Senior Advisor, Operations Program Manager, OPM (P4)

Summary

The Senior Advisor, Operations Program Manager (OPM) contributes thought leadership to the key pillars of Operational Excellence (OE), including Strategy, Culture, and Methodology/Process; and key operational functions including the resources, processes, and tools essential to effective workflow management and delivery of business value.

You will work to ensure that existing processes and ways of working run smoothly, making it possible for staff to intervene with improvements and changes when necessary, and wherever possible, before systems and processes impede progress or break down. In addition, you serve as an OE champion within the Business & Technology Solutions (BTS) division, driving a culture of excellence, a constancy of purpose and operation, and a focus on value within BTS.

You will plays a key role supporting a BTS portfolio and works with multi-disciplinary product teams composed of User Experience (UX) Product Managers, UX Business Analysts, Solutions Architects, Data Stewards, and others, to ensure the success of product releases as well as impact to the overall Agency mission.

What You’ll Be Doing (Essential Duties)

Workflow Management (50%)

• Ensure defined BTS end-to-end workflow is operating as designed and maintain oversight of deliverables (particularly where a formal product or project manager is not assigned); identify opportunities for continuous improvement of workflow process.
• Plan sprints, identifying key issues and tasks, and assigning ownership to same.
• Support the smooth operation of product delivery through the effective use of workflow tools, triage requests, provide customer support, and maintain regular touchpoints with specific business stakeholders.
• Partner with the UX Product Manager, among others, to prioritize and influence enhancements, support the product strategy, prepare stakeholder communications, and provide updates on release progress.
• Work closely with UXPMs, Solution Architects, among others, to support the development of product roadmaps for systems within their portfolio, ensuring technology stays up to date with security and technology updates, and to optimize business and technology goals.
• Champion technology/software upgrades within assigned portfolio (including functionality upgrades, software & platform fixes, and security patches), working together with Subject Matter Experts (SMEs) across BTS to schedule and execute the upgrade.
• Develop and maintain product release boards, utilizing Jira.
• Coordinate scrums and other internal meetings to conduct product backlog review, address impediments, and share updates.
• Monitor end-to-end portfolio progress, staff utilization, workload, overtime hours, highlight risks to timelines and suggest improvements utilizing Jira and other tools.
• Maintain work documentation in prescribed tools and hold staff accountable for providing input and updates as needed.
• Use best practices and knowledge of internal or external business processes to improve solution delivery.
• Serve as a primary resource around workflow best practices, the use of key workflow tools, and other BTS core operational processes and procedures.
• Drive reporting on BTS portfolio key performance indicators (KPIs) to successfully manage the health of systems within the portfolio; as well as insights to continuously improve operational excellence and the overall health of the BTS organization.
• Manage vendors within the portfolio to maintain strong relationships, track budget, hours, workload, overtime if applicable, and ensure compliance with technology requirements, security and protection protocols and scope of contracted deliverables.
• Coordinate with Enterprise Health & Support Teams and Integration & DevOps Team to implement best practice technology support and maintenance strategies and readiness of product releases.
• Identifying interdependencies between portfolios to avoid duplication or work and optimize sequencing of work appropriately.
• Mentor staff on workflow management best practices and strategies for success.
• Champion and coach BTS staff in the adoption, best practice, and usage of specific operational tools, including Jira, Confluence, SharePoint, and the Center of Excellence, among others.

Resource Management (30%)

• Oversee detailed resource plans, collaborating with staff and managers to ensure resource projections are accurate, and staff can deliver on their commitments within allocated timeframes.
• Ensure that the right resources are available and assigned to the right project roles in coordination with functional managers.
• Advise on solving complex resource dependencies, identify gaps and mitig