Crossroads Talent Solutions

Program Manager

• Serve as the single point of accountability for contract performance, delivery, and outcomes
• Act as the primary liaison to the Contracting Officer (CO) and Contracting Officer’s Representative (COR)
• Provide leadership, direction, and oversight for all assigned personnel and subcontractors
• Ensure all work aligns with federal regulations, SNAP policies, and contract requirements
• Lead post-award activities, including kickoff meetings and contract startup
• Develop and manage project schedules, staffing plans, and resource allocations
• Monitor project progress to ensure on-time and within-budget delivery
• Identify risks and implement mitigation strategies to maintain performance standards
• Facilitate monthly progress meetings with government stakeholders, including preparation of agendas, documentation, and action tracking
• Deliver: Weekly status reports (activities, staffing, risks, metrics)
• Monthly progress reports (performance metrics, case volumes, accuracy, staffing updates)
• Ensure transparency in performance through reporting on: Case completion rates, Accuracy and quality metrics, Turnaround times
• Develop, implement, and maintain a Quality Control Plan (QCP) with measurable performance metrics
• Establish processes to identify and prevent defects
• Ensure compliance with federal regulations and SNAP policies
• Maintain high-quality deliverables and documentation
• Ensure adherence to performance standards, including timeliness, accuracy, and documentation quality
• Oversee development and maintenance of performance dashboards (e.g., Power BI) to track: Case assignments and progress, Staff workload and productivity, Contract performance metrics
• Ensure dashboards are accessible to government stakeholders for oversight
• Supervise and manage contractor personnel, including Administrative Review Specialists
• Ensure proper onboarding, training, and performance management of staff
• Maintain staffing continuity and address turnover risks proactively
• Manage personnel availability and ensure coverage during core hours
• Communicate regularly with FNS leadership, COR, and other stakeholders
• Provide timely updates on risks, issues, and recommended solutions
• Facilitate collaboration across legal, compliance, and operational teams
• Ensure teams: Review and analyze case files and documentation
• Prepare determination recommendations and Final Agency Decisions (FADs)
• Maintain compliance with SNAP regulations and federal standards
• Monitor performance against service-level expectations, including: Case completion timelines (60–90 days depending on complexity), Documentation accuracy and quality