Program Manager

Founded in 2014 Crossroads Talent Solutions LLC is a veteran-led SBA 8(a) and Service-Disabled Veteran-Owned Small Business headquartered in Maryland delivering trusted program management administrative and mission support services to federal agencies nationwide. For more than a decade we have supported critical operations for partners including the U.S. Army U.S. Air Force U.S. Navy U.S. Marine Corps National Guard Defense Health Agency (DHA) National Oceanic and Atmospheric Administration (NOAA) Small Business Administration (SBA) U.S. Citizenship and Immigration Services (USCIS) U.S. Attorneys Office (USAO) and the U.S. Department of Agriculture (USDA). Known for our integrity transparency and commitment to excellence Crossroads has built a solid reputation as a reliable federal partner dedicated to delivering measurable performance and taking care of the people who make each mission possible.

**Contingent Upon Award**

Position Overview

The Program Manager will oversee contractor operations supporting the CBP Processing and Servicing Center (PSC) in Indianapolis IN. This role focuses on managing HR operations related to personnel processing employee services and administrative support for CBP employees nationwide.

Key Responsibilities

• Lead and manage all contract operations ensuring compliance with SOW requirements
• Act as liaison between contractor team and Government COR
• Oversee HR service delivery including personnel processing payroll support and employee services
• Manage contractor workforce including staffing scheduling and performance management
• Ensure timely completion of personnel actions and resolution of employee inquiries
• Monitor quality accuracy and timeliness of deliverables
• Provide reporting on staffing workload and operational metrics
• Support process improvements and system enhancements
• Coordinate onboarding/offboarding and training compliance for contractor staff
• Manage surge staffing requirements and evolving mission needs

Scope of Work Oversight

• Personnel processing and employee records management
• Payroll and benefits support
• Customer service for employee inquiries (phone/email)
• HR systems management (eOPF NFC SAP etc.)
• Data analytics reporting and compliance tracking
• Front office and administrative HR support

Qualifications

• Bachelors degree preferred
• Minimum 4 years of program/project management experience (HR operations preferred)
• Experience managing HR service delivery or federal personnel processing strongly preferred
• Strong analytical and problem-solving skills
• Proficiency in Microsoft Office Suite and HR systems
• Excellent leadership and stakeholder management skills

Work Environment

• Primarily on-site at CBP Processing and Servicing Center
• May support telework operations based on COR approval
• Collaborative environment supporting nationwide CBP workforce services

Shared Expectations (Both Roles)

• Ability to manage up to 125 staff (and scale up to 300 during surge requirements)
• Ensure compliance with quality standards (accuracy timeliness customer service benchmarks)
• Maintain secure handling of sensitive and PII data
• Support mission-critical operations tied to CBP hiring and workforce management

Benefits

• Medical/Dental/Vision Benefits Offered
• 401k
• Life Insurance plans
• Employee Health and Wellness program

Crossroads Talent Solutions LLC is a Veteran friendly employer and provides equal employment opportunity (EEO) to all employees and applicants without regard to race color religion sex sexual orientation gender identity national origin age disability status genetic information marital status ancestry protected veteran status or any other characteristic protected by applicable federal state and local laws.

Equal Opportunity Employer/Veteran/Disabled