Manager, Program Operations and Community Support

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

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

$70,000 - $87,000 a year

Compensation transparency statement

The wage range for this role takes into account the many factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; certifications; and other business and organizational needs.

At Girls Who Code, our compensation philosophy is to hire at or near the midpoint of a range and it is not typical for an individual to be hired at or near the maximum for the role. Compensation decisions are dependent on the facts and circumstances of each case.

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.

GWC is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. For individuals with a disability who would like to request an accommodation, please contact [e-mail]