Founded in 2014, Crossroads Talent Solutions, LLC is a veteran-led SBA 8(a) and Service-Disabled Veteran-Owned Small Business headquartered in Maryland, delivering trusted program management, administrative, and mission support services to federal agencies nationwide. For more than a decade, we have supported critical operations for partners including the U.S. Army, U.S. Air Force, U.S. Navy, U.S. Marine Corps, National Guard, Defense Health Agency (DHA), National Oceanic and Atmospheric Administration (NOAA), Small Business Administration (SBA), U.S. Citizenship and Immigration Services (USCIS), U.S. Attorney’s Office (USAO), and the U.S. Department of Agriculture (USDA). Known for our integrity, transparency, and commitment to excellence, Crossroads has built a solid reputation as a reliable federal partner dedicated to delivering measurable performance and taking care of the people who make each mission possible.
**Contingent Upon Award**
Position Overview
The Program Manager will oversee contractor operations supporting the CBP Processing and Servicing Center (PSC) in Indianapolis, IN. This role focuses on managing HR operations related to personnel processing, employee services, and administrative support for CBP employees nationwide.
Key Responsibilities
- Lead and manage all contract operations ensuring compliance with SOW requirements
- Act as liaison between contractor team and Government COR
- Oversee HR service delivery including personnel processing, payroll support, and employee services
- Manage contractor workforce, including staffing, scheduling, and performance management
- Ensure timely completion of personnel actions and resolution of employee inquiries
- Monitor quality, accuracy, and timeliness of deliverables
- Provide reporting on staffing, workload, and operational metrics
- Support process improvements and system enhancements
- Coordinate onboarding/offboarding and training compliance for contractor staff
- Manage surge staffing requirements and evolving mission needs
Scope of Work Oversight
- Personnel processing and employee records management
- Payroll and benefits support
- Customer service for employee inquiries (phone/email)
- HR systems management (eOPF, NFC, SAP, etc.)
- Data analytics, reporting, and compliance tracking
- Front office and administrative HR support
Qualifications
- Bachelor’s degree preferred
- Minimum 4+ years of program/project management experience (HR operations preferred)
- Experience managing HR service delivery or federal personnel processing strongly preferred
- Strong analytical and problem-solving skills
- Proficiency in Microsoft Office Suite and HR systems
- Excellent leadership and stakeholder management skills
Work Environment
- Primarily on-site at CBP Processing and Servicing Center
- May support telework operations based on COR approval
- Collaborative environment supporting nationwide CBP workforce services
Shared Expectations (Both Roles)
- Ability to manage up to 125+ staff (and scale up to ~300 during surge requirements)
- Ensure compliance with quality standards (accuracy, timeliness, customer service benchmarks)
- Maintain secure handling of sensitive and PII data
- Support mission-critical operations tied to CBP hiring and workforce management
Benefits
- Medical/Dental/Vision Benefits Offered
- 401k
- Life Insurance plans
- Employee Health and Wellness program
Crossroads Talent Solutions, LLC is a Veteran friendly employer and provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, and local laws.
Equal Opportunity Employer/Veteran/Disabled
