Sr Program Manager

Public Consulting Group•US OK Remote, OK

17d•$79,000 - $125,000•Remote

About The Position

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed. Services: Teaching Learning Solutions Data Systems IT Solutions Financial Solutions Equity in Education Equitable Education Recovery Services. This role is responsible for the successful delivery of the portfolio of projects for the Mid-South region. The Program Manager oversees the overall operation of services in terms of scope, cost, quality, and risk, ensuring client satisfaction and continuous improvement through leadership, coordination, and strategic alignment.

Requirements

Successful delivery of the portfolio of projects for the Mid-South region.
Overseeing the overall operation of services in terms of scope, cost, quality, and risk.
Ensuring client satisfaction and continuous improvement through leadership, coordination, and strategic alignment.
Building and maintaining strong professional relationships with clients.
Understanding clients' key strategic business initiatives and pain points.
Identifying actionable insights to improve client results and inform team strategy.
Managing meetings, content, facilitation, and communication with clients and executive stakeholders.
Leading client success team engagements through on-site visits and virtual meetings.
Ensuring meeting minutes capture decisions, next steps, deadlines, and task owners.
Preparing and communicating contract updates.
Reviewing contracts and monitoring variances in commitments.
Reviewing and approving invoices.
Acting as the escalation point for unpaid invoices.
Participating in gap analysis and strategic planning conversations with clients.
Identifying upsell opportunities by anticipating client needs.
Ensuring cross-functional teams perform high-quality and on-time services.
Coordinating with program, operations, and production management teams.
Ensuring services meet client needs and contractual obligations.
Ensuring service delivery processes are followed and continuously improved across teams.
Monitoring work activities to ensure completion by agreed-upon deadlines.
Determining and implementing changes to support operations as business needs evolve.
Ensuring all reported issues are submitted and documented using the appropriate task management tools (e.g., Zendesk, JIRA).
Ensuring accountability for following SLAs, including Response Time and Resolution Time commitments.
Monitoring the state of projects and managing changes to scope, schedule, cost, quality, and risk.
Managing and communicating planned and approved work using established task management processes.
Preparing client/production support status reports and leading related internal and external meetings.
Coordinating and communicating production support activities across functional teams.
Monitoring planned work progress and escalating risks or delays to corresponding Program Managers.
Coordinating with Program Management staff to align account management processes and promote consistency across teams.
Identifying, monitoring, and resolving issues and risks related to client(s).
Escalating risks and issues to the Service Management Director and collaborating on resolution strategies.
Managing the intake and organization of change requests, ensuring compliance with the defined change management process.
Ensuring that all team members follow established issue resolution protocols and risk mitigation procedures.
Providing timely responses and follow-up on escalated issues and risks, particularly those involving SLAs.
Implementing problem-solving strategies and ongoing training initiatives.
Collaborating cross-functionally with operations, program management, and product teams to drive process improvements.
Promoting continuous improvement and alignment across client management and service management practices.
Supporting Project Managers in development task prioritization, including defects, support, and consultation requests.
Providing leadership and direction to assigned team members.
Ensuring direct reports manage account activity and new work according to service delivery processes.
Providing coaching, training, and feedback to develop team competencies in project management, client engagement, and operational execution.
Approving timesheets and expense reports for team members.
Identifying resource constraints and collaborating with supervisors to resolve limitations or conflicts.
Guiding the team in adopting and applying IT methodologies, SOPs, and project management best practices.
Providing mentoring and support in the creation of narratives, communications, and strategic project documentation.

Responsibilities

Oversee engagement strategies to build and maintain strong professional relationships with clients.
Understand clients' key strategic business initiatives and pain points.
Identify actionable insights to improve client results and inform team strategy.
Manage meetings, content, facilitation, and communication with clients and executive stakeholders.
Lead client success team engagements through on-site visits and virtual meetings, ensuring meeting minutes capture decisions, next steps, deadlines, and task owners.
Prepare and communicate contract updates; review contracts and monitor variances in commitments.
Review and approve invoices; act as the escalation point for unpaid invoices.
Participate in gap analysis and strategic planning conversations with clients as needed.
Identify upsell opportunities by anticipating client needs.
Uphold high levels of client satisfaction by ensuring cross-functional teams perform high-quality and on-time services.
Coordinate with program, operations, and production management teams to ensure services meet client needs and contractual obligations.
Ensure service delivery processes are followed and continuously improved across teams.
Monitor work activities to ensure completion by agreed-upon deadlines.
Determine and implement changes to support operations as business needs evolve.
Ensure all reported issues are submitted and documented using the appropriate task management tools (e.g., Zendesk, JIRA).
Ensure accountability for following SLAs, including Response Time and Resolution Time commitments.
Monitor the state of projects and manage changes to scope, schedule, cost, quality, and risk.
Manage and communicate planned and approved work using established task management processes.
Prepare client/production support status reports and lead related internal and external meetings.
Coordinate and communicate production support activities across functional teams.
Monitor planned work progress and escalate risks or delays to corresponding Program Managers.
Coordinate with Program Management staff to align account management processes and promote consistency across teams.
Identify, monitor, and resolve issues and risks related to client(s).
Escalate risks and issues to the Service Management Director and collaborate on resolution strategies.
Manage the intake and organization of change requests, ensuring compliance with the defined change management process.
Ensure that all team members follow established issue resolution protocols and risk mitigation procedures.
Provide timely responses and follow-up on escalated issues and risks, particularly those involving SLAs.
Work with the Training & Support Manager to implement problem-solving strategies and ongoing training initiatives.
Collaborate cross-functionally with operations, program management, and product teams to drive process improvements.
Promote continuous improvement and alignment across client management and service management practices.
Support Project Managers in development task prioritization, including defects, support, and consultation requests.
Provide leadership and direction to assigned team members.
Ensure direct reports manage account activity and new work according to service delivery processes.
Provide coaching, training, and feedback to develop team competencies in project management, client engagement, and operational execution.
Approve timesheets and expense reports for team members.
Identify resource constraints and collaborate with supervisors to resolve limitations or conflicts.
Guide the team in adopting and applying IT methodologies, SOPs, and project management best practices.
Provide mentoring and support in the creation of narratives, communications, and strategic project documentation.