Program Manager

Big Brothers Big Sisters of the Black Hills; Rapid City (SD); On-site; USD 50,000 - 62,000; Full time

Benefits offered by this job

Group Life Insurance

Generous paid personal leave

Parental leave

Simple IRA (matching up to 3%)

Job summary

Big Brothers Big Sisters of the Black Hills is seeking a Program Manager to lead recruitment, enrollment, and matching across our rural service area. You will guide staff, ensure program quality and safety, and balance hands-on work with people leadership.

The role involves building recruitment pipelines, overseeing enrollment decisions, and maintaining strong match quality while supporting the team with kindness and consistency.

Qualifications

• Bachelor's degree or equivalent with 3+ years in human services.
• At least 2 years of managerial experience.
• Strong interviewing, assessment, and judgment skills.
• Excellent written and verbal communication.
• Ability to maintain confidentiality.
• Ability to travel within service area.

Responsibilities

• Lead program staff and ensure safety, quality, and enrollment processes.
• Oversee recruitment, enrollment, and matching.
• Monitor match quality and provide timely support.
• Collaborate with other departments to align program priorities.
• Prepare regular program reports for leadership.

Skills

People leadership

Program management

Communication

Data interpretation

Confidentiality

Microsoft Office

Travel flexibility

Driver's license

Education

Bachelor's degree in Social Work / related field

Equivalent education/experience

Tools

Agency case-management software

Job description

The Program Manager leads recruitment, enrollment, and matching for BBBSBH, managing the program that delivers safe, high quality mentoring matches across our rural service area. This person will daily lead program staff and step in wherever the team needs support. Expect a role that blends people leadership with hands on program work. You will guide staff through complex enrollment and match decisions, help build stronger recruitment pipelines for volunteers and families, and keep a steady hand on match quality and program. Above all, this role calls for someone who can lead with both consistency and kindness; holding a high bar for quality and safety while genuinely supporting the people, staff and families alike, who make each match possible.

Essential Functions

• Support program staff, managing day to day program operations, program performance, and fostering a team culture of accountability, quality, and kindness.
• Set clear expectations and goals for program numbers, support performance reviews, alongside Executive Director, and conduct regular one-on-ones with program staff.
• Onboard and train new program staff on BBBS Service Delivery Model, agency systems, and child safety standards.
• Model a calm, supportive, solutions-oriented leadership style, especially in sensitive or high-stakes match situations.
• Identify staff development needs and coordinate training opportunities, including Big Brothers Big Sisters of America (BBBSA) provided resources.

Recruitment & Enrollment

• Actively support recruitment efforts to build a strong, diverse pipeline of volunteers, youth, and families, partnering with program staff and the development team on outreach.
• Oversee and conduct the enrollment process for volunteers, youth, and families, including orientations, interviews, child safety education, and home assessments as applicable.
• Carry day-to-day enrollment casework alongside leadership duties, keeping the pipeline moving and staying hands-on with program work.
• Review and follow up on references and background information; use sound independent judgment on any concerns that may affect enrollment decisions.
• Assess and refer families for alternative or additional services when the program is not the right fit.
• Ensure staff and the agency apply consistent, sound judgment in aligning volunteer interests and qualifications with youth needs and agency service options.
• Ensure youth/family and Big training are complete at enrollment, as well as support continous opportunities for Bigs both individually and through peer-to-peer opportunities through collaboration with the team

Matching & Match Quality

• Lead the matchmaking process, reviewing enrollment information and utilize staff input and perspective to make final, well-rounded and supported match decisions with the team.
• Carry match support cases directly as needed — including during staffing gaps or high caseload periods — to ensure every match gets timely, quality support.
• Monitor match support activity to identify matches at risk and ensure timely, appropriate intervention.
• Track and reduce premature match closures; ensure closures that do occur are handled with care for all parties, coaching staff through the process rather than taking it over so they retain ownership of the matches and relationships they've built.

Quality Assurance & Documentation

• Conduct agency quality assurance as per BBBSA standards for program staff.
• Ensure all program steps align with the BBBS Service Delivery Model and national standards.
• Maintain and audit documentation practices across the team to ensure accuracy, completeness, and timeliness in the agency database.
• Track and analyze enrollment, matching, and match support data to identify trends, gaps, and opportunities for improvement.
• Regularly review and refine enrollment, matching, and engagement processes to improve efficiency, participant experience, and outcomes.
• Prepare regular reports on program metrics and match outcomes for the Executive Director and Board as requested.
• Serve as the agency's primary point of ownership for program operations.
• Collaborate across departments (development, marketing, operations) to align program work with agency priorities and rural service-area realities.
• Represent the program in community and partner settings to support recruitment, agency visibility, as well as building and improving new or existing programs.
• Serve as the first point of contact for staff on complex child safety and match-related concerns.

Minimum Qualifications

• Bachelor's degree in social work, counseling, psychology, education, nonprofit management, or a related field, or equivalent combination of education and experience.
• At least three (3) years of experience in human services, youth-serving, or related work.
• At least two (2) years of manager experience
• Demonstrated ability to lead with both accountability and kindness — able to hold high standards while supporting and developing staff.
• High-level interviewing, assessment, and case-judgment skills, with the ability to form appropriate, assessment-based relationships.
• Excellent oral, written, and listening communication skills reflecting strong customer service.
• Ability to collect and interpret meaningful data to guide decisions and improve program quality.
• Ability to maintain confidentiality and exercise sound judgment throughout daily operations.
• Ability to relate well across diverse cultural, socioeconomic, and family backgrounds common to a rural service area.
• Proficiency in Microsoft Office and comfort learning agency case-management/database systems.
• Ability to work flexible hours, including evenings and weekends, and to travel within the service area.
• Valid driver's license, reliable transportation, and current auto insurance.

Physical Requirements & Work Environment

• Ability to sit or stand for extended periods while performing computer-based and in-person duties.
• Ability to travel locally throughout the Black Hills service area, including to homes, schools, and community sites.
• On-site position with remote work flexibility as workload allows. Must reside in the Black Hills region.

Pay: Up to $56,000.00 per year; salary based on a 36 hour work week

• Group Life Insurance
• Generous paid personal leave
• Parental leave
• Retirement plan Simple IRA (matching up to 3%)

Experience:

• in the human services, youth serving, or related work?: 3 years (Required)