Program Manager

Careerteam; El Paso (TX); Hybrid; USD 88,000 - 92,000; Full time

Job summary

Career Team is seeking a Program Manager in the Borderplex region to coordinate programs and manage services, reporting to the Project Director. The role oversees policy implementation, analyzes workforce activities for compliance, and leads frontline staff to meet performance goals.

Hybrid onsite and remote work is expected. Qualified candidates hold a Bachelor’s degree or equivalent with 2–4 years of management experience, strong customer service and project management skills, and proficiency

Qualifications

• Bachelor’s degree or equivalent experience with 2–4 years of proven management skills.
• Preferred knowledge of workforce development program operations and development.
• Strong business knowledge of customer service best practices and performance management, with experience in training and coaching/mentoring.
• Top-level project management, organizational, personnel, problem solving, and data analysis skills with ability to interact with employees at all levels.
• Excellent interpersonal skills and both written and oral communication skills.
• Strong technical skills, proficiency in Microsoft Office, and accountability in a quality environment.
• A valid Driver's License and adequate vehicle insurance coverage.

Responsibilities

• Plan and implement a quality management model for continuous improvement and customer satisfaction.
• Lead project staff to meet performance goals, ensuring thorough review of all case files with no disallowed costs on eligibility.
• Use Work-In-Texas reports to analyze and support performance activities.
• Address deficiencies and ensure corrective actions.
• Identify community partnerships and maintain partner relationships.
• Evaluate and understand all performance goals and establish procedures to influence metrics.
• Direct, control, and supervise project staff, fill open positions, provide coaching, and conduct evaluations.
• Identify and address staff training needs.
• Address customer complaints with excellent service and fairness.
• Model Extreme Customer Service behaviors in all interactions.
• Maintain a proactive 'ZAG' mindset.

Skills

2-4 years management experience

Excellent communication skills

Microsoft Office proficiency

Driver's license

Education

Bachelor’s degree in Business Administration, Psychology, Social Services, or related field

Tools

MS Excel

Google Sheets

Job description

Career Team is a leading workforce development organization on a mission to transform lives. We blend cutting-edge technology with compassionate, high-touch services to drive real, measurable outcomes in the lives of job seekers across the country. At Career Team, we’re solving today’s unemployment challenges with smart software, world-class trainers, dedicated case managers, dynamic job developers, and innovative partners. If you're passionate about making a difference and believe in the power of technology to transform lives, you’ll feel right at home here.

Program Manager

Reports To: Project Director

Location: Borderplex Region

Employment Type: Full-Time, Exempt Employee

Career Team is looking to hire a Program Manager who will be responsible for the coordination of assigned programs and the management of services within those programs. This role oversees the implementation of policies and procedures, conducts analysis of workforce activities to evaluate compliance, and leads frontline staff to meet or exceed performance goals. Work is performed under the supervision of the Project Director.

Your Impact on Career Team's Success

• Responsible for the planning and implementation of a quality management model for continuous improvement and customer satisfaction
• Manage and lead project staff to meet or exceed performance goals, including ensuring staff perform thorough, accurate review of all case files with no disallowed costs on eligibility
• Use Work-In-Texas reports to analyze and support performance activities
• Ensure appropriate action is followed to correct deficiencies
• Identify community partnerships, collaborate with other professionals, and maintain partner relationships
• Evaluate and understand all performance goals at the beginning of each program year and establish procedures to ensure staff follow all prescribed strategies to impact each performance measure
• Direct, control, and supervise the work activity of project staff, identify and fill open positions in a timely manner, deliver timely coaching, and conduct employee evaluations when scheduled
• Identify and address needs for staff training
• Welcome and address customer complaints fairly and with good customer service as a guide
• Utilize and model Extreme Customer Service behaviors in all interactions with internal and external customers
• Approach each day and task with a “ZAG” mindset
• Other duties and projects as needed

This position is expected to be a HYBRID position. The selected candidate will be required to work onsite as well as remotely.

To Qualify for This Role, You Must Have:

• A Bachelor's degree in Business Administration, Psychology, Social Services, or a related field or equivalent experience with 2 to 4 years of proven management skills
• Preferred knowledge of workforce development program operations and development
• Strong business knowledge of customer service best practices and performance management, with experience in training and coaching/mentoring
• Top-level project management, organizational, personnel, problem solving, and data analysis skills, with the ability to interact with employees at all levels
• Excellent interpersonal skills and both written and oral communication skills
• Strong technical skills, proficiency in Microsoft Office, and a commitment to accountability in a continually improving quality environment
• A Valid Driver's License and adequate vehicle insurance coverage

Additional Skills/Knowledge Career Team Would Love for This Role:

• Strong computer skills in MS Excel and Google Sheets
• Bilingual or multilingual
• Experience and knowledge of WIOA, TANF, SNAP, and other workforce development contracts/programs
• Training in Trauma Informed Care, evidence-based practice, and/or whole family services

Salary: $88,000 - $92,000/yr

Travel: As Needed

Career Team is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Background Check Requirements. Employment is contingent upon successful completion of a background check (including criminal, prior employment and education verification). Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current employees who apply for the position.