Sr Program Manager

at Public Consulting Group in Boise, Idaho, United States

Job Description

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.-all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com .

Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed.

Services:

Teaching

Learning Solutions

Data Systems

IT Solutions

Financial Solutions

Equity in Education

Equitable Education

Recovery Services

This role is responsible for the successful delivery of the portfolio of projects for the Mid-South region. The Program Manager oversees the overall operation of services in terms of scope, cost, quality, and risk, ensuring client satisfaction and continuous improvement through leadership, coordination, and strategic alignment.

Client Relationship Management & Engagement

Oversee engagement strategies to build and maintain strong professional relationships with clients.

Understand clients’ key strategic business initiatives and pain points.

Identify actionable insights to improve client results and inform team strategy.

Manage meetings, content, facilitation, and communication with clients and executive stakeholders.

Lead client success team engagements through on-site visits and virtual meetings, ensuring meeting minutes capture decisions, next steps, deadlines, and task owners.

Prepare and communicate contract updates; review contracts and monitor variances in commitments.

Review and approve invoices; act as the escalation point for unpaid invoices.

Participate in gap analysis and strategic planning conversations with clients as needed.

Identify upsell opportunities by anticipating client needs.

Service Delivery Oversight

Uphold high levels of client satisfaction by ensuring cross-functional teams perform high-quality and on-time services.

Coordinate with program, operations, and production management teams to ensure services meet client needs and contractual obligations.

Ensure service delivery processes are followed and continuously improved across teams.

Monitor work activities to ensure completion by agreed-upon deadlines.

Determine and implement changes to support operations as business needs evolve.

Ensure all reported issues are submitted and documented using the appropriate task management tools (e.g., Zendesk, JIRA).

Ensure accountability for following SLAs, including Response Time and Resolution Time commitments.

Project & Portfolio Management

Monitor the state of projects and manage changes to scope, schedule, cost, quality, and risk.

Manage and communicate planned and approved work using established task management processes.

Prepare client/production support status reports and lead related internal and external meetings.

Coordinate and communicate production support activities across functional teams.

Monitor planned work progress and escalate risks or delays to corresponding Program Managers.

Coordinate with Program Management staff to align account management processes and promote consistency across teams.

Issue, Risk & Change Management

Identify, monitor, and resolve issues and risks related to client(s).

Escalate risks and issues to the Service Management Director and collaborate on resolution strategies.

Manage the intake and organization of change requests, ensuring compliance with the defined change management process.

Ensure that all team members follow established issue resolution protocols and risk mitigation procedures.

Provide timely responses and follow-up on escalated issues and risks, particularly those involving SLAs.

Training, Process Improvement & Cross-Team Collaboration

Work with the Training & Support Manager to implement problem-solving strategies and ongoing training initiatives.

Collaborate cross-functionally with operations, program management, and product teams to drive process improvements.

Promote continuous improvement and alignment across client management and service management practices.

Support Project Managers in development task prioritization, including defects, support, and consultation requests.

Team Leadership & Supervision (if applicable)

Provide leadership and direction to assigned team members.

Ensure direct reports manage account activity and new work according to service delivery processes.

Provide coaching, training, and feedback to develop team competencies in project management, client engagement, and operational execution.

Approve timesheets and expense reports for team members.

Identify resource constraints and collaborate with supervisors to resolve limitations or conflicts.

Guide the team in adopting and applying IT methodologies, SOPs, and project management best practices.

Provide mentoring and support in the creation of narratives, communications, and strategic project documentation.

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Education

Bachelor’s degree in Business, Education, Project Management, Information Systems, Public Administration, or related field required

Master’s degree preferred

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Required Experience

Minimum of 8-10 years of progressive project or program management experience

Minimum of 5 years managing complex, multi-workstream programs or portfolios

Experience leading large-scale implementations, enterprise initiatives, or statewide/district-level programs

Experience leading cross-functional teams and coordinating work across multiple stakeholder groups

Experience managing multiple concurrent projects, priorities, and timelines

Experience facilitating executive-level communication and stakeholder engagement

Experience with risk management, issue resolution, governance, and escalation management

Experience developing and maintaining project plans, status reporting, and executive summaries

Experience leading process improvement and operational initiatives

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? Preferred Experience

Education technology, K-12 education, Special Education, SaaS, consulting, or public sector experience preferred

Experience supporting statewide or large district clients preferred

Experience working in matrixed organizations with multiple business units and shared resources preferred

Experience managing teams, mentoring staff, or leading organizational initiatives preferred

Certifications

Project Management Professional (PMP) certification preferred

Agile, Scrum, Lean, Change Management, or related certifications preferred

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Knowledge, Skills, and Abilities

Strong program and portfolio management capabilities

Strong executive communication and presentation skills

Ability to influence without direct authority

Strong client relationship management skills

Ability to manage ambiguity and shifting priorities

Strong problem-solving and critical-thinking abilities

Strong organizational and operational planning skills

Ability to f