Sr Program Manager

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

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.

• 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.

• 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.

• 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.

• 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…