Job Description

Job Title: Operations Program Manager

Location (city, state): Phoenix, AZ (Hybrid: 2 days in-office, 3 days remote)

Industry: Nonprofit

Pay:

• $28.00 - $30.00/hour (Contract)
• $60,000 - $63,000/year (Potential Direct Hire Conversion)

About Our Client:

Our client is a nonprofit organization dedicated to supporting financial literacy, housing stability, and wealth-building opportunities for underserved communities. They collaborate with community partners and organizations to deliver impactful programs that foster economic prosperity.

Job Description:

This role involves managing the daily operations of a counseling program, ensuring call center performance meets or exceeds quality and compliance standards, and supporting strategic initiatives. The Operations Program Manager will play a critical role in enhancing service delivery, managing resources, and driving improvements within the program.

Key Responsibilities:

• Oversee program performance, including quality, compliance, and productivity metrics.
• Train and guide call center representatives, ensuring adherence to policies and objectives.
• Address operational challenges and recommend solutions to improve efficiency.
• Resolve escalated client concerns with a focus on superior service and fiscal responsibility.
• Prepare reports and analyze data to inform management decisions and support goals.
• Process and manage invoices and contracts with vendors and community partners.
• Collaborate with team leads to create and update training materials and procedures.

Qualifications:

• 5+ years of experience in a call center or customer service role, including 3+ years in a supervisory or lead capacity.
• Advanced proficiency in Microsoft Excel.
• Bilingual in English and Spanish.

Desired Experience:

• Familiarity with mortgage products, lending programs, and loan application processes.
• Experience in community-based organizations or nonprofits.
• Understanding of the U.S. Latino community and related nonprofit initiatives.

Additional Details:

• Start Date: 12/6
• Hours: Monday to Friday, 8:00 AM - 5:00 PM with flexibility
• Systems: MS Excel, Monday.com, Salesforce
• Interview Process: One virtual interview, followed by a final onsite interview

Perks:

• Hybrid schedule with flexibility.
• Opportunity to work with a mission-driven organization.
• Potential for long-term employment.

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