Project Manager, Operations Manager, Program ​/ Project Manager

To lead and manage an operational project for a government entity, overseeing all operational and administrative aspects, ensuring performance and quality targets are achieved, and maintaining full compliance with client requirements and service level agreements. The role includes supervising Customer Service teams and Customer Service Supervisors.

• Lead and manage the project from an operational and administrative perspective, ensuring delivery in line with the approved scope
• Develop and maintain the project operational plan and monitor execution progress
• Oversee Customer Service teams and Customer Service Supervisors
• Ensure smooth day-to-day operations and high-quality service delivery
• Define and monitor Key Performance Indicators (KPIs) and operational targets
• Ensure compliance with all applicable policies, procedures, and government entity requirements
• Monitor service quality and handle escalations and operational issues
• Act as the main point of contact with the government entity and key stakeholders
• Prepare and submit regular operational and performance reports to senior management
• Identify operational risks and implement mitigation and improvement plans
• Lead training and development initiatives for project teams
• Ensure adherence to Service Level Agreements (SLAs)
• Manage resource allocation and operational scheduling
• Recommend and implement process improvement initiatives
• Oversee the use of operational systems and customer management platforms

• Bachelor's degree in Business Administration, Management, or a related field
• PMP certification or equivalent is preferred
• Proven experience in project management or operations management
• Experience supervising Customer Service functions
• Prior experience working on government-related projects is a plus

• Strong project management and planning skills
• Leadership and team management capabilities
• Performance monitoring and analytical skills
• Excellent communication and professional reporting skills
• Problem-solving and decision-making ability
• Ability to work under pressure and manage priorities
• Continuous improvement mindset
• Proficiency in operational and customer management systems
• Stakeholder management and presentation skills