Program Operations & Community Support Manager (Hybrid)

Girlswhocode; New York (NY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Girls Who Code in New York City is seeking a Manager of Program Operations and Community Support to steward operational strategy across participant support, escalation processes, and knowledge management. You will oversee the Inbound Support Specialists, moderators, and incentive programs for 18+ and K-12, ensuring compliant, scalable operations.

The ideal candidate is a cross-functional project manager with strong communication, customer-service orientation, and experience managing remote

Qualifications

• Minimum of 4 years experience in project and/or program management.
• Bachelor's Degree preferred or equivalent professional experience.
• Direct management experience required, preferably with remote or hybrid staff.
• Strong project management skills; maintaining timelines and priorities on cross-functional projects.
• Customer service experience and/or drafting internal/external communications 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 cross-team coordination.
• 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 for improvements.
• Manage knowledge resources, FAQs, macros, and training materials for consistency.
• Lead terms and conditions and incentive operations for K-12 and 18+ programs, in collaboration with Legal, Finance, Technology, and Program teams.

Skills

Project management

People management

Customer service

Communication

Cross-functional teamwork

Remote team leadership

Education

Bachelor's degree

Tools

Zendesk

Discord

Salesforce

AI tools

Job description

Girls Who Code in New York City is seeking a Manager of Program Operations and Community Support to steward operational strategy across participant support, escalation processes, and knowledge management. You will oversee the Inbound Support Specialists, moderators, and incentive programs for 18+ and K-12, ensuring compliant, scalable operations.

The ideal candidate is a cross-functional project manager with strong communication, customer-service orientation, and experience managing remote