Program Manager - Goodwill Boston Career Center

SUMMARY:
The Program Manager is responsible for managing the daily operations of a designated mission services program area (Program Area). Manages staff, coordinates with funders and community partners, and ensures the delivery of high-quality services to program participants. Works closely with stakeholders to design, implement and evaluate program initiatives that align with the mission and goals of the organization overall and the specific Program Area.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The requirements listed below are representative of the essential duties required of the Program Manager:

Ensures that the Program Area operates in compliance with Goodwill policies and procedures and relevant funder requirements.

Remains current with developments in the field, regulatory and accreditation requirements, and expectations set within Goodwill.
Establishes strong working relationships with relevant funders, referral agencies, community partners and employers.
Develops and maintains a welcoming and supportive environment for all program participants.
Oversees and coordinates intakes and referral process for program participants. As appropriate, schedules and performs tours for referred individuals and/or referral organizations.
As appropriate, screens participants for services based on Goodwill and funder regulations and policies.
Ensures that the Program Area maintains accurate on-line records to meet requirements and track participant progress.
Monitors and reports program performance against goals.
Prepares annual contracts with funding sources, as appropriate.
As appropriate, supervises billing process to ensure correct and timely submission of billing data including tracking the payment process with the referral sources, and working collaboratively with the Accounting Department.
Drives innovation in service delivery by implementing new tools, resources, and technologies as appropriate.
Ensures Program Area staff remain current in the field and complete all required trainings.
Exercises discretion, confidentiality, and sensitivity.

The following responsibilities below are representative of the essential duties and expectations of all Goodwill Managers:

Supervises and supports team members to meet daily and weekly performance targets.
Leads hands-on, engaging in daily operations and aligning tasks with evolving department needs.
Manages scheduling, task delegation, and ensures smooth daily operations.
Coordinates payroll, staffing schedules, and ensures administrative compliance.
Reviews performance data for reporting to Director.
Coordinates with peers and other teams to support department goals.
Participates in job-related training and facilitates skill development for the team.
Assists in budget monitoring by tracking expenses.
Supports hiring processes by conducting interviews and onboarding new staff.
Provides coaching, gives feedback, conducts performance reviews, and develops training plans for direct reports.
Sets clear individual work objectives aligned with team goals.
Ensures adherence to policies, confidentiality, and safety standards.
Handles additional responsibilities as assigned by supervisor.
Performs other duties as assigned.
Positions located in locations other than the headquarters require involvement in operational activities such as opening and closing.

LEVEL OF RESPONSIBILITY

Employee requires little supervision. Work is not regularly reviewed by a supervisor.
Employee exercises discretion within area of responsibility.
Employee advises others within the organization on matters within area of expertise.

SUPERVISORY RESPONSIBILITIES

Oversees the work of others within area of responsibility.
Manages performance of staff.
Recommends hires/terminations.

QUALIFICATION REQUIREMENTS:

Bachelor’s Degree required; Human Services or related field preferred.
Three (3) to five (5) years of experience with at least two (2) years supervising staff.
Strong analytical and problem-solving skills.
Outstanding oral and written communication skills. Bilingual a plus.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Proficiency in Microsoft Office.
Satisfactory results of all required background checks.

WORKING CONDITIONS AND PHYSICAL EFFORT
The work environment characteristics described here are representative of those a Program Manager encounters while performing essential functions of this job.

Physical Demands/Efforts

Must be able to sit for periods of time working on a computer.
The employee is occasionally required to stand and walk.
May require stooping, kneeling, crouching, reaching, and crawling.
Utilizes finger dexterity to perform computer operations, handle or feel objects, tools, or controls.
May be required to lift or move up to twenty (20) pounds at times.

Mental & Visual Demands

Significant mental concentration required to manage multiple complex tasks.
Work requires frequent visual effort for extended periods of time.
Specific vision abilities required by this job include close, distance, and peripheral vision, color vision, depth perception and ability to adjust focus.

Work Environment and Hazards

Normal office or classroom environment where noise is typically moderate.

AMERICANS WITH DISABILITIES ACT
Morgan Memorial Goodwill Industries, Inc. complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.