Manager, Program Operations and Community Support

🇺🇸In-Person - New York City$65K–$95K/yri1w ago

K-12 Operations Program Management Operations Management Project Management Community Support Process Improvement

Role Snapshot

Manager of Program Operations and Community Support at Girls Who Code will oversee operational strategy and execution across participant support, knowledge management, incentives, and community operations. This hybrid NYC role reports to the Senior Director of Program Operations and manages remote teams while ensuring quality, safety, and consistency across support systems.

Key Responsibilities: Manage and support the Inbound Support Specialist team and community moderators; own participant and community escalation processes; administer support systems, workflows, and knowledge resources; manage external fulfillment partners and incentive operations; oversee compliance tracking and system implementations.

Skills & Tools: Strong cross-functional project management, customer service orientation, remote team management, technical systems adoption, process optimization, communication and coordination across teams, and ability to identify inefficiencies and integrate feedback into practical solutions.

Qualifications: Experience managing remote teams, customer service background, familiarity with support systems and knowledge management platforms, and demonstrated commitment to mission-driven work. Previous operations or program management experience preferred.

Location: In-Person - New York City

Compensation: $65K–$95K/yr (estimated)

Prep for this role with AI tools →

Job Description

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. Key Responsibilities::

Participant & Community Support

Manage and support the Inbound Support Specialist team and part-time community Discord moderators, including coverage, training, and performance management.
Own participant and community support and escalation, ensuring timely resolution and clear coordination across teams.
Analyze participant needs, trends, and feedback to identify opportunities to improve the support experience, decision-making, and service quality.
Partner with program and community stakeholders to clarify needs, ownership, communications, and day-to-day execution.

Systems, Processes & Operations

Own administration of participant support systems and workflows, including assignments, routing, escalation configuration, and coordination with Technology on system improvements.
Manage shared knowledge resources and support assets, including FAQs, macros, training materials, and other tools that enable consistent participant and community support.
Manage external fulfillment partners, including swag manufacturers, Kotis, and Amazon, to oversee ordering, inventory, fulfillment, distribution, vendor performance, and issue resolution for swag and incentives.
Lead terms and conditions and incentive operations for K-12 and 18+ programs, including strategy, timelines, eligibility, distribution, and compliance with approved terms and internal controls, in partnership with Legal, Finance, Technology, and Program teams.
Oversee tracking, analysis, and audit processes for support systems, incentives, and compliance, and support the safe implementation of new community tools and systems.

Community & Special Projects

Oversee Discord administration and moderator operations in partnership with the Senior Manager, Alumni & Community.
Manage operational support for the alumni newsletter, including content creation, production, and dissemination.
Contribute to selected alumni, community, and 18+ initiatives.
Support cross-event systems or time-bound projects that advance emerging organizational priorities as 2027 plans are finalized.

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
Commitment to Girls Who Code’s mission and the values of diversity, equity, and inclusion

Girls Who Code is committed to building a truly diverse and inclusive organization with a focus on valuing, serving, and understanding our target constituents, while challenging all stakeholders to think inclusively for the betterment of our programs.

Girls Who Code is an equal opportunity employer committed to a policy of equal treatment and opportunity in every aspect of its hiring and promotion process without regard to race, color, creed, religion, sexual orientation, partnership status, gender and/or gender identity or expression, marital, parental or familial status, national origin, ethnicity, veteran or military status, age, disability, or any other legally protected basis. Racial and ethnic minorities and men are encouraged to apply for vacant positions at all levels. GWC is not able to sponsor employment visas.

GWC is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. For individuals with a disability who would like to request an accommodation, please contact hr@girlswhocode.com

More Jobs at Girls Who Code

Manager, Programs Marketing

Girls Who Code·🇺🇸In-Person - New York City

K-12 Marketing Program Marketing Digital Marketing Community Engagement Campaign Management Growth Marketing

🇺🇸In-Person - New York CityK-12 Marketing Program Marketing Digital Marketing Community Engagement Campaign Management Growth Marketing

1w ago

Manager, Partner Engagement

Girls Who Code·Full-time·🇺🇸In-Person - New York City

K-12 Sales Account Management Partnership Management Business Development Fundraising Donor Relations

🇺🇸In-Person - New York CityK-12 Sales Account Management Partnership Management Business Development Fundraising Donor Relations

3w ago

Social Media Manager

Girls Who Code·Full-time·🇺🇸In-Person - New York City

K-12 Marketing Social Media Management Content Development Community Engagement Brand Strategy Digital Marketing

🇺🇸In-Person - New York CityK-12 Marketing Social Media Management Content Development Community Engagement Brand Strategy Digital Marketing

1mo ago