Deputy Program Manager

SOSi, a leader in delivering transformational technology, operations, and logistics solutions to federal, state, and civilian agencies, is seeking a Deputy Program Manager (DPM) for our Washington State customer.

This statewide contract delivers in-person (IPI), video remote (VRI), and over-the-phone (OPI) interpretation services across Washington State and selected border zip codes in Oregon and Idaho. The program supports injured workers, providers, and L&I staff through timely, compliant, and high-quality language access services.

The Deputy Program Manager serves as the primary operational and strategic partner to the Program Manager and is responsible for supporting daily program execution, quality management, compliance, financial oversight, workforce operations, and continuous improvement initiatives. This role is intended as a developmental leadership position, preparing the incumbent for future advancement into a Program Manager role.

The ideal candidate is detail-oriented, systems-focused, data-driven, and proactive, with strong leadership and communication skills and the ability to operate effectively in a high-volume, compliance-driven environment.

RESPONSIBILITIES

• Supports the Program Manager in the overall execution, performance, and success of the L&I Language Access Services contract.
• Assists with day-to-day operational management of interpreter scheduling, fulfillment, and service delivery across IPI, VRI, and OPI modalities.
• Organizes, directs, and supports operational and administrative staff activities to meet client expectations, contractual requirements, and performance standards.
• Oversees performance tracking against contractual KPIs and service level metrics, utilizing real-time dashboards, operational reports, and trend analysis.
• Leads and supports program quality management and quality assurance activities, including service quality monitoring, interpreter performance oversight, quality issue trend analysis, corrective action tracking, and continuous improvement initiatives.
• Supports compliance with state regulations, Collective Bargaining Agreement (CBA) requirements, HIPAA, WCAG accessibility standards, and ISO 9001 quality management standards.
• Assists with financial and billing oversight, including invoicing support, revenue tracking, AR aging resolution, and billing dispute management.
• Supports risk and issue management, proactively identifying operational, technical, financial, and compliance risks and assisting with mitigation planning.
• Coordinates cross-functional efforts with internal teams including Help Desk, Resource Operations, Recruiting, Finance, IT/OCTO, Compliance, and Legal.
• Participates in client meetings, operational reviews, audits, and performance briefings.
• Assists with development and maintenance of Program Management Plans, SOPs, reports, and audit documentation.
• Provides leadership, mentorship, and guidance to supervisory and frontline staff.
• Supports recompete and contract extension efforts, including data collection, performance narratives, and operational strategy development.
• Performs other duties and special projects as assigned.

Qualifications

QUALIFICATIONS

EXPERIENCE | EDUCATION

• Bachelor’s Degree in Business Management, Operations Management, Program Management, Public Administration, or related field required, Master’s preferred.
• 5–10 years of progressive experience in operations management, program support, or large-scale service delivery.
• Experience supporting high-volume, customer-facing programs, preferably in government contracting, healthcare, language access, or workforce management.
• Experience working in regulated or compliance-driven environments.
• Strong analytical, organizational, communication, and leadership skills.

REQUIRED SKILLS & COMPETENCIES

• Operational execution and process management
• Performance and KPI monitoring
• Quality assurance and continuous improvement
• Financial awareness and billing support
• Risk and issue management
• Stakeholder and client communication
• Strong written and verbal communication skills
• Proficiency in Microsoft Office (Excel, Word, PowerPoint)

SUGGESTED SKILLS | CERTIFICATIONS

• PMP certification preferred or willingness to obtain (company-supported)
• Experience with workforce scheduling platforms and performance dashboards
• Lean, Six Sigma, or quality management experience a plus

Additional Information

WORK ENVIRONMENT:

• Working conditions are normal for an office environment.
• Fast paced, deadline-oriented environment.
• May require periods of non-traditional working hours including consecutive nights or weekends

About the Company

Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.