Program Manager - Custodial

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The Program Manager (PM) is the primary point of contact and accountable leader for the INSCOM custodial contract at Fort Belvoir. The PM oversees all contract operations, staffing, quality, training, customer communication, compliance, and readiness activities across approximately 635,000 square feet in four buildings, including controlled-access and classified environments. The PM ensures all services are performed in accordance with the Performance Work Statement (PWS), schedules/frequencies, security requirements, and customer expectations; leads transition and start-up execution; and drives a stable, responsive, and mission-aligned operation. The PM must obtain and maintain all required site access credentials and an active TS/SCI security clearance. The role operates within ServiceSource's standardized FY27 Custodial Operating Plan, including alignment to the QC SOP, Training SOP, hands-on competency validation model, and applicable ISSA/CMI, BSCAI, and CIMS-GB-informed operational practices.

Primary Duties

The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Serve as the government/customer-facing point of contact for all contract matters and maintain effective communication with designated representatives regarding operations, quality, staffing, security, risks, and performance.
• Direct and manage all custodial operations, personnel, resources, schedules, and workflows to ensure full contract compliance and uninterrupted service delivery.
• Lead implementation of the quality control program, corrective action process, and performance monitoring approach to sustain service standards and continuous improvement.
• Oversee staffing, onboarding, training, labor deployment, and supervisory execution to ensure adequate coverage and readiness across day, evening, and project work windows.
• Ensure compliance with all applicable access, badging, OPSEC, SCIF, TS/SCI, safety, labor, and corporate requirements associated with the contract.
• Manage contract documentation, reporting, customer updates, internal reviews, readiness activities, and issue escalation, including actions required during transition/start-up and stabilization.
• Coordinate support functions as needed, including HR, Security, Training, IT, procurement, supply/equipment readiness, and subcontractor/vendor alignment in support of contract execution.
• Implement and reinforce the ServiceSource QC SOP, Training SOP, and standardized observation/checklist tools applicable to the contract and ensure role-appropriate use of CompuClean/CleanCheck documentation and trend data.
• Ensure employees receive hands-on task training using visual aids, equipment guides, and chemical charts, with supervisory observation, competency validation, and refresher training assigned based on deficiencies, audit findings, and operational changes.

Additional Responsibilities

• Monitor operational risks and implement mitigation plans related to staffing, access, quality, security, safety, and continuity of operations.
• Provide leadership, coaching, and accountability for the Alternate Program Manager, Supervisors, and assigned staff; drive a culture of professionalism, service, and compliance.
• Support customer walkthroughs, audits, inspections, and management reviews. Ensure timely closure of findings or required actions.
• Maintain visibility over supply levels, equipment readiness, service logs, staffing metrics, training completion, and quality trends.
• Ensure immediate escalation and response for mission-impacting, safety-related, access-related, or customer-sensitive issues.
• Support zero-fail adoption expectations for the QC SOP and Training SOP and maintain audit-ready records demonstrating implementation, competency validation, and corrective action follow-through.
• Use available inspection, training, and productivity information to identify repeat deficiencies, reinforce standards, and support continuous improvement across the operation.
• Responsible for ensuring competency validation, refresher training triggers, and auditable training/QC records are maintained in alignment with the Training SOP and QC SOP.
• Comply with corporate, operational, and site-specific custodial policies, procedures, and SOPs, including BBP, CleanCheck/CompuClean systems and standards, the QC Plan, QC SOP training, and applicable safety procedures.
• Perform other responsibilities as assigned.

Qualifications: Education, Experience, and Certification(s)

• High school diploma or General Educational Development (GED) required; bachelor's degree preferred.
• Active TS/SCI security clearance required; ability to meet all applicable access, badging, SCIF, OPSEC, and NISPOM-related requirements.
• Minimum two (2) years of experience and training in similar custodial services within the past five (5) years, consistent with key personnel expectations; broader program or facilities management leadership experience strongly preferred.
• Demonstrated experience overseeing quality, staffing, compliance, and customer-facing performance in a complex custodial or facilities environment.
• Prior experience supporting secure federal, military, or intelligence community environments strongly preferred.
• Baseline certification requirements per the FY27 Custodial Operating Plan Educational Pathway for Management / Quality Control roles: ISSA/CMI Accredited Auditing Professional (AAP), ISSA/CMI Certified Workloading Specialist (CWS), and ISSA/CMI Certified Professional Trainer (CPT).

Knowledge, Skills, and Abilities

• Comprehensive knowledge of custodial operations management, staffing models, schedules/frequencies, quality control, and service delivery in occupied facilities.
• Strong leadership, organizational, and decision-making skills, with the ability to align people, processes, and resources to contract requirements.
• Strong written and verbal communication skills and ability to interface effectively with customers, employees, and corporate support teams.
• Ability to assess risk, prioritize issues, implement corrective actions, and maintain operational continuity under time-sensitive conditions.
• Knowledge of safety, labor, training, and security/compliance requirements applicable to federal and classified work environments.
• Ability to build high-performing teams, reinforce accountability, and drive customer-focused continuous improvement.

Physical Demands

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; use hands and arms; climb or balance; stoop and kneel. The employee is occasionally required to walk and sit. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the environment is generally quiet.

What We Offer - for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person's race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

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