Description
Job Title: CNIC Program and Technology Support Operations Manager (PTSOM)
Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders has approximately 1,000 employees supporting clients worldwide. We seek individuals with a strong passion for what we do and our commitment to quality service.
Summary
The Program and Technology Support Operations Manager (PTSOM) works as a full-time employee of Zeiders Enterprises, Inc. (Zeiders) supporting the CNIC Global Contract and serves as a cross-contract support lead responsible for schedule and deliverable management, data and analytics, OCONUS compliance, and continuous improvement. Reporting directly to the Deputy Contract Manager.
Essential Duties and Responsibilities
Operational and Cross-Functional Leadership: (Reporting Staff; Tools/Technology Enablement; Process Improvement)
Lead and develop the reporting team to produce timely, accurate dashboards and data products; maintain the data dictionary and reporting standards; coordinate inputs, validation, and continuous improvements across stakeholders.
Develop and coach reporting staff on tools (Excel, Power BI, SharePoint, and dashboards), data governance standards, and contract reporting requirements.
Provide day-to-day strategic and operational direction to direct reports on program support team delivering program support operations to the contract, ensuring priorities, workflows, and service commitments remain aligned with contract requirements and leadership objectives.
Partner with matrix and corporate support functions to drive consistency in how program support is delivered across programs, optimize resource utilization, and minimize redundant work through common standards and reusable artifacts.
Reporting & Analytics Excellence: Data, Analytics, and Reporting (Data Dictionary, Dashboards, Metrics Support)
Produce a weekly/monthly contract-wide Dashboard report to support Operation Managers in tracking metrics for their programs.
Establish and maintain reporting QA/QC process (validation checks, reconciliation methods, peer review, error checking, and corrective actions) in coordination with contract Quality Manager.
Compliance & OCONUS Readiness: Technology Coordination, Compliance, and OCONUS Compliance/Systems Management
Technology Coordination (in partnership with BISM)
Support in communicating program needs into prioritized technology requests; track them through intake, scheduling, and release management.
OCONUS Compliance and Systems Management (ECOPS, SPOT, Travel, Monthly reporting)
Ensure compliant onboarding, relocation tracking, leave of absence (LOA) management, and monthly roster accuracy for OCONUS personnel, in coordination with DCM (for COR notifications), Operation Managers, HR, and Compliance.
Ensure personnel traveling OCONUS for surge assignments and FAP assignments meet all pre-travel, in-travel, and post-travel compliance requirements and are visible in program systems.
Produce a weekly/monthly contract-wide Dashboard report to support Operation Managers in tracking metrics for their programs.
Other duties as assigned.
Travel Requirements
Travel
Required Qualifications
Master's degree in Business, Management, Education, Psychology, or other relevant related field; OR Bachelor's degree plus four years related experience.
2+ years in Project Management Office (PMO) or program management roles supporting multiple workstreams across an organization.
Demonstrated expertise in schedule management, deliverables oversight, and KPI-based performance reporting.
Experience with government contracting processes and familiarity with FAR.
Proficient with Microsoft 365 (Excel, PowerPoint, Word), SharePoint, and project/portfolio tools (e.g., MS Project/Planner, Smartsheet, Jira/Confluence, Power BI/Tableau).
Preferred Qualifications
Quality assurance experience
Lean/Six Sigma or equivalent continuous improvement background.
Experience coordinating diverse and remote teams and vendors.
PMP or PgMP; Agile certifications (e.g., SAFe, PSM).
Military community knowledge/experience.
Other Requirements
This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required. U.S. Citizenship, valid driver's license, transportation, and auto insurance.
Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
Ability to work both independently and as part of a cross-functional team.
Customer Focus - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Communication - Speaks and writes clearly and persuasively in positive or negative situations; Listens and gets clarification; Able to read and interpret written information; Varies writing style to meet needs Responds well to questions.
Organizational Skills: Must be able to keep track of tasks, documents, and deadlines with digital and physical organization tools and techniques.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Project Management - Develops project plans; Coordinates projects. Communicates changes and progress. Completes projects on time and on budget. Manages project team activities.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality
Stakeholder Management: Effectively builds and maintains relationships with stakeholders by communicating clearly, managing expectations, and balancing diverse interests to achieve outcomes.
Physical Demands: Works in home office area. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses laptop, headset, printer and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: This position is remote and the employee should ensure a quiet workspace with minimal distractions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Zeiders Enterprises, Inc. is an Equal Opportunity Employer
Compensation is based on geographic location and experience. Wages are available upon request.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c))
