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Girls Who Code is seeking a Manager of Program Operations to spearhead strategy & process improvement around customer service & community engagement, student support, & general team management & training.

Reporting to the Director of Program Operations, the Manager, Program Operations will primarily develop strategy & processes to manage our K-12 & College & Career program models, including program implementation & evaluation, stakeholder management, training, communication, & customer/inbound support.  The ideal candidate will be self-directed & resourceful, be flexible & responsive to organizational change, & be a cross-collaborative project manager who can balance both strategy & program management to continuously enhance quality & consistency. Strong communication skills, customer service orientation, & ability to spot inefficiencies & integrate cross-functional feedback into technical solutions is needed for this role. 

The ideal candidate has experience managing remote teams, as well as leading the adoption of new technical systems. They bring experience with customer service & a commitment to the mission of Girls Who Code.

This is a full-time position that is based in New York City. A regular hybrid work schedule, requiring 2 in-office days per week, is currently in place. Subject to change. We are not considering remote applicants.

RESPONSIBILITIES

Program Logistics & Student Support (50% of role)
-Work with external vendors to develop & execute our technical fulfillment process, including comparing bids, processing fulfillment logistics, & managing any supply chain or stakeholder issues. 
-Work closely with Systems Operations & Finance Teams to determine grant eligibility for students with demonstrated financial need, remit grant amounts to students via our third party vendor, & manage inbound questions & issues from grant recipients.
-Collect, track & monitor student accommodations & ensure support resources are coordinated for successful participation in our programs. 
-Serve as administrator for student safety & risk mitigation incidents that occur in our direct model programming. Design the escalation process, train internal staff to respond to issues, & closely track inbound to ensure immediate, high-quality response to student issues & escalations.

Customer Service & Data Management (30% of role)
-Serve as the customer inbound support system administrator using the Zendesk platform for the entire organization: Manage inbound inquiries assignment & workflows, template responses, external FAQs, & reporting for agents across the organization.
-Create reports, dashboards, & other tools to effectively collect feedback from our community stakeholders (students, teachers, corporate partners) & measure progress toward team & organizational goals.
-Work closely with organizational stakeholders to ensure inbound data collection, management, & representation accurately reflect programmatic engagement & address volunteer needs.
-Outline structures & protocols to respond to inbound communications via email, SMS, & other support systems.

Team Management & Trainings (20% of role)
-Manage a part-time remote team of 2-4 Inbound Specialists to provide best-in-class customer service to program applicants, participants, & supporters
-Facilitate both internal & external stakeholder trainings on navigation, utility, & best practice of support platforms
-Support the Director of Program Operations in the hiring of new full-time staff & any part-time or seasonal staff hiring
 
 
 
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