Subsidy Program Manager

Kids for the Future; Charlotte (NC); Hybrid; USD 70,000 - 110,000; Full time

Job summary

The Child Care Subsidy Program Manager position oversees the operational management of the Child Care Subsidy Department, ensuring policy implementation and efficient, customer-focused service delivery. The role serves as the liaison between the Director and departmental supervisors, guiding provision of high-quality outcomes.

With a focus on improving performance, the incumbent leads staff development, supervises supervisors, and ensures compliance with federal, state, and local requirements in

Qualifications

• Bachelor's degree in Public Administration, Social Work, Business Administration, Human Services, or related field.
• Five or more years of progressively responsible experience in child care subsidy, public assistance, or human services administration.
• Experience interpreting federal and state regulations.
• 3 to 5 years of supervisory experience.
• Experience using eligibility or case management systems.
• Advanced proficiency with Microsoft Excel and data reporting tools.

Responsibilities

• Direct the day-to-day operations of the Child Care Subsidy Department.
• Supervise Eligibility Supervisors and other assigned program staff.
• Monitor workflow, productivity, and service delivery.
• Ensure timely processing of applications, eligibility determinations, recertifications, and case actions.
• Resolve operational issues affecting program performance.
• Coordinate quality assurance activities.
• Prepare for monitoring reviews and audits.
• Develop corrective action plans when necessary.
• Promote program integrity and case accuracy.

Education

Bachelor's degree in Public Administration, Social Work, Business Administration, Human Services, or a related field

Supervisory experience

Regulatory interpretation

Team leadership

Analytical data & reporting

Tools

Microsoft Excel

Case management systems

Job description

• Employee Type FT Exempt
• Required Degree 4 Year Degree
• Manage Others Yes

The Child Care Subsidy Program Manager is responsible for the operational management of the Child Care Subsidy Department. The Program Manager oversees daily program operations, supervises operational leadership staff, ensures consistent implementation of policies and procedures, and promotes efficient, accurate, and customer-focused service delivery. The Program Manager serves as the operational liaison between the Director and departmental supervisors.

Minimum Qualifications & Requirements

Reasonable accommodation may be made for individuals with disabilities to perform the essential functions.

Performance requirements include effective communication, compliance with CCRI policies, maintenance of confidentiality, and support of the agency’s mission to serve children and families.

• Bachelor's degree in Public Administration, Social Work, Business Administration, Human Services, or a related field.
• Five or more years of progressively responsible experience in child care subsidy, public assistance, or human services administration.
• Experience interpreting complex federal and state regulations.
• 3 to 5 years of supervisory experience
• Experience using eligibility or case management systems.
• Advanced proficiency with Microsoft Excel and data reporting tools .

Knowledge, Skills and Abilities

• Knowledge of Child Care Subsidy Program policies, regulations, eligibility determination processes, and compliance requirements.
• Ability to lead staff, foster accountability, and promote a culture of continuous improvement and high-quality customer service.
• Skill in supervising, coaching, mentoring, and developing supervisors and program staff.
• Knowledge of operational management, quality assurance, and performance improvement practices.
• Skill in interpreting policies and procedures and ensuring their consistent application across teams.
• Ability to analyze operational data, identify trends, and implement effective solutions to improve performance and service delivery.
• Skill in planning, organizing, and managing multiple priorities in a fast-paced environment.
• Ability to make sound decisions and exercise independent judgment in complex operational situations.
• Skill in resolving customer service issues, addressing escalated concerns, and maintaining positive provider and client relationships.
• Knowledge of audit preparation, program monitoring, and corrective action planning.
• Strong verbal, written, interpersonal, and presentation skills.
• Ability to build and maintain effective working relationships with staff, providers, community partners, government agencies, and other stakeholders.
• Skill in implementing operational changes, process improvements, and technology enhancements to increase efficiency and effectiveness.

Essential Functions

All positions operating on a hybrid schedule require a minimum of three (3) days per week of onsite presence at CCRI. Consistent adherence to the schedule is an essential function of each role, as it facilitates the efficient execution of key job duties and team collaboration.

Operational Management

• Direct the day-to-day operations of the Child Care Subsidy Department.
• Supervise Eligibility Supervisors and other assigned program staff.
• Monitor workflow, productivity, and service delivery.
• Ensure timely processing of applications, eligibility determinations, recertifications, and case actions.
• Resolve operational issues affecting program performance.
• Ensure consistent implementation of federal, state, and local Child Care Subsidy policies.
• Communicate policy updates and operational changes with Director approval
• Assist staff in interpreting policies and procedures.
• Ensure uniform application of policy across all teams.
• Monitor compliance with agency, county, state, and federal requirements.
• Coordinate quality assurance activities.
• Prepare for monitoring reviews and audits.
• Develop corrective action plans when necessary.
• Promote program integrity and case accuracy.
• Supervise Eligibility Supervisors and assigned program coordinators.
• Conduct performance evaluations.
• Coach and mentor supervisors.
• Monitor productivity and performance expectations.
• Support recruitment, onboarding, and employee development.

Provider Relations

• Oversee provider enrollment into the subsidy program.
• Monitor provider communication and issue resolution.
• Collaborate with provider relations staff to strengthen provider participation.

Customer Service

• Promotehigh standardsof customer service.
• Address escalated client and provider concerns.
• Ensuretimelyresponses to inquiries.
• Identifytraining needs.
• Coordinate operational training.
• Encourage continuous learning and process improvement.

Process Improvement

• Evaluate operational workflows.
• Work withDirectorto recommend improvements to increase efficiency and service quality.
• Coordinate implementation ofnew technologyand system enhancements.
• Analyze operational data and recommend corrective actions.
• Advisethe Director on operational trends and challenges.
• Participate in strategic planning.
• Assistwithimplementationof organizational initiatives.
• Serve as Acting Director whendesignated.
• Represent the agency in meetings, hearings and other events.