Program Manager

Crossroads Talent Solutions•Indianapolis, IN

1d•Onsite

About The Position

The Program Manager will oversee contractor operations supporting the CBP Processing and Servicing Center (PSC) in Indianapolis, IN. This role focuses on managing HR operations related to personnel processing, employee services, and administrative support for CBP employees nationwide.

Requirements

Minimum 4+ years of program/project management experience (HR operations preferred)
Experience managing HR service delivery or federal personnel processing strongly preferred
Strong analytical and problem-solving skills
Proficiency in Microsoft Office Suite and HR systems
Excellent leadership and stakeholder management skills
Ability to manage up to 125+ staff (and scale up to ~300 during surge requirements)
Ensure compliance with quality standards (accuracy, timeliness, customer service benchmarks)
Maintain secure handling of sensitive and PII data
Support mission-critical operations tied to CBP hiring and workforce management

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Lead and manage all contract operations ensuring compliance with SOW requirements
Act as liaison between contractor team and Government COR
Oversee HR service delivery including personnel processing, payroll support, and employee services
Manage contractor workforce, including staffing, scheduling, and performance management
Ensure timely completion of personnel actions and resolution of employee inquiries
Monitor quality, accuracy, and timeliness of deliverables
Provide reporting on staffing, workload, and operational metrics
Support process improvements and system enhancements
Coordinate onboarding/offboarding and training compliance for contractor staff
Manage surge staffing requirements and evolving mission needs
Personnel processing and employee records management
Payroll and benefits support
Customer service for employee inquiries (phone/email)
HR systems management (eOPF, NFC, SAP, etc.)
Data analytics, reporting, and compliance tracking
Front office and administrative HR support