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About the Role
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. This role oversees Inbound Support Specialists and part-time community moderators, manages participant and community escalation processes, and oversees K-12 and 18+ incentive strategy.
Responsibilities
- 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.
- 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.
- 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.
Requirements
- 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.
- 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.
Skills
- Project management
- Program management
- Customer service
- Communication
- Cross-functional collaboration
- Problem-solving
- Zendesk
- Discord
- Salesforce
- AI use
Location
- NYC
Work Type
- Hybrid
Experience Level
- 4 years experience in project and/or program management
- Direct management experience
Education Level
- Bachelor’s Degree preferred or equivalent professional experience
Salary/Compensations
- $70,000 - $87,000 a year
Benefits
- Compensation philosophy is to hire at or near the midpoint of a range.
About the Company
- Girls Who Code is committed to building a truly diverse and organizational with a focus on valuing, serving, and understanding our target constituents, while challenging all stakeholders to think inclusively for the betterment of our programs.
Equal Opportunity
- 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.
- GWC is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.