Manager, Program Operations and Community Support

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Girls Who Code

Hybrid
  • Career category: Programme/ Project design & management
  • Job type: Job
  • Organisation type: Civil Society
  • Remote option: Hybrid
  • Right to work requirements: Right to work required in advance
  • Remuneration: USD 70,000 USD-USD 87,000 USD / yearly
  • Work schedule: Full-time
  • Location: United States 
Digital rights Movement building
Girls Who Code is an international nonprofit organization founded in 2012 by Reshma Saujani with the mission to close the gender gap in technology and increase the number of women in computer science.

About the job
Reporting to the Senior Director, Program Operations, the Manager of Program Operations and Community Support will support operational strategy and execution across participant and community support, inbound support systems, knowledge management, incentives and compliance operations, and selected 18+ community and program operations. 
 
The role will oversee Inbound Support Specialists and part-time community moderators; own participant and community escalation processes; manage support workflows, FAQs, macros, training resources, and knowledge-management practices; and oversee K-12 and 18+ incentive strategy and related terms and conditions. 
 
The ideal candidate will be self-directed and resourceful, flexible and responsive to organizational change, and a cross-functional project manager who can balance strategy and program management to continuously enhance quality, safety and consistency. Strong communication skills, customer service orientation, and the ability to spot inefficiencies and integrate cross-functional feedback into practical solutions are needed for this role. 

We are also seeking a candidate with experience managing remote teams and leading the adoption of new technical systems. They also bring customer service experience and a commitment to Girls Who Code's mission.
 
Qualifications:
  • Minimum of 4 years experience in project and/or program management, preferably at an organization providing direct service to students in grades K-12 or at the college level.
  • Bachelor’s Degree preferred or equivalent professional experience
  • Direct management experience required, preferably with remote or hybrid staff
  • Strong project management skills; successful track record in setting, communicating, and maintaining timelines and priorities on cross-functional projects
  • Customer service and/or experience drafting internal and external communications is strongly preferred 
  • Familiarity with Zendesk, Discord, Salesforce, and AI use preferred
  • Cross-functional team player that works independently but can also integrate other teams’ feedback and needs into processes, strategies, and solutions
  • Excellent communication skills with an ability to work with a variety of internal and external partners
  • A nimble leader who demonstrates a willingness to pitch in, problem-solve, and identify areas of improvement across the organization
  • Flexibility and comfort working in a dynamic environment with changing requirements and priorities

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