Regional 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 Title: Regional Manager (RM)
Location: Fort Knox KY
Clearance Requirement: Active Tier III Secret Clearance
Employment Type: Full-Time Key Personnel

The Regional Manager (RM) provides operational oversight quality control and field support for USARC Identification Card Offices (ICOs) operating throughout the United States. The RM serves as the primary field management representative responsible for supporting site personnel monitoring performance conducting assessments resolving operational issues and ensuring compliance with DEERS/RAPIDS policies and procedures. The RM also serves as the Common Access Card Mobile Assistance (CACMA) representative.

• Provide direct oversight and support to Site Security Managers (SSMs) Verifying Officials (VOs) and System Operators.
• Monitor operational performance across assigned locations.
• Address operational issues and coordinate timely resolution of service disruptions.
• Ensure uninterrupted support of mission-essential identification card services.

• Conduct virtual and on-site quality control assessments of DEERS/RAPIDS operations.
• Evaluate personnel performance customer service standards and compliance with contract requirements.
• Verify adherence to Army regulations DoD policies and RAPIDS operating procedures.
• Identify operational deficiencies and implement corrective actions.

• Perform CACMA assessments of RAPIDS/DEERS sites.
• Conduct site in-briefs and out-briefs with leadership.
• Provide corrective training and procedural guidance.
• Prepare and submit required assessment reports and trip reports.
• Ensure compliance with identification card issuance and DEERS processing standards.

• Generate production reports and operational metrics for Government review.
• Monitor workstation utilization and performance trends.
• Support weekly and monthly reporting requirements.
• Track staffing status workload trends and service delivery metrics.

• Assist with implementation of new procedures and policy updates.
• Provide operational coaching and training to site personnel.
• Support certification and training efforts for RAPIDS operators.
• Maintain awareness of evolving DoD identification card policies and system updates.

• Support initiatives to improve customer experience and reduce processing wait times.
• Assist in developing recommendations for operational efficiencies and process improvements.
• Coordinate dissemination of policy changes and procedural guidance throughout supported locations.

• Bachelors Degree in Business Management or related field; OR
• Five (5) years of relevant Program Management experience.
• Minimum three (3) years of operational experience processing identification issuance requests and issuing identification badges for building and system access.
• Demonstrated knowledge of DoD CAC issuance DEERS RAPIDS and eligibility verification processes.
• Experience training personnel on identification card issuance systems or comparable DoD systems.
• Active Tier III Secret Clearance.
• Ability to travel to supported locations throughout the United States.
• Ability to perform Common Access Card Mobile Assistance (CACMA) duties.
• Strong leadership communication and analytical skills.

• Prior experience as a RAPIDS Site Security Manager (SSM) or Verifying Official (VO).
• Experience conducting compliance assessments and quality assurance reviews.
• Experience supporting military personnel service programs.
• Familiarity with Army Reserve operations and DEERS/RAPIDS administration.

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