Interim Program Manager - Back Office Program Management
AMA Consulting Group
RemoteRemoteContract
Job Description
Job Title: Service Line Manager Back Office Support
Department: Program Management
Reports To: Vice President of Operations and Performance
Location: Hybrid within an approved employment state
FLSA Classification: Salary and Exempt
Objective of the Position:
The Service Line Manager is a highly analytical, process driven operational leader responsible for driving measurable performance outcomes across a defined portfolio. Success in this role is achieved through disciplined operational oversight, rigorous financial management, and databased decision making.
This position requires a leader who can optimize productivity, ensure compliance with HUD and IRS regulatory requirements (HCV, LIHTC, PIH, SEMAP, HQS and NSPIRE), and sustain audit ready operations at all times. The Service Line Manager builds trusted client relationships, leads teams with clarity and accountability, and ensures all work is delivered with consistent quality, accuracy, and efficiency.
Success in this role is defined by the ability to deliver profitable performance, ensure operational consistency, maintain strong client relationships, and lead high performing teams with clarity, accountability, and structured decision making.
Key Responsibilities
Financial and Performance Management
Own revenue, margin, and profitability outcomes across the service line.
Monitor and optimize utilization, realization, and billability through structured workforce planning.
Forecast capacity and staffing using data driven models and workload trends.
Ensure all projects are delivered on time, on budget, and within scope.
Identify performance risks early through metric tracking and implement corrective plans promptly.
Make decisions grounded in data to balance financial outcomes and operational quality.
Operational and Delivery Excellence
Oversee day to day operations, resource allocation, and workload balancing with clear processes.
Maintain rigorous quality control standards, KPIs, and performance dashboards.
Standardize workflows, templates, playbooks, and operating procedures.
Lead structured root cause analysis and escalations to prevent service disruptions.
Ensure consistent execution, predictable outcomes.
Drive continuous audit readiness across all applicable HUD and IRS programs.
Client Leadership and Relationship Management
Lead data supported client communication built on transparency, trust, and operational predictability.
Resolve issues efficiently using objective evidence and structured problem solving.
Identify opportunities for service improvement, optimization, and portfolio growth.
Support contract stability through accurate reporting, forecasting, and performance documentation.
Understand each client’s risk profile, financial value, and service requirements.
Team Leadership and Development
Provide structured coaching, performance management, and development for team members.
Address performance issues promptly using measurable standards and clear expectations.
Build strong bench strength and develop future leaders.
Establish clarity around roles, goals, workflows, and accountability standards.
Model ownership, professionalism, and disciplined operational leadership.
Strategic Execution and Continuous Improvement
Lead initiatives that improve efficiency, scalability, and workflow optimization.
Support adoption of technology, tools, and systems to improve operational performance.
Use data analytics and process evaluations to drive continuous improvement.
Align service line performance with organizational goals and compliance requirements.
Required Qualifications:
Bachelors degree in Public Administration, Business Administration, Housing Management, or a related field (Masters degree preferred).
7plus years of project management experience, including oversight of complex, multiphase initiatives.
7 plus years of experience in HUD or Affordable Housing program operations, such as eligibility processing, recertifications, SEMAP administration, quality control, and audit readiness within HCV, PBV, RAD, LIHTC, etc. preferred programs
7plus years of supervisory or managerial experience in a customer service focused, high volume operational environment.
Required Certifications
Candidates must possess or be willing to obtain the following certifications to support operational excellence, compliance accuracy, and leadership capability within the service line:
PMP (Project Management Professional) or CAPM (Certified Associate in Project Management)
Agile Project Management certification or equivalent
Financial Management training or certification
Housing program certifications such as HCV, PBV, LIHTC, PBRA, RAD, PIH, or equivalent
EIV System Training
Fair Housing Certification
Rent Calculation & Verification Training
SEMAP Training
HQS and NSPIRE or related HUD compliance coursework
Series 6 Leadership Certification
Supervisor Development Series and Tracks
Strategic Operations Leadership
HR Compliance Essentials for Managers
Supervisor Fundamentals
Manage People Performance Certification
Leadership development programs
Compliance refreshers
Technical skills training
Industry specific continuing education
Qualifications & Competencies
The ideal candidate will demonstrate a strong combination of analytical capability, operational discipline, leadership maturity, and data driven decision making. Key qualifications and competencies include:
Demonstrated ability to manage business performance through structured processes and data analytics.
Strong financial and operational acumen, including forecasting, productivity optimization, and capacity planning.
Proven experience improving workflows, implementing SOPs, and increasing process efficiency across teams or programs.
High operational discipline with the ability to ensure consistent execution, accuracy, and compliance.
