Deputy Program Director, Technical Support

ServiceSource; St. Louis (MO); On-site; USD 120,000 - 180,000; Full time

Job summary

ServiceSource seeks an experienced Program Manager to ensure NGA contract performance, productivity, safety, and efficiency, while overseeing operations, budgeting, invoicing, and reporting across multiple teams. The role supervises customer service, operations, Quality Control, Document Management, purchasing, and contracting functions.

The position requires a Bachelor’s in engineering and 10+ years' experience, with a Master’s degree and PE certification preferred.

Qualifications

• Bachelor’s degree in engineering.
• 10+ years of relevant work experience.
• Security clearance and background check requirements, if applicable are determined by the contract.
• Master’s degree in engineering preferred.
• Professional Engineer certification strongly preferred.

Responsibilities

• Plan, budget, staff, and measure performance.
• Develop programs that meet organizational needs and contract requirements.
• Represent the organization in meetings with donors, advocates, the media, and contract stakeholders.
• Establish program goals, define key performance metrics, and track performance for compliance with standards.
• Contribute to strategic planning and goal setting with senior management.
• Drive quality across operational deliverables.
• Analyze operations for efficiency, effectiveness, and customer satisfaction.
• Coordinate work priorities and monitor program methods and procedures.
• Maintain contract awareness to perform Program Manager duties as required.
• Perform other job-related duties as assigned.

Skills

MS Office

Organizational skills

Verbal communication

Analytical skills

Multitasking

Prioritization

Leadership

Project management

Performance metrics

Education

Bachelor's degree in engineering

Master's degree in engineering (preferred)

Professional Engineer certification (preferred)

Tools

Microsoft Office

Job description

Job Summary

Responsible to ensure the effectiveness of the NGA contract in the areas of performance, productivity, safety, and efficiency to the standards of the contract and to the satisfaction of the customer. Market and monitor human service delivery, as well as provide all reports to funding agencies and corporate divisions. Sustain and improve organization business operations and direct teams maintaining work control, finance, invoicing, budgeting, and cost reporting systems. Directly supervise customer service functions, business operations, Quality Control, Document Management, purchasing and contracting functions.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Responsible for all aspects of assigned programs, including planning, budgeting, staffing, and performance.
• Develop programs that meet the needs of the organization’s target population and that are in alignment with the organization’s stated mission or contract.
• Represent the organization in meetings with donors, advocates, the media, members of the community, or contract.
• Establish program goals, define key performance matrix, and track program performance by ensuring all services provided are in compliance with applicable standards and regulations.
• Contribute to strategic planning, direction and goal setting for the department or function in collaboration with senior management.

Additional Responsibilities

• Drive quality into all operational deliverables.
• Perform operational analysis of each job to include efficiency, effectiveness, timely completion, financial performance and overall customer satisfaction.
• Coordinate work priorities and monitor methods and procedures of program.
• Maintain complete contract awareness to be able to seamlessly perform Program Manager duties as required.
• Perform other job related duties as assigned.

Qualifications: Education, Experience, and Certification(s)

• Required: Bachelor’s degree with an engineering discipline.
• Required: 10+ years of relevant work experience.
• Security Clearance and background check requirements, if applicable are determined by the contract.
• Certain classes or certification requirements will be determined by the contract.
• Preferred: Master’s degree with an engineering discipline.
• Preferred: Professional Engineer certification strongly.

Knowledge, Skills, and Abilities

• Advanced proficiency in Microsoft Office skills, with the ability to become familiar with corporate specific programs and software.
• Strong organizational skills, detail oriented, and self-directed individual who is a team player.
• Must have excellent oral/verbal communication skills.
• Strong problem‑solving and analytical skills.
• Ability to manage multiple activities and prioritize multiple competing tasks.
• Ability to set priorities for self, team, and peers, and adjust when priorities change.
• Excellent organizational and leadership skills.
• Thorough understanding of project/program management techniques and methods.
• Excellent knowledge of performance evaluation techniques and key matrix.

Physical Demands

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 accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear, stand, walk, sit, use hands to finger, handle, or feel, and reach with hands and arms. The employee will be required to climb or balance and stoop, kneel, crouch, or crawl. Must be able to work any area of the restaurant when needed and to operate a computerized Point of Sale system/cash register. Position requires bending, standing, and walking the entire workday. Must have the ability to lift 10 pounds frequently and up to 30 pounds occasionally.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually quiet.

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre‑tax dollars.
• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.
• A generous paid time‑off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug‑free workplace. Pre‑employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.