Program Manager II
Location: Millington, TN
Work Setting: Primarily onsite mission support; telework may be limited by task
Clearance/Access: U.S. citizenship required; CAC and background/access processing required; some personnel may require IT-II/T3/T3R-equivalent eligibility and up to Secret clearance as required by assigned duties.

Position Summary
The Program Manager II leads day-to-day execution of a Navy records administration and mission support program supporting the Bureau of Naval Personnel (BUPERS), Navy Personnel Command (NPC), and the MyNavyHR Enterprise. This position is responsible for integrated management of personnel records operations, PERSTEMPO help desk support, Millington Message Center operations, supply and inventory support, customer service workflows, and program reporting. The PM serves as the primary contractor interface to the Government Program Manager, COR, and Technical Advisor, ensuring staffing continuity, quality performance, schedule adherence, issue resolution, and timely delivery of all contract reports and operational outputs. The PM must manage performance in a high-volume environment supporting EMPRS records intake and production, PERSTEMPO casework and reporting, and message-center operations while maintaining compliance with Privacy Act, PII, and Navy security requirements.

Key Responsibilities

• Lead overall contract execution across EMPRS, PERSTEMPO, NPC Message Center, NDAWS support, records requests, document imaging, administrative changes, and related customer support functions.
• Plan, direct, and monitor daily operations, staffing coverage, work allocation, schedules, deliverables, and service quality across all functional areas.
• Serve as the primary day-to-day point of contact with Government leadership and provide status, recommendations, issue escalation, and corrective-action planning.
• Manage project issues, analyze response options, track progress to closure, and document outcomes in weekly and monthly status reports.
• Oversee risk management, quality management, schedule management, and continuity-of-operations readiness, including transition between onsite and offsite support when directed.
• Ensure sufficient onsite staffing for mission-essential functions in an environment where the Government requires substantial onsite support and a minimum daily onsite contractor presence.
• Direct production and performance management for document intake, scanning, validation, metadata accuracy, record requests, urgent administrative actions, help desk support, and message routing activities.
• Ensure compliance with required service levels, including timeliness for urgent actions, customer responses, records fulfillment, scan-batch priorities, and recurring operational reporting.
• Supervise preparation and delivery of required contract outputs, including POA&M updates, weekly and monthly status reports, monthly financial reports, monthly personnel reports, EMPRS production reports, help desk metrics, inventory reports, message center status reports, travel reports, meeting agendas/briefs, meeting minutes, and SOP updates.
• Oversee maintenance and revision of SOPs, work instructions, logs, rosters, process documents, and other operational artifacts to keep procedures current with system, policy, or workflow changes.
• Coordinate with Navy stakeholders, DFAS, PSDs, Ships’ Personnel/Disbursing Offices, PERSTEMPO managers, and other users on claims, account management, reporting, data corrections, and customer service issues.
• Oversee the management of functional mailboxes, Salesforce/CRM tickets, Teams communications, user profiles, permissions, message service requests, and troubleshooting of delivery failures or duplicate traffic.
• Support process improvement efforts, requirements gathering, process mapping, “as-is/to-be” documentation, business rules, CONOPS development, and functional regression testing to ensure changes do not disrupt operations.
• Lead meetings, teleconferences, VTC coordination, and briefings with Government stakeholders and internal team leads.

Required Qualifications

• U.S. citizen with ability to obtain and maintain all required access credentials, CAC, and background/security processing required for contract performance.
• Demonstrated experience managing a multi-function operations support program involving program management, customer support, records or administrative processing, help desk support, or mission support services.
• Experience leading large, onsite service teams and coordinating staffing, surge coverage, and continuity of operations in a deadline-driven environment.
• Experience managing deliverables such as status reports, personnel reports, financial tracking, action-item logs, POA&Ms, SOPs, and executive briefings.
• Strong working knowledge of operational metrics, quality control, issue/risk tracking, and performance improvement.
• Strong written and verbal communication skills, including the ability to brief Government stakeholders and translate operational issues into corrective actions.
• Proficiency with Microsoft Office tools, especially Excel, Word, PowerPoint, Outlook, and collaboration/ticketing platforms.
• Ability to work with sensitive information and comply with Privacy Act, PII, and federal information-handling requirements.

Preferred Qualifications

• Prior experience supporting Navy personnel, records, message-center, or MyNavyHR-related operations.
• Familiarity with EMPRS, OMPF records processing, PERSTEMPO, NDAWS, GOES, C2OIX, BMHS, NMCI functional mailboxes, or CRM tools such as Salesforce.
• Experience with document imaging, records maintenance/corrections, record-request fulfillment, supply/inventory operations, or operational reporting in a Government environment.
• PMP or equivalent program-management certification.
• Experience managing performance in a high-volume production environment with measurable timeliness and accuracy standards.