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Senior Program Performance and Quality Officer - HQ Managed Portfolio at Mercy Corps

Senior Program Performance and Quality Officer - HQ Managed Portfolio

Mercy Corps Washington, DC (On Site) Full-Time
Location: Portland ,OR, Washington, DC or US Remote

Valid unrestricted work authorization in the country in which you will be based (United States) is required at the time of application for this position.

Position Status: Full-time, Regular, Exempt

Salary: The salary range for this position is $64,000- $70,000 USD

About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

The Team

This is a new position at Mercy Corps that will be fully dedicated to providing program quality support to Mercy Corps' growing US HQ-managed portfolio. Multiple departments and teams across Mercy Corps' US HQ offices develop proposals and implement donor-funded programs representing an array of donors, including the US Government, Microsoft, Amazon, Facebook and other corporate and foundations partners. Key departments that support the HQ-managed portfolio include the Mercy Corps Technical Support Unit, the Research and Learning team, and the Innovations team, among others.

The Position

The Senior Program Performance and Quality (PAQ) Officer will support program performance and quality functions for the growing portfolio of HQ Managed programs, projects and awards. These activities sometimes follow atypical staffing and implementation arrangements, and therefore will benefit from consistent and predictable implementation support. The incumbent will work in partnership with Program Managers, Global Programs Department teams, Operations teams and Finance Managers to support the design and implementation of HQ-managed programs. They will play a key role in ensuring that these programs are following Mercy Corps' Program Management and Program Record Retention and Filing Policies and associated good practices, and will liaise with HQ program, finance and operational teams to leverage resources and support for program success. The Senior PAQ Officer will support in the development and adoption of procedures and tools to ensure that all HQ managed programs, projects and awards are adequately supported and administered in a consistent and predictable manner.

Essential Responsibilities


? Coordinate among Program Managers or equivalent for all HQ-managed programs to ensure that these programs align to a common vision and a common set of processes in their design and implementation.

? Where needed, lead or support collaboration with partner organizations engaged under HQ-managed programs, projects and awards.

? Initiate and ensure effective communication and coordination across the HQ Managed portfolio and countries where those activities are implemented by informing the country leadership of the program, partnerships, progress and keeping them up to date on learning and best practices.

? Working with the Regional Program Team, contribute to efforts to track the adherence of HQ-managed programs, projects and awards to donor requirements and expectations.

? Lead or support assessments, learning events, or similar processes or outputs for HQ-managed programs.

? Create frameworks for monitoring the status of HQ-managed programs, including both performance tracking and compliance tracking.


? Track whether HQ-managed programs are on time, on scope, and on budget, leveraging existing resources where available.

? As needed, work with Program Managers to support program teams on certain aspects of field-level program management and/ or gap fill for program management roles within specific programs .

? Support all programs' adherence to Mercy Corps' Program Management Policy and its minimum standards. Coordinate associated processes such as minimum standards reporting and program filing. Work with Program Managers to ensure a strong understanding of these standards and how these can be contextualized for different programs.

? As appropriate for specific HQ-managed programs, support Complex Program process administration.

? Leverage opportunities of the HQ-managed portfolio to help departments seek additional funding opportunities.

? Work with Program Managers and teams to ensure they can access, and benefit from, Mercy Corps' Program Management Learning Pathway and that Program Managers are on boarded appropriately.

? Ensure all interventions adhere to Gender and Social Inclusion (GESI) and Do No Harm good practices.


? Work with Monitoring, Evaluation & Learning (MEL) focal points from HQ-managed programs to ensure that each program has a theory of change and/ or results framework and associated basic Monitoring & Evaluation (M&E) plans and indicators. Link M&E focal points to agency MEL resources as needed.

? Support all programs' adherence to Mercy Corps' MEL Policy and standards. Work with Program Managers and/ or M&E focal points to ensure a strong understanding of these standards and how these can be contextualized for specific programs.

? Coordinate the process of setting up HQ-managed programs in TolaData, Mercy Corps' indicator tracking system of record, regularly updating results and evidence in TolaData, and assessing program progress against indicator targets using this information.

? Identify areas where programs can strengthen evidence through focused studies, evaluations, and work with the HQ MEL team to oversee the implementation of those as necessary.

? Organize learning events that allow individual HQ-managed programs to pause and reflect, or that promote learning between HQ-managed programs.

? Assist in the administration of M&E events for specific programs as needed.


? Ensure that each HQ-managed program is familiar with Mercy Corps' Community Accountability Reporting Mechanisms (CARM) Policy and associated standards and resources.

? Work with HQ-managed program teams and partners to determine appropriate CARM feedback channels for HQ-managed programs and projects, to develop associated materials and standard operating procedures, and to institute these feedback channels.

