Program Manager

Position summary:  

The Program Manager (PM) will be part of a team responsible for the leadership of the CMS CCO Programs.  PM serves as CTI’s primary interface with Maximus Federal Services and holds full execution authority for all aspects of performance under the CMS Contact Center Operations (CCO) Subcontract.  The PM is accountable for cost, schedule, quality, and compliance across all contract periods of performance.   

This is a Senior Leadership role requiring deep experience in federal contact center or government services program management, a thorough understanding of CMS/Maximus operational environments, and the ability to lead a geographically focused, but operationally complex workforce. 

Essential Duties and Responsibilities:  

Job duties include the following: (Other duties may be assigned.) 

Responsibilities: 

• Serve as the single point of contact (POC) for Maximus Contracting Officer, Program Manager, and designated representatives. 

• Maintain 24/7 access and availability via cell phone for Maximus coordination and emergencies. 

• Exercise full authority to commit CTI resources to meet contractual obligations and resolve performance concerns. 

• Oversee all deliverables which are not limited to but may include Staffing Reports, Attrition Reports, EAC’s Risk Management Reports, and ATO Tracking Reports. 

• Lead all contract transition activities which may include incumbent outreach and communication, post award conference participation, and leadership through onboarding activities. 

• Develop and manage the Program Management Plan, Risk Register, and Plan of Action and Milestones (POA &M). 

• Coordinate with Finance Manager on monthly EAC preparation and financial reporting to Maximus. 

• Lead and direct leaders for successful completion of organizational goals and benchmarks.  Team may include Sr. Site Manager, Operations Manager, QA/Training Manager, Finance Manager, and HR/Recruiting functions. 

• Ensure all subcontract performance standards defined in SOW Appendix E are met or exceeded. 

• Manage escalation of all technical, operational and compliance concerns through Maximus-approved channels (SOW 3.2.5.5). 

• Attend all scheduled Maximus Team Meetings, All-Hands Meetings, and Contact Center Operations Meetings. 

• Oversee SCA compliance, HIPAA adherence, and all other regulatory requirements applicable to the subcontract. 

Skills: 

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.  

• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.  

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.  

• Speaking - Talking to others to convey information effectively.  

• Instructing - Teaching others how to do something. 

• Troubleshooting - Determining causes of operating errors and deciding what to do about it. 

• Time Management - Managing one's own time. 

Attributes: 

• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.

• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Written Expression - The ability to communicate information and ideas in writing so others will understand.

• Written Comprehension - The ability to read and understand information and ideas presented in writing.

• Speech Clarity - The ability to speak clearly so others can understand you.

• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations make improvements or take corrective action.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

• Work is primarily sedentary. 

• Available for work from 0700 to 1900 

Education and Experience:  

• Bachelor's degree or equivalent work experience. Master’s degree in Business Administration is preferred. 

• 7 years progressive program or project management experience in federal government contracting. 

• 3 years supervisor or leadership of a contact center or customer service program experience required.  

• PMP certification strongly preferred. 

• Demonstrated knowledge of Service Contract Act (SCA) requirements and federal labor compliance. 

• Ability to communicate effectively in English, both verbally and in writing.  

• Prior experience managing workforce programs under CMS, HHS, or similar agency contracts preferred. 

• Uses good judgment, ability to make independent decisions and proactively solve problems as required.  

• Must be organized and have strong time management skills. 

• May be required to work off-shift, and occasional travel to customer and other Maximus sites may be required.  

• Experience with, or knowledge of, the Marketplace Program and health insurance industry preferred. 

• Experience in subcontractor role supporting a prime contractor in a co-located federal contact center environment is preferred. 

• Familiarity with Maximus operations systems (eWFM, QualityNow, CMS, LMS) a plus. 

• Experience delivering Estimate at Completions (EAC) reports and managing Time-and-Materials subcontracts is preferred. 

• Must have PC skills (Microsoft Office) with an emphasis on Excel.  

• Basic math skills required.  

• Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.  

• Ability to interact with all levels of management.  

• Strong analytical and organizational skills.  

• Exceptional verbal and written communication skills.  Experience presenting to Senior government and contractor stakeholders a plus. 

• Bilingual ability is a benefit  

• May be required to work holidays.   

• Ability to pass a federal and local criminal background investigation.