Manager, Program Operations and Community Support

Job description

Reporting to the Senior Director, Program Operations, the Manager of Program Operations and Community Support will support operational strategy and execution across participant and community support, inbound support systems, knowledge management, incentives and compliance operations, and selected 18+ community and program operations. The role will oversee Inbound Support Specialists and part-time community moderators; own participant and community escalation processes; manage support workflows, FAQs, macros, training resources, and knowledge-management practices; and oversee K-12 and 18+ incentive strategy and related terms and conditions. The ideal candidate will be self-directed and resourceful, flexible and responsive to organizational change, and a cross-functional project manager who can balance strategy and program management to continuously enhance quality, safety and consistency. Strong communication skills, customer service orientation, and the ability to spot inefficiencies and integrate cross-functional feedback into practical solutions are needed for this role. We are also seeking a candidate with experience managing remote teams and leading the adoption of new technical systems. They also bring customer service experience and a commitment to Girls Who Code's mission. **This is a NYC based, hybrid role, requiring 2 in-office days per week.** ### Key Responsibilities: **Participant & Community Support** - Manage and support the Inbound Support Specialist team and part-time community Discord moderators, including coverage, training, and performance management. - Own participant and community support and escalation, ensuring timely resolution and clear coordination across teams. - Analyze participant needs, trends, and feedback to identify opportunities to improve the support experience, decision-making, and service quality. - Partner with program and community stakeholders to clarify needs, ownership, communications, and day-to-day execution. **Systems, Processes & Operations** - Own administration of participant support systems and workflows, including assignments, routing, escalation configuration, and coordination with Technology on system improvements. - Manage shared knowledge resources and support assets, including FAQs, macros, training materials, and other tools that enable consistent participant and community support. - Manage external fulfillment partners, including swag manufacturers, Kotis, and Amazon, to oversee ordering, inventory, fulfillment, distribution, vendor performance, and issue resolution for swag and incentives. - Lead terms and conditions and incentive operations for K-12 and 18+ programs, including strategy, timelines, eligibility, distribution, and compliance with approved terms and internal controls, in partnership with Legal, Finance, Technology, and Program teams. - Oversee tracking, analysis, and audit processes for support systems, incentives, and compliance, and support the safe implementation of new community tools and systems. **Community & Special Projects** - Oversee Discord administration and moderator operations in partnership with the Senior Manager, Alumni & Community. - Manage operational support for the alumni newsletter, including content creation, production, and dissemination. - Contribute to selected alumni, community, and 18+ initiatives. - Support cross-event systems or time-bound projects that advance emerging organizational priorities as 2027 plans are finalized. ### Qualifications: - Minimum of 4 years experience in project and/or program management, preferably at an organization providing direct service to students in grades K-12 or at the college level. - Bachelor’s Degree preferred or equivalent professional experience - Direct management experience required, preferably with remote or hybrid staff - Strong project management skills; successful track record in setting, communicating, and maintaining timelines and priorities on cross-functional projects - Customer service and/or experience drafting internal and external communications is strongly preferred - Familiarity with Zendesk, Discord, Salesforce, and AI use preferred - Cross-functional team player that works independently but can also integrate other teams’ feedback and needs into processes, strategies, and solutions - Excellent communication skills with an ability to work with a variety of internal and external partners - A nimble leader who demonstrates a willingness to pitch in, problem-solve, and identify areas of improvement across the organization - Flexibility and comfort working in a dynamic environment with changing requirements and priorities - Commitment to Girls Who Code’s mission and the values of diversity, equity, and inclusion