter of commitment required *Analytic Acquisitions, LLC. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Job Types: Full-time, Contract Pay: From $100,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off Vision insurance Application Question(s): At least five years of demonstrated knowledge and experience with SNAP requirements, policies, and procedures. Experience managing federal contracts, Government programs, or other highly regulated service-delivery environments. Direct experience managing a USDA, Food and Nutrition Service, SNAP, or other federal nutrition-assistance program. Education: Bachelor's (Preferred) Experience: Senior leadership: 5 years (Required) License/Certification: PMP (Preferred) Ability to Commute: Alexandria, VA 22308 (Required) Work Location: In person