On‑Site Manager

About the role

CSRA is seeking an experienced, customer‑focused On‑Site Manager to lead service delivery for the U.S. Department of State’s Global Support Strategy program in Costa Rica. Based in San José, the manager will act as the primary CSRA representative to the U.S. Mission and ensure the seamless operation of document delivery, courier, visa fee collection, visa information, and greeter services.

Key responsibilities

• Serve as the main point of contact for the U.S. Mission and any additional missions assigned.
• Oversee daily operations of the Document Service Center, ensuring compliance with contract terms, company policies, and local regulations.
• Manage delivery of all contracted services, including courier operations and visa‑related support.
• Recruit, train, supervise, coach, and evaluate local staff.
• Develop staffing plans to address seasonal and operational fluctuations.
• Monitor service levels, performance metrics, and customer satisfaction, implementing corrective actions as needed.
• Maintain relationships with local vendors and subcontractors, ensuring contractual obligations are met.
• Oversee facility maintenance, permits, licenses, and regulatory compliance.
• Prepare and present operational reports and analyses.
• Investigate service issues, identify root causes, and drive process improvements.

Required profile

• Bilingual: native or fluent Spanish and professional working proficiency in English (written and spoken).
• Proven experience in operational leadership, customer relationship management, and team supervision.
• Strong analytical and problem‑solving abilities.
• Ability to work collaboratively with U.S. Mission personnel, local vendors, and internal stakeholders.

Required skills