Program Manager

DC Government; Washington (District of Columbia); On-site; USD 100,000 - 139,000; Full time

Job summary

DC Government in Washington, DC seeks a Program Manager to oversee the Agency’s Quality Control Department, leading QA analysts and coordinating with Call Center leadership. The role ensures QA monitoring, timely feedback, and follow-up with agents and their managers.

The ideal candidate will have supervisory experience, program management capabilities, and a background in call center quality assurance, reporting to the Call Center Operations Manager. In-person work is expected.

Qualifications

• Specialized experience in program management and QA oversight.
• Ability to supervise staff and coordinate with multiple supervisors.
• Experience in quality assurance for contact center operations.

Responsibilities

• Plans, organizes, and supervises the operation of a program and its activities in line with agency goals.
• Develops, implements, and maintains procedures to ensure smooth operation of programs.
• Analyzes program data and performance measures to align with district objectives.

Skills

Supervisory experience

Program management

Quality assurance oversight

Call center operations

Education

Bachelor's degree

Job description

This position is located within the Department of Employment Services (DOES), Operations Bureau. The mission of DOES is to foster economic development and growth in the District of Columbia by providing workforce training, linking job seekers with employers, compensating unemployed and injured workers, and promoting safe and healthy workplaces.

This position serves as the Program Manager overseeing the Agency’s Quality Control Department. This is a critical leadership role responsible for managing the Agency’s comprehensive Contact Center Quality Assurance operations. The Program Manager will supervise three Quality Assurance Analysts and work closely with the Call Center Operations Manager and each Call Center Supervisor. This role ensures that QA Analysts perform all quality monitoring duties, deliver timely QA feedback to call center agents, and coordinate follow‑up with agents and their managers.

Duties and Responsibilities

Plans, organizes, and supervises the operation of a program(s) and its activities in accordance with the mission and goals of an agency; develops new programs to support the strategic direction of the agency; advises and consults with administration/division managers; meets with appropriate staff to identify and resolve problems or conflicts; makes or recommends final decisions regarding policy, operations, and administrative procedures of the program.

Develops, implements, and maintains procedures, administrative monitoring practices and controls in order to obtain smooth and effective operation of a program(s); coordinates work activities of the program to prevent delays in required actions or to improve programs or services; assists in the identification, development, and implementation of departmental goals, objectives, policies, and priorities; assists in the determination of resource allocation and levels of service according to established policies; plans and writes grant applications and manages grant-funded projects. Analyzes program data and performance measures in relation to agency, local/state, and national objectives for the program area. Tracks industry trends, local and regional program area issues, and District policy to ensure integration of program initiatives.

Qualifications and Education

Specialized Experience: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.

Degree from a four-year college or university and at least five years of supervisory experience preferred.

Licensures, Certifications, and other requirements

None

Work Conditions/Environment

The work is performed in a normal office setting.

Other Significant Facts

Tour of Duty: Monday-Friday 8:30 am- 5:00 pm or Varies

Operating Status: In-Person reporting, flexible and limited telework options available upon position eligibility and operational needs.

Promotion Potential: No known promotion potential

Duration of Appointment: Management Supervisory Service (MSS), At-will. Positions in the Management Supervisory Service serve at the pleasure of the appointing authority and may be terminated at any time with or without cause.

Pay Plan, Series and Grade: MS-0340-13

Salary: $99,513- $139,318; Based on qualifications and funding

Collective Bargaining Unit (Union): This position is not covered by a Collective Bargaining Unit.

Position Designation: This position has been designated as Security sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.

Residency Preference: Applicants claiming “Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.

Residency Requirement: If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.

EEO Statement: The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor.