Manager, Program Ops & Community Support - Hybrid NYC

Logoslabs; San Francisco (CA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Girls Who Code seeks a Manager of Program Operations and Community Support to drive operational strategy across participant and community services and to lead remote and hybrid teams. You will own escalation processes, workflows, and knowledge resources while coordinating with Legal, Finance, and Program teams.

This role emphasizes quality, safety, and inclusive outcomes. The position requires strong communication, customer service orientation, and the ability to translate feedback into

Qualifications

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

Responsibilities

• Manage Inbound Support Specialist team and part-time community moderators, including coverage and performance management.
• Own participant and community support and escalation, ensuring timely resolution.
• Analyze participant needs and feedback to improve support experience and service quality.
• Partner with program and community stakeholders to clarify needs and day-to-day execution.
• Oversee administration of participant support systems and workflows with Technology.
• Manage knowledge resources, FAQs, macros, and training materials.
• Oversee external fulfillment partners for swag and incentives (Kotis, Amazon).
• Lead terms and conditions and incentive operations for K-12 and 18+ programs.
• Oversee tracking, analysis, and audit processes for support systems and compliance.
• Oversee Discord administration and moderator operations with Alumni & Community team.
• Support alumni newsletter content creation, production, and dissemination.
• Contribute to 18+ initiatives and cross-event projects for 2027 plans.

Skills

Project management

Remote team leadership

Customer service

Cross-functional collaboration

Zendesk familiarity

Salesforce familiarity

Discord familiarity

Education

Bachelor’s Degree

Tools

Zendesk

Discord

Salesforce

AI tools

Job description

Girls Who Code seeks a Manager of Program Operations and Community Support to drive operational strategy across participant and community services and to lead remote and hybrid teams. You will own escalation processes, workflows, and knowledge resources while coordinating with Legal, Finance, and Program teams.

This role emphasizes quality, safety, and inclusive outcomes. The position requires strong communication, customer service orientation, and the ability to translate feedback into