Manager, Program Operations and Community Support

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.

 

This is a NYC based, hybrid role, requiring 2 in-office days per week.