• Supervisor of Program Management

    Posted Date 2 weeks ago(1/7/2019 11:32 AM)
    # of Openings
  • Overview


    We are currently seeking experienced, dynamic and collaborative professionals to serve as a Supervisor of Program Management within our Lifeline team.  Reporting to the Manager of Program Management you will:


    • Supervise staff dedicated to supporting call center operations, eligibility verification of program beneficiaries, quality assurance, and consumer and service provider escalations.


    This is an outstanding career opportunity for an individual interested in a genuine professional challenge in support of a public-spirited mission.



    Working in a creative and fast-paced environment, the Supervisor of Program Management will position the team as Lifeline subject matter experts.  Among others, your responsibilities will include the following:


    • Supervise staff dedicated to program and process design, vendor oversight, eligibility verification, quality assurance, and escalation management.
    • Supervisor tasks that include, but are not limited to:
      • Developing performance metrics
      • Developing and updating standard operating procedures
      • Evaluating staff performance
      • Providing training, guidance, and oversight to staff and Business Processing Outsourcing (BPO) vendor.
      • Establishing task priorities and schedules
      • Managing staff projects
      • Communicating program updates in an oral or written format
    • Resolve issues related to program rules and procedures
    • Research, evaluate, and resolve escalations or requests, including being the intermediary throughout the lifecycle if it requires support from other functional teams
    • Develop, revise, and enhance processes and standard operating procedures related to program design
    • Support Q/A activities
    • Assist management and process owners in the documentation of policies, procedures, job aids, and process flows for manual and automated processes
    • Streamline and align processes and procedures among programs
    • Ensure program quality to mitigate waste, fraud, and abuse within the program
    • Cross-train staff with other program teams
    • Work with IT to develop and enhance program technology
    • Establish relationships with internal and external stakeholders to deliver outreach products
    • Other specific duties as assigned


    About You


    The successful candidate will excel at operating in a diverse and fluid environment, and will be crucial for the success of the Lifeline program.

    • Possess Bachelor’s degree from an accredited institution in a related field
    • Two years of direct management or technical leadership experience
    • 5 to 7 years of experience performing duties similar to those listed above
    • The ability to work in high-pressure situations
    • Demonstrate strong interpersonal skills and have strong verbal and written communication skills
    • Excellent analytical and proven problem-solving skills
    • The ability to develop talent and manage performance
    • The ability to identify and implement continuous process improvement
    • Proficient in the Microsoft Office suite (Word, Excel, Outlook, PowerPoint, Visio)


    Other Preferred Skills/Experience:

    • Experience supporting Call center operations
    • Demonstrated experience with increasingly complex system analysis projects

    About USAC


    Through its administration of the $10 billion Universal Service Fund (USF) programs on behalf of the FCC, USAC works to promote the availability of quality services at just, reasonable and affordable rates and to increase access to advanced telecommunications services throughout the nation. Specifically, the USF programs provide funding for the expansion of telecommunications and broadband access to rural communities and health care facilities, schools and libraries across the country, and low income households. Through program administration, auditing, and outreach, USAC works with contributors, service providers, and program beneficiaries to achieve the program goals articulated by the FCC for each of these programs.


    The FCC has reformed the USF to support further investment in and access to evolving broadband infrastructure, making the programs a primary vehicle to support this critical national priority. USAC, as the administrator of the USF, plays a critical role in supporting the ambitious vision to ensure that all citizens in the United States have access to high-speed broadband. The organization has approximately 500 employees with an operating budget of more than $200 million. USAC works in close partnership with the FCC and other federal and state partners to support the achievement of the USF program goals.


    USAC administers the USF programs—High Cost, Lifeline, Rural Health Care, and Schools and Libraries. USAC strives to provide efficient, responsible stewardship of the programs, a key national asset in making important telecommunications and Internet services available to consumers, health care providers, schools, and libraries throughout the United States. The program divisions are supported by additional USAC personnel in Finance, General Counsel, Information Systems, Internal Audit, the Enterprise Program Management Office and Human Resources. Consistent with FCC rules, USAC does not make policy for or interpret unclear provisions of statutes or the FCC’s rules.


    Universal service is paid for by contributions from telecommunications carriers, including wireline and wireless companies, and interconnected Voice over Internet Protocol providers, including cable companies that provide voice service, based on an assessment of their interstate and international end- user revenues. These contributions are most typically passed through to consumers through a universal service fee line item on their telephone bills.


    Additional information on USF programs can be found at: http://www.usac.org/about/about/who-we- are/default.aspx


    USAC offers a comprehensive benefits package, ongoing professional development opportunities, including vacation and sick leave.


    USAC is an Equal Opportunity Employer. Only principals will be accepted. No agencies please.


    To apply, please submit a cover letter and resume, click the “Apply For This Job Online” button.


    USAC employees are passionate about our mission. Our work contributes to the success of all Americans. We’ve worked together to build a culture that is collaborative, ambitious, outcome-oriented, and feedback-focused.



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