Assistant Program Operations Manager

Leidos

2d•Remote

About The Position

Leidos Health and Services Sector currently has an opening for a Assistant Program Operations Manager to work remotely. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system. The Assistant Program Operations Manager leads, directs, and manages various special programs and projects focused on performance. This role: Determines caseloads for various consultive services and programs, ensures client satisfaction, and adherence to overall program metrics and service level agreements. Collects, monitors, and analyze metrics and performance measures, including quality, continuity, and completeness of documentation of services. Monitors performance, conducts data analysis, and implements improvements based on collected data. Compares progress against established goals and reporting on performance while ensuring delivery Service Level Agreements (SLAs) and Performance Quality Improvement (PQI) standards are met. Ensures that services delivered meet the requirements, needs, and expectations of service recipients.

Requirements

Minimum of a Master’s degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.
Hold a valid, unrestricted license that grants the ability to practice individually as a licensed therapist
Certified Project Management Professional (PMP) or Certified Employee Assistance Professional (CEAP).
15+ years of experience managing a program of similar size and complexity
Ability to build strong customer relationships and deliver solutions
Ability to exhibit strong business and financial acumen
Ability to develop strategy, plan and prioritize work aligned to program/organization goals, and deliver solutions for the business
Ability to establish clear responsibilities, processes and accountability measures for your team
Ability to build effective teams and talented team members
Ability to assist employees in meeting both their career and organizational goals
Ability to motivate, drive engagement, vision, and gain trust through honesty, integrity, and authenticity from your team
Ability to consistently achieve results under tough circumstances and manage complex situations
U.S. citizenship and fluency in English required.
Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
Ability to maintain and retain suitability investigation and clearance as required.
Proficient in navigating electronic systems, computer programs, and virtual service platforms.
This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Nice To Haves

Minimum of two years of full-time supervision, oversight, and management experience.
Preference for both PMP and EAP certifications
Employee assistance program (EAP) experience.
Call Center experience.
Telehealth experience.
Telephonic and Video/Virtual coaching experience.

Responsibilities

Lead, direct, and manage the daily operations and performance of programs supporting client emotional, physical, and financial wellness.
Oversee quality assurance and compliance for their workstream.
Determine and manage caseload distribution to ensure client needs and service demand are met effectively.
Monitor, collect, and analyze interaction metrics and performance measures, including service quality, continuity of care, and completeness of case documentation.
Ensure compliance with Service Level Agreements (SLAs) and Performance Quality Improvement (PQI) standards, and implement data-driven process improvements.
Compare program performance against established goals and prepare reports on operational outcomes and service effectiveness.
Collaborate with internal and external stakeholders to ensure services meet client requirements, expectations, and contractual obligations.
Perform project and quality management activities in support of operational excellence.
Perform additional duties as assigned.