Program Manager

PRINCIPLE CHOICE SOLUTIONS
Program Manager

POSITION PURPOSE
The Program Manager will serve as the authorized representative of Principle Choice Solutions, LLC and have full authority over all matters related to daily operation of the contract. The Program Manager will be responsible for overall contract performance, including technical execution, financial management, staffing, and compliance with all contractual requirements. This role will oversee a team of personnel working remotely, as well as located in Boyers, PA. This is a tentative position, contingent upon PCS being awarded the contract. A signed Letter of Commitment will be required, confirming the candidate’s intent to join the PCS team upon contract award.

ORGANIZATION
This position reports to Operations

ESSENTIAL FUNCTIONS

• Manage work pools actively to achieve production targets. 
• Provide ongoing coaching to associates on work quality and quantity. 
• Collaborate with partners to ensure timely and effective completion of work. 
• Communicate with senior leadership and peers on important matters. 
• Identify key metrics for different teams and functional areas. 
• Outline career progression for operations associates. 
• Ensure customer service representative compliance with established business rules. 
• Identify training needs and necessary tools. 
• Uphold standards and policies and ensure their compliance. 
• Address customer dissatisfaction appropriately as per guidelines. 
• Perform all other assigned duties as necessary. 

• HS Diploma required; bachelor’s degree preferred.
• At least 5 years or more of Project Management Experience.
• Must be experienced with Background investigation, Data Collection, Intelligence and case Processing.
• Technical Skills: Proficiency in personal computer use, data entry, spreadsheets, and word processing. 
• Communication Skills: Excellent verbal and written communication skills, including the ability to convey complex information in a clear and concise manner. 
• Teamwork Skills: Ability to work effectively with diverse teams and collaborate with internal and external stakeholders. 
• Leadership Skills: Ability to coach, motivate, and develop large complex teams. 
• Demonstrated experience leading large, complex teams
• Must be a U.S. citizen; work sponsorship is not available.

• Familiarity with quality improvement and process optimization initiatives. 
• Effective time management and organizational skills, with the ability to prioritize tasks and manage competing demands effectively
• Experience supporting Background Investigations, Data Collection, Intelligence, and Case Processing functions
• Personal Skills: 
  • Strong interpersonal and team-building abilities. 
  • Goal-oriented with a desire for continuous performance improvement. 
  • Strong analytical skills are preferred. 
  • Ability to work independently with minimal direction. 

MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.

PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 20 pounds.  Must be able to talk, listen, and speak clearly on the telephone.

WORKING CONDITIONS
The ideal candidate must be capable of working onsite in Boyers, PA. (Onsite / Non‑Remote). The anticipated start date of the contract is September 2026 and the Period of Performance is five (5) years. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. 

Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.