Note: The job is a remote job and is open to candidates in USA. 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. The Program Manager is responsible for the successful delivery of the portfolio of projects for the Mid-South region, overseeing client relationships, service delivery, and project management to ensure client satisfaction and operational excellence.
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
Skills
- Experience in program management and project delivery
- Strong client relationship management skills
- Ability to oversee engagement strategies and maintain professional relationships with clients
- Experience in managing meetings, content, facilitation, and communication with clients and executive stakeholders
- Ability to prepare and communicate contract updates and review contracts
- Experience in reviewing and approving invoices
- Ability to participate in gap analysis and strategic planning conversations
- Experience in service delivery oversight and ensuring client satisfaction
- Ability to coordinate with program, operations, and production management teams
- Experience in monitoring work activities and ensuring completion by deadlines
- Ability to implement changes to support operations as business needs evolve
- Experience in using task management tools (e.g., Zendesk, JIRA)
- Ability to monitor projects and manage changes to scope, schedule, cost, quality, and risk
- Experience in preparing client/production support status reports
- Ability to identify, monitor, and resolve issues and risks related to clients
- Experience in managing change requests and ensuring compliance with change management processes
- Ability to provide leadership and direction to assigned team members
- Experience in coaching, training, and providing feedback to develop team competencies
- Ability to guide the team in adopting and applying IT methodologies and project management best practices
Benefits
- Medical and dental care benefits
- 401k
- PTO
- Parental leave
- Bereavement leave
Company Overview
Public Consulting Group is a consulting company offering management consulting services to public sector organizations and entities. It was founded in 1986, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.publicconsultinggroup.com/.