Program Operations Manager

Description

Position Function:

Under the general direction of the Chief Program and Strategy Officer, the Program Operations Manager provides project management, operational coordination, and strategic support for ACH Child and Family Services programs and initiatives. This position is responsible for planning, coordinating, and monitoring organizational and programmatic projects; supporting process improvement efforts; facilitating communication across departments; and ensuring key initiatives are implemented effectively and on schedule.

The Program Operations Manager serves as a central resource for program leaders by managing project timelines, tracking deliverables, monitoring performance metrics, and supporting operational excellence across the organization. The position develops reports and dashboards to support data-informed decision-making and assists leadership in evaluating program effectiveness and strategic outcomes.

Additionally, the Program Operations Manager serves as backup to the Residential Programs Intake Coordinator, ensuring continuity of referral screening, placement coordination, and intake operations during planned and unplanned absences. Residential Programs operate 24/7; this role will involve after-hour support for emergency referral reviews. The position requires schedule flexibility and resilience to effectively manage the pace of the work and the emotional complexity of client histories.

Requirements

Education: Bachelor’s degree in Human Services, Social Work, Business Administration, Public Administration, Nonprofit Management, Project Management, or a related field required.

Experience: Five of progressively responsible experience in project management, operations, strategy, organizational effectiveness, program management, or related areas required. Experience supporting executive leadership and leading cross-functional initiatives preferred.

Functional:

• Strong communication, relationship-building, and problem-solving skills with the ability to collaborate with program leaders and internal stakeholders, manage multiple priorities, facilitate accountability, and provide periodic 24-hour on call backup support for residential intake operations.
• Strong understanding of human service program operations, including service delivery models, client populations, referral processes, and the operational needs of programs serving children and families.
• Strong project management and organizational skills with the ability to coordinate strategic initiatives, manage timelines, facilitate collaboration, track deliverables, and support process improvements.
• Ability to analyze data, develop reports and dashboards, utilize tools such as Microsoft Power BI, and translate information into actionable insights that support program performance and decision-making.

Working Conditions

Primarily office-based work requiring extended periods of computer usage, meetings, and collaboration with agency leadership and stakeholders. Travel between program locations required. Participation in on-call intake coverage as assigned. 

Exposure to Confidential Information

This position has frequent access to confidential information related to agency strategy, organizational priorities, financial information, employee matters, program operations, and organizational planning. The employee is expected to maintain confidentiality and comply with all agency policies.

Key Expectations/Responsibilities

Project Management and Strategic Initiatives

• Coordinate and manage organization-wide and program-specific projects from planning through implementation.
• Develop project plans, timelines, milestones, and accountability measures to ensure successful execution of strategic initiatives.
• Monitor project progress and identify potential risks, barriers, or delays.
• Prepare project updates, status reports, and recommendations for leadership.
• Support the implementation of new programs, services, systems, and operational processes.
• Coordinate follow-up activities and ensure completion of assigned action items.
• Assist in strategic planning activities and organizational initiatives led by the Chief Program and Strategy Officer and the Director of Programs & Initiatives.

Program Operations and Process Improvement

• Evaluate existing workflows and operational processes and recommend improvements to increase efficiency and effectiveness.
• Support program leaders in the development and implementation of operational procedures and best practices.
• Assist with contract, accreditation, grant, and regulatory reporting requirements.
• Assist programs with licensing and regulatory monitoring visits, as needed, by coordinating required documentation, monitoring submission deadlines, and supporting ongoing compliance efforts to help ensure licensing standards are met.
• Support organizational change management efforts related to new initiatives and operational improvements.
• Oversee the agency staff uniform distribution process, including managing uniform inventory, coordinating ordering and fulfillment, maintaining accurate records, monitoring supply levels, and ensuring staff receive required uniforms in accordance with agency standards.
• Assist with Paylocity Scheduler administration, including supporting schedule updates, employee schedule changes, time-off adjustments, and communication with supervisors to ensure accurate scheduling information is maintained.

Data Analytics and Reporting

• Develop maintain, and enhance program dashboards and reports utilizing Microsoft Power BI and other reporting tools.
• Analyze operational, utilization, outcome, and performance data to identify trends and opportunities for improvement.
• Create visualizations and reports that support leadership decision-making. 
• Ensure the accuracy, integrity, and consistency of program data used for reporting purposes.
• Assist with the development and tracking of key performance indicators (KPIs).
• Analyze and identify trends for KPIs and opportunities for improvement.
• Support leadership with data requests, presentations, and program performance analyses.
• Coordinate with the analytics and quality assurance teams on projects as needed.

Residential Intake Coverage

• Serve as backup to the Residential Programs Intake Coordinator.
• Screen and assess referrals for appropriateness and eligibility for ACH residential programs.
• Coordinate placement decisions with program leadership.
• Maintain accurate documentation of referrals, admissions, denials, and waitlists while serving as a back up to Residential Programs Intake Coordinator. 
• Ensure timely communication with referral sources, stakeholders, and program staff.
• Assist in tracking referral trends, program capacity, admissions, and denial data while serving as a back up to Residential Programs Intake Coordinator. 
• Participate in a 24-hour on-call intake coverage as assigned.

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position.

Requirements

Education: Bachelor’s degree in Human Services, Social Work, Business Administration, Public Administration, Nonprofit Management, Project Management, or a related field required.

Experience: Five of progressively responsible experience in project management, operations, strategy, organizational effectiveness, program management, or related areas required. Experience supporting executive leadership and leading cross-functional initiatives preferred.

Functional:

Strong communication, relationship-building, and problem-solving skills with the ability to collaborate with program leaders and internal stakeholders, manage multiple priorities, facilitate accountability, and provide periodic 24-hour on call backup support for residential intake operations.

Strong understanding of human service program operations, including service delivery models, client populations, referral processes, and the operational needs of programs serving children and families.

Strong project management and organizational skills with the ability to coordinate strategic initiatives, manage timelines, facilitate collaboration, track deliverables, and support process improvements.

Ability to analyze data, develop reports and dashboards, utilize tools such as Microsoft Power BI, and translate information into actionable insights that support program performance and decision-making.