Supervisor, Program Operations

IEM is looking for a Full Time – Relocation QC Manager to join our Disaster Recovery team supporting the Puerto Rico Department of Housing Single Family Housing Program. The Relocation QC Manager is responsible for overseeing quality control and quality assurance activities for the Relocation Team, including applicant file audits, workflow monitoring, quality and productivity tracking, corrective follow up, and program reporting. This role works closely with program management, the Grant Manager, PRDOH, Horne representatives, and technical advisors to support compliance with program policies and requirements and ensure established program goals are met.

Primary Location:

• Candidate must live a commutable distance to Guaynabo, Barceloneta, Ponce, Isabela, or Mayagüez, Puerto Rico.
• Work in an IEM office environment with a team.

Essential Functions:

• Customarily and regularly direct the work of at least two full-time employees or their equivalent assigned to the Relocation Quality Control function.
• Maintain direct and ongoing accountability for employee work assignments, performance, development, productivity, work quality, attendance, conduct, and compliance with established requirements.
• Assign, prioritize, distribute, and reassign work based on workload, deadlines, employee capacity, quality concerns, and program priorities.
• Establish and communicate employee responsibilities, performance expectations, quality standards, productivity requirements, and deadlines; monitor performance and provide ongoing coaching, training, feedback, development, and corrective direction as appropriate.
• Address employee performance or conduct concerns within assigned authority and document, escalate, or recommend further action when appropriate.
• Participate in interviewing, assessing, and selecting employees and make recommendations concerning hiring, advancement, promotion, discipline, termination, and other changes in employee status.
• Identify staffing, workload, training, cross-training, and employee-development needs and implement or recommend appropriate actions.
• Oversee the quality-control review of applicant files and Request of Funds packages to verify compliance with applicable program policies, procedures, contractual requirements, regulatory guidance, and established quality standards; determine whether identified deficiencies have been adequately resolved and whether files are appropriate to advance for referral or submission.
• Track files returned for correction or completion and ensure identified deficiencies are assigned, addressed, and resolved within applicable deadlines.
• Escalate policy gaps, unresolved compliance questions, or matters outside assigned authority to the appropriate program, client, legal, compliance, or technical representative.
• Manage day-to-day team workflow, including establishing operational priorities and adjusting employee assignments, review requirements, and deadlines based on workload, file progression, quality concerns, productivity, employee capacity, and program needs.
• Monitor workflow queues, system filters, case status, file progression, backlogs, production indicators, quality measures, and correction activity to identify recurring deficiencies, bottlenecks, compliance risks, and operational inefficiencies.
• Identify recurring quality, compliance, productivity, or process issues and determine or recommend appropriate corrective measures, including additional review controls, tracking mechanisms, training, or workflow adjustments.
• Develop, implement, and maintain quality-control procedures, workflows, standard operating procedures, checklists, templates, job aids, and other operational resources needed to support consistent program execution.
• Implement approved operational changes resulting from updates to program requirements, procedures, systems, client direction, or regulatory guidance.
• Analyze team quality, productivity, workload, file progression, correction activity, and other relevant performance information to identify trends, risks, training needs, and improvement opportunities.
• Maintain applicable trackers, dashboards, and reporting tools; prepare and communicate required operational updates regarding quality, productivity, compliance, staffing, workflow, and program performance.
• Serve as the primary operational point of coordination for the Relocation Quality Control function, working with program management, the Grant Manager, the Puerto Rico Department of Housing, client or partner representatives, technical advisors, and other stakeholders to address quality, productivity, workflow, compliance, and file-progression issues.
• Coordinate with case management, relocation services, finance, compliance, reporting, and other program functions to resolve workflow dependencies and file deficiencies and support timely program execution.
• Participate in applicable quality-control planning, status, operational, and program meetings.
• Provide program-related guidance to homeowners or other participants when assigned and appropriate without displacing the position’s primary responsibility for employee and team management.
• Maintain confidentiality and handle applicant, homeowner, employee, and program information in accordance with applicable requirements.
• Work evenings and weekends when required by program needs.
• Perform other duties as assigned that are consistent with the responsibilities, qualifications, and organizational level of the position.

Minimum Qualifications:

• Experience: Six (6) years of progressively responsible experience in program operations, disaster recovery, housing recovery, relocation, quality control, compliance, workflow management, or a related field.
• Degree: Bachelor’s degree from an accredited college or university in Business Administration, Public Administration, Project Management, Operations Management, Emergency Management, Planning, Finance, Accounting, or a related field; or an equivalent combination of education, training, and directly related experience.
• Bilingual: Ability to read, write, and speak English and Spanish.
• Experience overseeing complex file, documentation, quality-control, or compliance-review processes within a contractual, regulatory, grant-funded, governmental, or client-directed environment.
• Demonstrated experience directly supervising employees, including assigning work, establishing expectations, evaluating performance, providing coaching and corrective direction, and addressing staffing or performance needs.

Preferred Qualifications:

• Background in CDBG housing, FEMA hazard mitigation, disaster recovery, relocation, or comparable federally funded programs.
• Proven ability to supervise quality control, compliance-review, file-review, or funds-request teams.
• Familiarity with supporting programs administered by the Puerto Rico Department of Housing or a comparable housing or disaster-recovery agency.
• Knowledge of requests for funds, financial-review processes, or documented determinations concerning file readiness.
• Demonstrated ability to develop or implement quality-control procedures, operational workflows, reporting tools, and corrective-action processes.
• Proficiency in monitoring production, quality, compliance, workload, and employee-performance measures.
• Prior responsibility for supervising an established project team whose duration is tied to a client engagement, contract, grant-funded program, disaster recovery operation, or defined program phase.

Additional Information:

• Office Locations: Often, these offices are either owned by the client we work with or by IEM. All candidates are expected to follow the rules and regulations of the office in which they are required to work on that project.

Benefits and more:

10 paid Holidays

Vacation Pay

Sick Pay

401 (K) plan with matching

Company paid STD and LTD

Equal Employment Opportunity:

All IEM employment decisions, including recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment, if necessary, are made without regard to an individual’s race, color, religion, creed, sex (including sexual orientation, gender identity, and gender expression), national origin, ancestry, age, physical or mental disability, medical condition, genetic information, pregnancy (including childbirth and related medical conditions), marital status, military or veteran status, citizenship or immigration status, or any other characteristic protected under applicable law.

Reasonable Accommodation:

IEM is committed to providing reasonable workplace accommodations for individuals with disabilities. If you require assistance or reasonable accommodation during any part of the application or employment process, please email [email protected] with specific details about the requested accommodation. All accommodation requests are reviewed case-by-case in compliance with applicable law.