Program Manager

FedWriters, Inc.•Camp Springs, MD

26d•$80,000 - $87,500•Onsite

About The Position

Contribute to turning complex immigration policy into clear guidance that helps millions navigate the U.S. immigration system—where clarity meets public service. If you can make the complex clear, your work will empower others and shape how critical systems are understood and used at the intersection of policy, technology, and people at USCIS! Join our team as a Site Lead and support USCIS as the on-site manager responsible for overseeing contract operations, staff, and performance. You will oversee daily site operations, manage team members, ensure compliance with USCIS requirements, maintain quality and performance standards, and serve as the primary liaison between FWI and USCIS leadership. FWI is expanding rapidly and has been recognized as a 2024 Top Workplace by the Washington Post, offering excellent growth opportunities in a collaborative environment. Work Schedule and Location: On-Site: This full-time position will require the employee to work 8 hours onsite at Camp Springs, MD. Monday - Friday, with a choosing of hours that cover the core hours of 7:00 am EST and 3:00 pm EST.

Requirements

Minimum eight (8) years of overall day-to-day management experience of contracts performing daily operations and administrative support leading staffing requirements that includes project planning and staff direction.
The Team Lead shall demonstrate an understanding of organizational and management skills, time management, leadership, Microsoft Office skills, problem-solving skills, verbal and written communication and decision-making ability.
Bachelor’s Degree in one (1) of the following disciplines: Accounting, Finance, Project Management, Business Administration, Business Management, Marketing, International Business, Business Communications, Human Resources Management, Entrepreneurship, Economics or other business related fields.
USCIS will allow a Project Management Professional (PMP) certified by the Project Management Institute (PMI) in lieu of the educational requirements. The web site is www.PMI.org.

Responsibilities

Operational Oversight
Manage day-to-day site operations to ensure services are delivered smoothly
Ensure all tasks meet USCIS requirements, timelines, and quality standards
Monitor workflows, productivity, and service levels
Staff Management & Leadership
Supervise team members (e.g., case processors, clerks, analysts)
Handle scheduling, timekeeping, and workload distribution
Conduct performance evaluations and provide coaching
Address personnel issues and maintain team morale
Client (Government) Coordination
Serve as the primary point of contact between the contractor and USCIS leadership
Attend meetings with USCIS officials and provide updates
Communicate issues, risks, and operational changes quickly and clearly
Compliance & Quality Assurance
Ensure adherence to: USCIS policies and procedures Federal regulations (e.g., privacy, security, records handling)
Oversee quality control processes and audits
Implement corrective actions when performance gaps arise
Reporting & Documentation
Prepare and submit regular reports (daily, weekly, monthly)
Track KPIs such as processing times, error rates, and backlog
Maintain accurate operational records for audits or reviews
Training & Onboarding
Ensure new staff are properly trained on USCIS systems and procedures
Coordinate ongoing training or updates when policies change
Promote continuous improvement and knowledge sharing
Security & Confidentiality
Enforce strict handling of sensitive personal and customer data
Ensure compliance with background check and clearance requirements
Maintain a secure work environment aligned with federal standards
Problem Solving & Escalation
Identify operational bottlenecks or risks
Resolve issues at the site level or escalate appropriately
Support contingency planning and surge operations