Strong leadership abilities, including performance management, strategic planning, and confident, accountable decision making.
Ability to lead teams effectively in high volume, fast paced operational environments.
Proven capability to maintain team focus, clarity, and motivation under pressure.
Natural ownership mindset, taking initiative, driving solutions, and proactively addressing performance concerns.
Executive level communication and presence, with the ability to build trust and influence at all organizational levels.
Exceptional interpersonal skills with the ability to manage public relations and maintain strong client, stakeholder, and employee relationships.
Skilled in leading difficult conversations, managing escalations, and representing the organization professionally in high stakes situations.
Proficiency in project management methodologies, tools, and program office operations.
Ability to standardize processes, enhance efficiency, and drive continuous improvement.
Demonstrated capability to scale operations through structured systems, workflows, and technology adoption.
High adaptability and flexibility, including willingness to travel or relocate as needed.
Ability to create stability, clarity, and order within dynamic or fast changing environments.
Understanding of HUD and IRS regulatory programs preferred (HCV, LIHTC, SEMAP, HQS and NSPIRE) or demonstrated ability to learn complex compliance frameworks quickly.
Travel Requirement:
Regular Travel, 50% up to 80%, to conduct on site program reviews, staff training, and stakeholder engagement nationwide.
Core Values Alignment
Every role requires Core Values alignment to find success at AMA Consulting Group.
Integrity • Highest ethical standards in all our actions • Building a foundation of trust with our clients and our team • Demonstrating reliability and Credibility in every aspect of our work • Maintaining honesty and trust
Ownership • Taking responsibility and accountability for our actions • Being custodians of our collective success with care and determination • Recommitting to our goals and responsibilities with every challenge
Results Driven • Making empowered decisions that drive positive impactful solutions. • Keeping the success of our clients as the primary goal • Stretching the limitations of what is possible.
Service Excellence • Striving to exceed expectations in every interaction. • Going the extra mile by choice, not obligation • Creating positive lasting impressions and meaningful outcomes
Equal Employment Opportunity Statement:
AMA Consulting Group is an Equal Employment Opportunity employer. We are committed to providing a work environment free from discrimination and harassment. We ensure equal opportunity for all applicants and employees regardless of race, color, religion, sex, national origin, age, disability, or genetic information.
If you require accommodation to apply for a position, please contact our HR department at [email protected].
Please note that this job description isn't intended to cover every task or responsibility that might arise. Additional duties may be assigned as needed to support the evolving needs of the organization.
Department: Program Management
Reports To: Vice President of Operations and Performance
Location: Hybrid within an approved employment state
FLSA Classification: Salary and Exempt
Objective of the Position:
The Service Line Manager is a highly analytical, process driven operational leader responsible for driving measurable performance outcomes across a defined portfolio. Success in this role is achieved through disciplined operational oversight, rigorous financial management, and databased decision making.
This position requires a leader who can optimize productivity, ensure compliance with HUD and IRS regulatory requirements (HCV, LIHTC, PIH, SEMAP, HQS and NSPIRE), and sustain audit ready operations at all times. The Service Line Manager builds trusted client relationships, leads teams with clarity and accountability, and ensures all work is delivered with consistent quality, accuracy, and efficiency.
Success in this role is defined by the ability to deliver profitable performance, ensure operational consistency, maintain strong client relationships, and lead high performing teams with clarity, accountability, and structured decision making.
Key Responsibilities
Financial and Performance Management
Own revenue, margin, and profitability outcomes across the service line.
Monitor and optimize utilization, realization, and billability through structured workforce planning.
Forecast capacity and staffing using data driven models and workload trends.
Ensure all projects are delivered on time, on budget, and within scope.
Identify performance risks early through metric tracking and implement corrective plans promptly.
Make decisions grounded in data to balance financial outcomes and operational quality.
Operational and Delivery Excellence
Oversee day to day operations, resource allocation, and workload balancing with clear processes.
Maintain rigorous quality control standards, KPIs, and performance dashboards.
Standardize workflows, templates, playbooks, and operating procedures.
Lead structured root cause analysis and escalations to prevent service disruptions.
Ensure consistent execution, predictable outcomes.
Drive continuous audit readiness across all applicable HUD and IRS programs.
Client Leadership and Relationship Management
Lead data supported client communication built on transparency, trust, and operational predictability.
Resolve issues efficiently using objective evidence and structured problem solving.
Identify opportunities for service improvement, optimization, and portfolio growth.
Support contract stability through accurate reporting, forecasting, and performance documentation.
Understand each client’s risk profile, financial value, and service requirements.
Team Leadership and Development
Provide structured coaching, performance management, and development for team members.
Address performance issues promptly using measurable standards and clear expectations.
Build strong bench strength and develop future leaders.
