Senior Manager, Program Operations & Impact

The Senior Program Operations and Impact Manager works in partnership with Program Managers to streamline operations and establish best practices, support attainment of client outcomes, and measure and communicate success. This role is responsible for developing and maintaining a suite of policies, processes and tools to optimize service delivery, and assessing and articulating program impact to maintain compliance and support planning and decision making.

Process improvement and training

• Partner with Program Managers to develop, document, and implement program policies and procedures. Optimize service delivery processes including referral, intake, service planning, service provision, documentation and case closure.
• Establish, maintain, and update standard operating procedures (SOPs). Provide staff training and support as required.
• Partner with Senior Office and Technology Manager to ensure clear and timely communication of program operations and client service procedures that impact lobby operations.
• Create and refine knowledge management systems for sharing information and best practices across programs.

Data collection and analysis

• Coordinate with Senior Grants Manager to ensure that databases and service delivery tracking systems are established and maintained in compliance with grant requirements.
• Train staff on proper use of database and data collection practices, ensuring consistent use of databases and tools to track client services and outcomes.
• Collect data and synthesize key performance and success metrics into strategic reports and dashboards for key stakeholders.
• Supervise Data Collection Specialist in data collection, database management, and reporting for Kansas City-based programs funded by the Missouri Office of Refugee Administration (MO-ORA)
• Provide data and analysis as needed to evaluate and communicate program impact and effectiveness.

Compliance and monitoring

• Implement a quality assurance program to monitor program compliance with funding requirements
• Standardize file review process across the agency and collect results for centralized review and audits.

Perform other duties as may be required by supervisor

Qualifications

• Bachelor’s degree in Public Administration, Nonprofit Management, Business, or a related field required.
• 5+ years of related experience with progressive team and/or project management responsibilities.
• Strong relationship-building, communication, and data management skills.
• Proficiency in Microsoft Office, Google Suite, and CRM/database management.
• Previous experience with refugees/immigrants strongly desired
• Valid driver license with classification appropriate to operate JVS vehicles, valid auto insurance, clean driving record with no moving violations within the past three years.

Skills Needed

• Strong organizational and time management skills, with a proven ability to meet deadlines; able to effectively prioritize, delegate, and execute multiple tasks.
• Ability to be self-directed and highly flexible in daily work.
• Ability to work effectively in an environment that is multicultural and multilingual.
• Excellent verbal and written communication skills and the ability to develop positive working relationships with both internal and external collaborators.
• Strong computer skills and proficiency in Word, Excel, Google Docs and internet-based communication.

Working Conditions and Physical Effort

• Position requires some flexibility in schedule, with some weekends and/or evenings required.
• This position will primarily be a coordinator of services; approximately 50% of the job will be completed in office.
• Occasional travel to community events, public service providers, and other service locations will be necessary. Use of personal vehicle is necessary with mileage reimbursement.
• Much of the work is typically performed in an interior temperature-controlled office work environment. Position requires prolonged periods of sitting at a desk and working on a computer.
• Some work may be performed at community sites such as other agency offices, schools, libraries, and other public meeting places. Employees may experience exposure to temperature extremes when in training situations, in a car, and while traveling to contacts outside of the agency facility.
• Position requires frequent bending, squatting, sitting, standing, pulling, pushing, lifting, and moving items that may weigh up to 50 lbs.
• Use of cell phone is also required, to be provided by JVS.