Mgr Operations and Service Delivery

Manager, Operations And Service Delivery

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector.

The Manager, Operations and Service Delivery supports operational functions for the South Region case management portfolio. This role assists in managing case management project operationsincluding data operations, product coordination, and customer service supportto ensure timely, high-quality delivery across the region.

Strategic & Operational Leadership + Support

Business operations activities across the South region's portfolio under the guidance of senior leadership. Assist in identifying technology improvements and contribute to recommendations for evolving business needs. Monitor assigned projects for alignment with strategic goals and communicate updates to relevant teams.

Service Delivery

Coordinate regional service delivery operations, ensuring processes are followed consistently. Collaborate with functional teams to ensure services meet client needs and contractual obligations. Recommend operational adjustments based on changing business needs. Ensure all reported issues are documented via approved task management tools (Zendesk for client-facing, Jira for internal). Serve as the direct project manager for assigned projects.

Client Engagement & Satisfaction

Support cross-functional teams in delivering high-quality, on-time services related to EDPlan system features. Understand assigned project-specific business initiatives and assist in addressing client pain points. Help clients derive value from services and escalate unresolved issues as needed. Collaborate with the Client Management team to resolve escalated issues and risks, serving as an escalation point for project-prioritization concerns. Identify and escalate unresolved risks or issues to senior leadership as needed.

Risk, Issue & Escalation Management

Work with Functional, Development, and Client Management teams to resolve escalated issues and risks in a timely manner. Support continuity of service delivery by identifying and escalating resource constraints to senior leadership. Identify and escalate risks that may impact project timelines or expectations.

Team Leadership & Development

Support cross-functional teams in managing their activities and new work efforts according to defined service delivery processes. Train and coach any direct reports on their duties and responsibilities, developing and delivering onboarding plans for new team members with rigorous support systems. Monitor assigned projects for alignment with strategic goals and communicate updates to relevant teams.

Reporting & Analytics

Provide updates to senior leadership on project status and resource needs. Coordinate with Client Management Team to report account information and impacts.

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave. PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

EEO Statement : Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and / or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.