[Remote] Sr Program Manager

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.ResponsibilitiesOversee engagement strategies to build and maintain strong professional relationships with clientsUnderstand clients' key strategic business initiatives and pain pointsIdentify actionable insights to improve client results and inform team strategyManage meetings, content, facilitation, and communication with clients and executive stakeholdersLead client success team engagements through on-site visits and virtual meetings, ensuring meeting minutes capture decisions, next steps, deadlines, and task ownersPrepare and communicate contract updates; review contracts and monitor variances in commitmentsReview and approve invoices; act as the escalation point for unpaid invoicesParticipate in gap analysis and strategic planning conversations with clients as neededIdentify upsell opportunities by anticipating client needsUphold high levels of client satisfaction by ensuring cross-functional teams perform high-quality and on-time servicesCoordinate with program, operations, and production management teams to ensure services meet client needs and contractual obligationsEnsure service delivery processes are followed and continuously improved across teamsMonitor work activities to ensure completion by agreed-upon deadlinesDetermine and implement changes to support operations as business needs evolveEnsure 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 commitmentsMonitor the state of projects and manage changes to scope, schedule, cost, quality, and riskManage and communicate planned and approved work using established task management processesPrepare client/production support status reports and lead related internal and external meetingsCoordinate and communicate production support activities across functional teamsMonitor planned work progress and escalate risks or delays to corresponding Program ManagersCoordinate with Program Management staff to align account management processes and promote consistency across teamsIdentify, monitor, and resolve issues and risks related to client(s)Escalate risks and issues to the Service Management Director and collaborate on resolution strategiesManage the intake and organization of change requests, ensuring compliance with the defined change management processEnsure that all team members follow established issue resolution protocols and risk mitigation proceduresProvide timely responses and follow-up on escalated issues and risks, particularly those involving SLAsWork with the Training & Support Manager to implement problem-solving strategies and ongoing training initiativesCollaborate cross-functionally with operations, program management, and product teams to drive process improvementsPromote continuous improvement and alignment across client management and service management practicesSupport Project Managers in development task prioritization, including defects, support, and consultation requestsProvide leadership and direction to assigned team membersEnsure direct reports manage account activity and new work according to service delivery processesProvide coaching, training, and feedback to develop team competencies in project management, client engagement, and operational executionApprove timesheets and expense reports for team membersIdentify resource constraints and collaborate with supervisors to resolve limitations or conflictsGuide the team in adopting and applying IT methodologies, SOPs, and project management best practicesProvide mentoring and support in the creation of narratives, communications, and strategic project documentationSkillsExperience in program management and project deliveryStrong client relationship management skillsAbility to oversee engagement strategies and maintain professional relationships with clientsExperience in managing meetings, content, facilitation, and communication with clients and executive stakeholdersAbility to prepare and communicate contract updates and review contractsExperience in reviewing and approving invoicesAbility to participate in gap analysis and strategic planning conversationsExperience in service delivery oversight and ensuring client satisfactionAbility to coordinate with program, operations, and production management teamsExperience in monitoring work activities and ensuring completion by deadlinesAbility to implement changes to support operations as business needs evolveExperience in using task management tools (e.g., Zendesk, JIRA)Ability to monitor projects and manage changes to scope, schedule, cost, quality, and riskExperience in preparing client/production support status reportsAbility to identify, monitor, and resolve issues and risks related to clientsExperience in managing change requests and ensuring compliance with change management processesAbility to provide leadership and direction to assigned team membersExperience in coaching, training, and providing feedback to develop team competenciesAbility to guide the team in adopting and applying IT methodologies and project management best practicesBenefitsMedical and dental care benefits401kPTOParental leaveBereavement leaveCompany OverviewPublic 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/.