Manager of Program Operations

Description

SUMMARY OF ROLE:

Establishes strategic direction and smooth operation of the programs department and oversees program design and implementation to ensure achievement of annual goals.  Promotes collaboration and alignment with other internal departments and ensures that National Standards of Practice are followed within the department. Manages a case load of mentoring matches which requires monthly calls with the volunteer mentor, parents/guardians and children as well as detailed note taking in order to create and sustain healthy mentoring relationships that result in positive youth development.

Job Duties

ESSENTIAL DUTIES & RESPONSIBILITIES include but are not limited to:

Accountable for program performance.  Monitors operational effectiveness using work flow and tracking systems (i.e. Matchforce); gathers accurate information for reports, tracks performance & develops measures to ensure growth, Minimize BBBS risk and meet annual agency program goals.

Communicates to ED and Board of Directors on matters of program effectiveness, youth outcomes and child safety.  Establishes and ensures a system for quality assurance and youth protection.

Plans, leads and drives implementation of programs designed to increase and strengthen Big and Little match relationships and youth development.  Manages critical service and workflow issues that are impacting the ability to provide quality services.

Drives cohesion with recruitment/partnership and fund development departments to ensure an on-going supply of targeted volunteer candidates and resources to support agency programs.  Leads communications across departments and within departments related to service delivery and customer service to enhance program implementation, communicate policy and assure compliance.

Hires, engages, develops, and holds staff accountable to work efficiently and effectively and to achieve individual and team goals while complying with local polices and national standards of practice.  Establishes and ensures a system and culture of continuous staff learning, development and succession planning.

Leads performance management practices with creation of reports (including statistical results), analysis of trends and issues and presentation of information to different audiences (ED, other agency staff management, Board of Directors) as needed.

Establishes and oversees program segment of agency’s overall budget.  Ensures that all systems required to track and report on program functions due to grant requirements are established and maintained as needed.

Ensures agency develops and maintains an organized, customer-centric service delivery model, (outreach, customer service, enrollment, and match support) reviews and updates as needed.

Surfaces “best practices” that can be integrated into nationwide models for replication and investments. May represent agency at regional or national level.

Through monthly calls and/or in person meetings, determine that elements of child safety, positive relationship and youth development indicators, and signs of a sense of affiliation with the Agency are present within the child/mentor match.

Ensure that potential problems and barriers to success are identified and addressed. Promptly inform supervisor regarding concerns about any factors that may negatively impact the match.

Effectively utilize online database system for recording and reviewing all child/mentor match details.

Provide friendly, approachable customer service and represent the Agency and our mission in a professional and positive manner.

Facilitate initial in-person meetings between Bigs, Littles and parent/guardians in client’s homes. Review ground rules and expectations in order to lay the foundation for a successful relationship.

Skills Required

KNOWLEDGE, SKILLS & ABILITIES

Demonstrated ability to quickly learn about youth development / program design
Demonstrated ability to make presentations that move people to action
Ability to effectively collaborate with other staff.
Ability to use time effectively, focus on details, collect meaningful data and draw solid conclusions.Ability to work independently be a self-starter.
Willing to work flexible hours including evenings and weekends when necessary.

Additional Info

QUALIFICATIONS

Bachelor’s degree required, Master’s degree preferred.
3 – 5 years of related work experience required with progressive management responsibilities preferably at the senior management level.
Previous experience with youth service organizations and with socio-economically diverse populates is preferred.
Oral and written communication skills reflect solid customer service.
Proficiency in Microsoft Office including Word, Outlook and Excel.
Must have a valid U.S. Driver’s License, access to a reliable vehicle and auto insurance, and the ability and willingness to travel.
Ability to successfully pass a background check, including a clean driving record, and other pre-employment screening.

PHYSICAL REQUIREMENTS include but are not limited to:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Able to hear and speak to customers in person and by phone.
Able to see and read on computer screen and paper.

WORK ENVIRONMENT

The work environment is characteristic of a standard office environment.