Lead, Program Operations & Community Experience

Girls Who Code; New York, Northern (NY, KY); Hybrid; USD 70,000 - 87,000; Full time

Job summary

Girls Who Code in New York City seeks a Manager of Program Operations and Community Support to oversee operational strategy across participant and community support, inbound systems, and incentives. The role includes managing Inbound Support Specialists, moderators, escalation processes, and knowledge management, with a focus on quality, safety, and consistency.

The ideal candidate is self-directed, cross-functional, and able to balance strategy with practical program management.

Qualifications

• Minimum 4 years experience in project and/or program management.
• Bachelor’s Degree preferred or equivalent professional experience.
• Direct management experience, preferably with remote or hybrid staff.
• Strong project management skills with timelines and priorities across cross-functional projects.
• Customer service and/or experience drafting internal and external communications is preferred.
• Familiarity with Zendesk, Discord, Salesforce and AI use is preferred.

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 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 routing and escalation configuration.
• Manage shared knowledge resources and support assets (FAQs, macros, training materials).
• Oversee external fulfillment partners (swag manufacturers, Kotis, Amazon) for ordering and distribution.
• Lead terms and conditions and incentive operations for K-12 and 18+ programs with cross-team collaboration.
• Oversee tracking, analysis, and audit processes for support systems, incentives, and compliance.

Skills

Project management

Communication

Customer service

Remote team management

Zendesk

Discord

Salesforce

Cross-functional collaboration

Education

Bachelor’s Degree preferred

Tools

Zendesk

Discord

Salesforce

AI usage

Job description

Girls Who Code in New York City seeks a Manager of Program Operations and Community Support to oversee operational strategy across participant and community support, inbound systems, and incentives. The role includes managing Inbound Support Specialists, moderators, escalation processes, and knowledge management, with a focus on quality, safety, and consistency.

The ideal candidate is self-directed, cross-functional, and able to balance strategy with practical program management.