CQA Partner Manager - Military veterans preferred

2018-10-25
General Dynamics Information Technology (www.gdit.com)
Other

/yr

  full-time   employee


Dallas
Texas
United States

Make your mark in history and join our mission to support the 2020 Census.


General Dynamics Information Technology is currently looking for CQA Partner Manager to join our team in Irving, TX.  The program will support Customer Service Representatives who use scripted responses to answer questions from the public, entering information required to process fulfillment requests for Census forms, and collecting and entering Census data into an Internet Self Response (ISR) instrument. The information will be entered into screens on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.

 

The Census Questionnaire Assistance (CQA) Partner Managers will oversee various aspects of vendor or subcontractor delivery. Located at a contact center operated by a vendor or subcontractor, they will be the senior operations manager on-site, and represent GDIT’s interests.  They will manage Service Level Agreements (SLAs) for vendor or subcontractor contact center operations, vendor or subcontractor performance, vendor or subcontractor contract financials, invoicing, contract compliance, and Statement of Work (SOW) modifications as needed.

 

Duties and Responsibilities:

  • Reports to the Senior Operations Partner Director.
  • Understand the client requirements and contract for deployment, and assist with implementation of the CQA Contact Center Deployment Plan and development of the deliverables, work products, and standard operating procedures (SOPs) associated with the plan
  • Manage and be responsible for the successful completion of all tasks in assigned program area including technical work, financial and business development activities
  • Assure quality of program products, services, and deliverables, including participating in reviews, audits, and site visits
  • Perform business development activities, including the preparation and review of technical and cost proposals
  • Serve as liaison between the GDIT CQA team and the vendors or subcontractors to support operations
  • Escalate issues to the CQA Program Manager and the Contracts/Subcontracts Administrator.
  • Conduct business reviews with the vendors or subcontractors on a timely basis
  • Coordinate SOW creation for new partners, SOW updates for existing partners
  • Submit Purchase Requisitions to Supply Chain management for PO creation/updates and ensure timely completion/delivery to vendor or subcontractor by the Buyer
  • Manage partner metrics as identified in SLAs
  • Facilitate Weekly Performance Meetings with partner companies
  • Manage Contract Financials
  • Track invoices through Kofax to insure accuracy and timely payment by GDIT.
  • Manage Contract Compliance
  • Manage Small Business Compliance
  • Prepare and provide various reports and technical reviews to senior management as requested.
  • Ensure compliance with relevant corporate and government policies and standards.
  • Some travel to contact center locations and customer sites is required.
  • May be required to work holidays, evenings and/or weekends.
  • Participate in special projects as required.

 

 

Qualifications:

  • 8-10 years of related experience, including supervisory experience.
  • Professional certification (PMP) preferred.
  • Effective management skills.
  • Ability to manage mualtiple projects simultaneously.
  • Effective business development skills including proposal development and preparation.
  • Effective communication skills.
  • Detailed knowledge of relevant government regulations and standards.

SKILLS AND ABILITIES

  • Advanced knowledge of project management, including managing a detailed project plan.
  • Demonstrated experience in startup and close out of contact centers.
  • Advanced knowledge of contact center operational processes, methods and best practices.
  • Communicate effectively with multiple levels within and outside of the organization.
  • Effective management skills.
  • PC skills required, including MS products (Word, Excel, Project, PowerPoint, and Visio).
  • Working knowledge of relevant technologies, as required.

 

UNIQUE/ADDITIONAL REQUIREMENTS

Ability to pass United State Census Bureau suitability assessment.

 

WORKING CONDITIONS:

 

The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

 

Work may require some physical effort in the handling of light materials, boxes, or equipment.

 

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

 

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

 

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

 

#DICE
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Education:

Bachelor's Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.