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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

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 required.

• 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.