? Work with Program Managers and teams to ensure they can access, and benefit from, Mercy Corps CARM Learning Options and that CARM Focal Points and Program Managers are on boarded appropriately.

? Support programs in CARM analytics, establishing processes for using CARM data for learning and improved programming and prepare regional aggregations and reports

? Support systems to process feedback received through CARM channels in accordance with agency CARM procedures.


? Work with the Regional Program Team and proposal teams to provide additional support to proposals for HQ-managed programs as needed, and to ensure that these incorporate the overall agency approach to its HQ-managed portfolio.

? During the proposal stage, with support from the HQ managed Finance Manager, ensure that HQ managed awards are budgeted and staffed properly for all associated Program Management, MEL and CARM needs.


? Demonstrate flexibility, resilience and ability to maintain positive relationships and composure.

? Maintain high ethical standards and treat people with respect and dignity

Supervisory Responsibility



Reports Directly To: Global Programs Manager

Works Directly With: PaQ Unit, Technical Support Unit, Innovations, Finance, Operations, Office of the CEO, Program Managers, Regional Program Teams, Research and Learning

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualifications & Transferable Skills

? BA/S in relevant field required

? 4+ years of experience with Mercy Corps and knowledge of Mercy Corps' internal grant management policies and procedures strongly preferred.

? 4+ years of experience managing the development, implementation, administrations and compliance of development or humanitarian relief programs (especially of US Government funded grants)

? Extensive experience with Program Quality, monitoring and evaluation, information management and other learning efforts and technical areas

? Experience implementing M&E systems particularly remote monitoring, mobile data collection, and managing evaluations

? Analytical problem solver, with strong experience and understanding of project cycle management and coordination

? Experience with proposal development including support and writing with various donors, particularly US Government, private foundations and corporations

? Competent in building networks, strong problem-solving skills, and ability to influence with effective listening, persuasion, negotiation and other techniques.

? Demonstrated attention to detail, ability to follow procedures, meet deadlines and work independently and cooperatively with team members.

? Fluent written and oral communication in English is required

? Proficiency with MS Office software required

? Project D Pro (or PMD Pro) certification desired, or ability to obtain within the first 6 months

Success Factors

The Senior PAQ Officer is a strong coordinator and facilitator who can influence programs to adopt improved practices without directly supervising program leads. They will be an effective communicator, able to work with internal and external stakeholders to achieve common objectives. They will contribute solid program design, implementation and management experience, and a familiarity with grant administration. They will have the ability to develop and administer processes while maintaining flexibility to adapt these to the needs of each HQ-managed program, project or award. They will also have proven experience with cross-cultural teams and capacity building, individual staff development, and strong mentoring skills. Multi-tasking, prioritizing, creative problem solving and simultaneous attention to detail and strategic vision are essential. A strong capacity to communicate effectively and liaise across headquarters departments is key. The most successful Mercy Corps team members have a strong commitment to teamwork and accountability, thrive in evolving and changing environments and make effective written and verbal communication a priority in all situations.

Living Conditions / Environmental Conditions

The position is based in Portland, Oregon or Washington DC. It may require travel for representation or to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited.

Mercy Corps team members represent the agency both during and outside work hours when deployed in a country office posting or on a visit or Short Term Assignment (STA) to a country office posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and Mercy Corps' policies, procedures, and values at all times and in all in-country venues.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world's most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.

As a safeguarding measure, Mercy Corps screens all potential US-Based employees. This is done following the conclusion of recruitment and prior to assuming full employment.

Our screening process is designed to be transparent and completed in partnership with new Team Members. You will have the opportunity to disclose any prior convictions at the conclusion of the recruitment process before the check is initiated. We ask that you do not disclose any prior convictions in your application materials or during the recruitment process.

Covid-19 Vaccine Policy for US-Based Employees

Mercy Corps has determined that, in an effort to protect the health, safety, and well-being of all Mercy Corps employees working in the United States, all U.S.-based employees must be fully vaccinated for COVID-19, regardless of prior COVID-19 infection status. This policy is necessary to ensure not only the safety of our workforce, but the ongoing functionality of the organization.

This policy will be revised as needed to comply with federal, state, and local requirements, and to respond to changing guidance from public health authorities.

For new employees this requirement goes into effect within 10 business days of employment. Team members that travel are expected to comply with host-country requirements, including vaccinations. Failure to comply may impact your employment. Proof of vaccination or exemption must be provided.

Recommended Skills

  • Active Listening
  • Administration
  • Analytical
  • Assessments
  • Attention To Detail
  • Coaching And Mentoring
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