The Director of Program Operations is responsible for effective and efficient program delivery including, but not limited to, the application and on boarding process, customer service, safety and risk management, and event execution. S/he will be responsible for managing a team tasked with streamlining the processes supporting program execution, while ensuring consistently high standards.
Reporting directly to the Vice President of Programs, the ideal candidate is an experienced manager who is resourceful and results-oriented; a detailed project manager who can balance both strategy and program management to continuously enhance program quality and consistency. They bring experience working with students and families in an out-of-school setting and a commitment to Girls Who Code's mission.
The successful candidate has at least seven (7) years of demonstrated experience in operations and/or program or project management, preferably at an organization providing direct service.
* Hire, manage, coach, and develop members of the Program Operations team * Identify and manage key performance metrics; foster a data-driven culture within the team and in collaboration with other teams * Foster a culture of analysis, transparency and consistent communication in support of stronger ideas and quality execution for the girls in our program * Conduct performance reviews, and support learning plans and development goals
Systems and Infrastructure
* Identify key systems and process improvements necessary for high-quality program execution; reevaluate systems and processes on a regular basis to forecast necessary future modifications * Orient the team to anticipate continued growth and scale in their approach to every facet of their work * Ensure continued collaboration and communication with the Systems OperationsTeam to improve efficiency and performance of systems; develop short and long-term plans to support the development of new operational systems * Oversee the management of all program applications, stipend and onboarding systems * Identify and provide solutions to operational challenges as they arise; support the team in being able to quickly make mid-course corrections * Ensure that operational efforts are codified allowing us to effectively iterate on current work
Program Logistics and Event Management
* Collaborate with VP, Programs on strategic planning and budget * Manage team responsible for all partner & program logistics, including identifying vendors, managing budget, responding to partner, student, and family needs, and sharing equipment across programs as necessary * Manage team responsible for coordinating all engagement opportunities including guest speakers, field trips and workshops for all programs * Maintain a pulse on peer organizations, trends in quality programming and align Girls Who Code with best practices and innovations in event execution
Customer Service and Safety & Risk Management
* Manage customer service team providing best-in-class customer service to students, parents, facilitators and families * Identify and manage new customer service platforms and delivery methods at scale as our program constituents increase year over year * Develop and manage escalation procedures ensuring student safety * Develop and manage social service support for students and families * Work with GWC legal team to verify processes and documentation (i.e. enrollment forms, background checks, consent forms, etc.)
* Bachelor's degree or equivalent, applicable work experience required * 7 years relevant work experience; preferably in nonprofit operations management with an education or youth development focus * Experience working with complex operations, workflows, and systems * Equal knowledge and passion for creating, managing, and adapting operational structures and systems for maximum efficiency * Impeccable project management skills * Ability to see the larger context and impact of plans and actions taken * Strong team management experience and a demonstrated ability to lead, motivate, develop, and advocate for team members in alignment with the organization's values, mission and goals * Demonstrated ability to provide constructive performance feedback and effectively recommend and communicate needed improvements * Impeccable integrity and trustworthiness, with an ability to handle sensitive information and situations effectively and confidentially * Knowledge of and/or interest in computer science, technology, and/or education preferred * Experience with Salesforce, ZenDesk, Campaign Monitor, SurveyGizmo preferred * Demonstrated respect for diversity and multicultural sensitivity * Personal qualities of warmth, dependability, responsiveness, initiative, flexibility, knowledge, and credibility * Passion for our mission and a belief that all girls can code
Girls Who Code is committed to building a truly diverse and inclusive organization with a focus on valuing, serving, and understanding our target constituents, while challenging all stakeholders to think inclusively for the betterment of our programs.
Girls Who Code is an equal opportunity employer committed to a policy of equal treatment and opportunity in every aspect of its hiring and promotion process without regard to race, color, creed, religion, sexual orientation, partnership status, gender and/or gender identity or expression, marital, parental or familial status, national origin, ethnicity, veteran or military status, age, disability, or any other legally protected basis. Racial and ethnic minorities and men are encouraged to apply for vacant positions at all levels. GWC is not able to sponsor employment visas.
Associated topics: chief executive, chief executive officer, chief information officer, chief technology officer, co founder, director, president, senior director, vice president
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.