Establish clarity around roles, goals, workflows, and accountability standards.
Model ownership, professionalism, and disciplined operational leadership.
Strategic Execution and Continuous Improvement
Lead initiatives that improve efficiency, scalability, and workflow optimization.
Support adoption of technology, tools, and systems to improve operational performance.
Use data analytics and process evaluations to drive continuous improvement.
Align service line performance with organizational goals and compliance requirements.
Required Qualifications:
Bachelors degree in Public Administration, Business Administration, Housing Management, or a related field (Masters degree preferred).
7plus years of project management experience, including oversight of complex, multiphase initiatives.
7 plus years of experience in HUD or Affordable Housing program operations, such as eligibility processing, recertifications, SEMAP administration, quality control, and audit readiness within HCV, PBV, RAD, LIHTC, etc. preferred programs
7plus years of supervisory or managerial experience in a customer service focused, high volume operational environment.
Required Certifications
Candidates must possess or be willing to obtain the following certifications to support operational excellence, compliance accuracy, and leadership capability within the service line:
PMP (Project Management Professional) or CAPM (Certified Associate in Project Management)
Agile Project Management certification or equivalent
Financial Management training or certification
Housing program certifications such as HCV, PBV, LIHTC, PBRA, RAD, PIH, or equivalent
EIV System Training
Fair Housing Certification
Rent Calculation & Verification Training
SEMAP Training
HQS and NSPIRE or related HUD compliance coursework
Series 6 Leadership Certification
Supervisor Development Series and Tracks
Strategic Operations Leadership
HR Compliance Essentials for Managers
Supervisor Fundamentals
Manage People Performance Certification
Leadership development programs
Compliance refreshers
Technical skills training
Industry specific continuing education
Qualifications & Competencies
The ideal candidate will demonstrate a strong combination of analytical capability, operational discipline, leadership maturity, and data driven decision making. Key qualifications and competencies include:
Demonstrated ability to manage business performance through structured processes and data analytics.
Strong financial and operational acumen, including forecasting, productivity optimization, and capacity planning.
Proven experience improving workflows, implementing SOPs, and increasing process efficiency across teams or programs.
High operational discipline with the ability to ensure consistent execution, accuracy, and compliance.
Strong leadership abilities, including performance management, strategic planning, and confident, accountable decision making.
Ability to lead teams effectively in high volume, fast paced operational environments.
Proven capability to maintain team focus, clarity, and motivation under pressure.
Natural ownership mindset, taking initiative, driving solutions, and proactively addressing performance concerns.
Executive level communication and presence, with the ability to build trust and influence at all organizational levels.
Exceptional interpersonal skills with the ability to manage public relations and maintain strong client, stakeholder, and employee relationships.
Skilled in leading difficult conversations, managing escalations, and representing the organization professionally in high stakes situations.
Proficiency in project management methodologies, tools, and program office operations.
Ability to standardize processes, enhance efficiency, and drive continuous improvement.
Demonstrated capability to scale operations through structured systems, workflows, and technology adoption.
High adaptability and flexibility, including willingness to travel or relocate as needed.
Ability to create stability, clarity, and order within dynamic or fast changing environments.
Understanding of HUD and IRS regulatory programs preferred (HCV, LIHTC, SEMAP, HQS and NSPIRE) or demonstrated ability to learn complex compliance frameworks quickly.
Travel Requirement:
Regular Travel, 50% up to 80%, to conduct on site program reviews, staff training, and stakeholder engagement nationwide.
Core Values Alignment
Every role requires Core Values alignment to find success at AMA Consulting Group.
Integrity • Highest ethical standards in all our actions • Building a foundation of trust with our clients and our team • Demonstrating reliability and Credibility in every aspect of our work • Maintaining honesty and trust
Ownership • Taking responsibility and accountability for our actions • Being custodians of our collective success with care and determination • Recommitting to our goals and responsibilities with every challenge
Results Driven • Making empowered decisions that drive positive impactful solutions. • Keeping the success of our clients as the primary goal • Stretching the limitations of what is possible.
Service Excellence • Striving to exceed expectations in every interaction. • Going the extra mile by choice, not obligation • Creating positive lasting impressions and meaningful outcomes
Equal Employment Opportunity Statement:
AMA Consulting Group is an Equal Employment Opportunity employer. We are committed to providing a work environment free from discrimination and harassment. We ensure equal opportunity for all applicants and employees regardless of race, color, religion, sex, national origin, age, disability, or genetic information.
If you require accommodation to apply for a position, please contact our HR department at [email protected].
Please note that this job description isn't intended to cover every task or responsibility that might arise. Additional duties may be assigned as needed to support the evolving needs of the organization.