OnSite Manager

On-Site ManagerGuatemala City, Guatemala
Position Type: Full-TimeLocation: Guatemala City, GuatemalaReports To: Task Order Manager, Central America
Position Summary:GDIT is the prime contractor supporting the U.S. Department of State’s Global Support Strategy (GSS) program in 48 countries worldwide. We are seeking an experienced, customer-focused, and results-driven On-Site Manager (OM) to oversee service delivery and operations in Guatemala. The OM serves as GDIT’s primary representative to the U.S. Mission and is responsible for ensuring the successful delivery of all contracted services, including document delivery, courier services, visa fee collection support, visa information services, and greeter operations.
The selected candidate will be based in Guatemala City, Guatemala, and will receive day-to-day management and administrative support from the Task Order Manager, based in San José, Costa Rica, as well as from the GDIT Program Office in Falls Church, Virginia. The position is based at a GDIT-operated facility and requires regular interaction with U.S. Mission personnel, local vendors, subcontractors, and internal stakeholders.
This role combines operational leadership, customer relationship management, team supervision, vendor management, compliance oversight, budgeting, and continuous process improvement.The successful candidate will play a critical role in maintaining high service standards, ensuring customer satisfaction, and supporting the overall success of the GSS program in Costa Rica, and any other Mission assigned.
Key Responsibilities:Serve as the primary point of contact and GDIT representative for the U.S. Mission in Guatemala and any other Mission assigned.Build and maintain strong working relationships with Mission personnel and key stakeholders.Oversee the day-to-day operations of the Document Service Center (DSC), ensuring compliance with contract requirements, company policies, and local regulations.Ensure the effective delivery of all contracted services, including document delivery, courier operations, visa information services, visa fee collection support, and greeter services.Recruit, train, supervise, coach, and evaluate local staff supporting both the U.S. Mission and the DSC.Develop staffing plans and forecasts to support seasonal fluctuations and changing operational demands.Monitor service levels, operational performance, and customer satisfaction metrics, implementing corrective actions when necessary.Manage relationships with local vendors and subcontractors, ensuring performance expectations and contractual obligations are met.Oversee facility operations, maintenance activities, permits, licenses, and regulatory compliance requirements.Prepare and present weekly, monthly, and ad hoc operational reports, metrics, and analyses.Investigate customer service issues and complaints, identify root causes, and implement process improvements.Support training initiatives and develop Mission-specific reference materials for customer support personnel.Coordinate with internal GDIT teams, including program management, operations, finance, human resources, and customer support functions.Support quality assurance activities and ensure adherence to operational standards and best practices.Provide translation and localization support when required.Travel as needed to support business operations and program requirements.
Qualifications and Experience:Bachelor’s Degree in Business Administration, Operations Management, Project Management, Information Technology, or a related field preferred.Minimum of 5 years of progressive management experience in operations, customer service, program management, or a related field.Experience leading customer-facing teams and managing operational performance.Experience managing vendors, subcontractors, and external business partners.Experience developing reports, analyzing data and presenting operational results to stakeholders.Experience managing budgets and operational expenses is preferred.Experience working in multinational, government, or highly regulated environments is highly desirable.
Language Requirements:Fluent in Spanish (written and spoken).Professional working proficiency in English (written and spoken).Excellent verbal, written, presentation, and interpersonal communication skills.
Technical Skills:Advanced proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.Strong analytical, reporting, and data management skills.Ability to quickly learn and effectively utilize operational systems and technologies.Experience with project management tools and methodologies is a plus.
Key Competencies:Leadership and team developmentCustomer relationship managementStakeholder engagement and communicationOperational planning and executionProblem-solving and decision-makingNegotiation and conflict resolutionQuality assurance and continuous improvementOrganizational and time-management skillsAbility to manage multiple priorities in a dynamic environmentIndependent judgment and professional accountability
Security Clearance Requirement:This position requires eligibility to obtain and maintain a U.S. Department of State clearance. Employment is contingent upon successfully completing all required background screening and clearance processes.
Working Conditions:The On-Site Manager will work primarily from the GDIT Document Service Center in Guatemala City and will maintain regular contact with the U.S. Mission and GDIT stakeholders. The position requires frequent interaction with customers, employees, vendors, and government personnel, as well as occasional travel based on operational needs.