Program Manager (Case Management)

Kaiva Tech

1d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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.

Responsibilities

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.