Program Manager; Case Management

Kaiva Tech, LLC is seeking a Program Manager (Case Management)

Reports To:

Kaiva Program Manager

Location:

Remote

Schedule:

Monday – Friday

Hours:

Full-time, 40-hours/week

FLSA Status:
Hourly, Nonexempt

Clearance:
Public Trust (Secret Preferred)

The Program Manager (Case Management) provides overall leadership, management, and operational oversight for the Department of Education Federal Student Aid (FSA) Ombudsman case management support program. This role is responsible for ensuring the effective and compliant adjudication of complex regulatory and consumer financial cases related to Title IV federal student aid programs. The Program Manager directs day-to-day program execution and ensures contractor performance aligns with contractual requirements, federal regulations, and established quality standards.

This position oversees case management operations, reporting, quality assurance processes, workforce performance, and stakeholder communication to ensure timely, accurate, and well-documented case resolution outcomes. Working closely with government stakeholders, including the Contracting Officer's Representative (COR), the Program Manager ensures program deliverables, performance metrics, and service level objectives are consistently achieved within a performance-based contract environment.

• Provide overall program management and operational oversight for the case management support program.
• Lead and supervise a team of regulatory case analysts and support personnel.
• Ensure cases are reviewed and resolved in accordance with federal statutes, regulations, and program guidance including Title IV.
• Monitor program performance metrics including case throughput, timeliness, accuracy, and quality assurance outcomes.
• Implement and manage quality assurance and quality control processes.
• Oversee case workflow management, resource allocation, and workload distribution.
• Develop and deliver program reporting including performance metrics and case status summaries.
• Maintain communication with the Contracting Officer's Representative (COR) and stakeholders.
• Lead internal meetings, case calibration sessions, and training initiatives.
• Ensure proper documentation within case management or CRM systems.
• Coordinate onboarding, training, and professional development of staff.
• Identify operational risks and implement continuous improvement initiatives.
• Ensure compliance with contractual, security, and reporting requirements.
• Other duties as assigned.

• Understanding of regulatory case management and compliance review processes.
• Experience leading teams responsible for case analysis or adjudication.
• Strong organizational and leadership skills.
• Ability to interpret and apply federal statutes and regulations.
• Strong written and verbal communication skills.
• Experience implementing quality assurance processes.
• Ability to analyze operational performance data.
• Proficiency with Microsoft Office Suite and CRM systems (Salesforce preferred).

• Bachelor's degree in Business Administration, Public Administration, Legal Studies, Finance, or a related field
• Minimum of 8 years of progressive professional experience in program management, regulatory case management, compliance operations, or a related analytical field.
• Minimum of 3 years managing teams or operational programs supporting federal agencies.
• Experience managing performance-based service delivery environments preferred.
• Experience with CRM or case management platforms (Salesforce preferred).

• Project Management Professional (PMP) or equivalent certification preferred.

• Must be a U.S citizen.
• Must be able to obtain and maintain Public Trust level clearance.

Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format.

Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.