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Program Office Manager
Program Office ManagerSERCO OF TEXAS - GULF COAST • Houston, TX, US
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Program Office Manager

Program Office Manager

SERCO OF TEXAS - GULF COAST • Houston, TX, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

SUMMARY : The Program Manager is responsible for overseeing the execution of multiple workforce programs such as WIOA, Choices, SNAP, & RESEA ensuring all performance, staffing, and compliance requirements are met. This role directs and supports program teams, monitors operations to ensure alignment with organizational quality standards, and evaluates system processes for effectiveness and efficiency. The Program Manager provides recommendations to the Project Director / Center Manager for continuous improvement, delivers technical assistance to staff, and participates in staff trainings to assess delivery quality and engagement. Staying informed on federal, state, and local regulations, the Program Manager attends relevant trainings, conferences, and webinars to integrate best practices into program operations.

DUTIES AND RESPONSIBILITIES :

Program Oversight & Compliance

  • Ensure that all policies and procedures outlined in contracts, contract manuals, and vendor manuals are followed and align with SERCO’s mission and values.
  • Oversee caseloads for multiple workforce programs to ensure positive outcomes for customers and adherence to performance benchmarks.
  • Work with contract managers and development teams to ensure program operations meet contractual requirements and quality standards.
  • Maintain compliance with all applicable federal, state, and local workforce development regulations.

Staff Leadership & Development

  • Provide clear direction to staff in daily operations, ensuring efficiency, customer focus, and compliance.
  • Select, assign, evaluate, and recommend discipline or termination of staff in accordance with SERCO Personnel Policies.
  • Coordinate and implement cross-training initiatives so staff can perform multiple functions and deliver integrated services.
  • Plan and facilitate staff development activities, ensuring training is provided on a regular cycle to maintain and expand knowledge, skills, and job-specific competencies.

    • Service Coordination & Client Flow

  • Coordinate the flow of client services through regular meetings with center staff, ensuring a seamless customer experience.
  • Handle customer and staff concerns promptly and professionally, ensuring resolution in line with organizational guidelines.
  • Establish and maintain processes for resolving complaints in compliance with applicable regulations.

    • Quality Assurance & Reporting

  • Assure accuracy and completeness of vendor records, case files, and client documentation in alignment with quality assurance standards.
  • Administer and submit required reports accurately and within established timelines.
  • Conduct ongoing monitoring to ensure program data integrity and service quality.

    • Stakeholder Engagement & Communication

  • Serve as a liaison to advisory boards, neighborhood councils, special committees, partner agencies, and nonprofit organizations to strengthen community and employer relationships.
  • Facilitate effective communication between program areas by interpreting and explaining policies, procedures, and expectations to staff and stakeholders.

    • Other Duties

  • Perform additional responsibilities as assigned to support program goals and organizational priorities

    • DESIRED KNOWLEDGE, SKILLS, AND ABILITIES :

  • Working knowledge of workforce service programs, including federally and state-funded initiatives.
  • Ability to understand, interpret, and accurately apply written policies, procedures, and program regulations.
  • Proficiency in oral and written communication, with experience delivering public presentations and facilitating staff training.
  • Strong relationship-building skills to maintain positive and productive interactions with staff, stakeholders, and clients.
  • Proficiency in data analysis and the preparation of comprehensive reports that provide clear insights and actionable recommendations.
  • Competence in using personal computers and software applications, including Microsoft Office Suite (Word, Excel, PowerPoint, Access).
  • Aptitude for identifying problems, developing solutions, and implementing process improvements effectively.
  • Ability to lead, mentor, and motivate a team, fostering a positive and high-performance work environment.
  • Experience in managing multiple projects simultaneously, ensuring that deadlines and goals are met.

    • EDUCATION AND EXPERIENCE :

  • Bachelor’s degree from an accredited college or university in Public Administration, Business Management, or a related field; additional related experience in auditing, quality assurance, or program / statistical analysis may substitute for education (18 months of direct or related experience equals one year of education).
  • Five (5) years of experience with federally funded social service programs relevant to the assigned unit; or an equivalent combination of education and relevant experience.
  • Working knowledge of regulations impacting the Workforce Development System.
  • Strong skills in quantitative analysis, process development, facilitation, and organizational management.
  • Ability to manage confidential information with discretion, diplomacy, and professionalism.

    • SPECIAL REQUIREMENTS :

    1. Must possess and provide a valid Texas Driver’s License and Automobile Liability Insurance as required by the State of Texas.

    2. Must have access to reliable transportation in order to travel within service area.

    Physical demands and work environment :

    The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

    1. PHYSICAL DEMANDS : While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extended periods of time. Employees must occasionally lift and / or move up to 25 pounds, must be able to set up display area.

    2. WORK ENVIRONMENT : Fast-paced, demanding both, physically and mentally, and in constant communication.

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.

    Start your SERCO of Texas interview now. Click the Self-Interview link for step-by-step directions. Please review the full job description before you begin. Completing the self-interview counts as your fully submitted application.

    https : / / app.willotalent.com / invite / vUT0HN /

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