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Program Operations Manager

2021

Tech Goes Home (TGH) is looking for a systems-oriented and results-driven operations rockstar to join our dedicated six-member program team! The Program Operations Manager is responsible for bringing our program management processes and procedures to the next level as the organization prepares for growth and scale. The ideal candidate is someone who embraces problem-solving and thrives on creating systems that work efficiently for teammates and stakeholders. This position will be supervised by the Chief Program Officer and will supervise one Program Operations Coordinator. 

 

About Tech Goes Home

 

Technology, internet connectivity, and training are critical to giving students, adults, and seniors access to the essential services and opportunities provided by the digital world. Tech Goes Home collaborates with individuals, organizations, and institutions to provide all three across Greater Boston, but faces increasing opportunities, and therefore pressure for excellent systems to enlarge its scope and scale.

 

TGH has successfully demonstrated that their model helps students improve their grades, parents engage with teachers, seniors access health care safely and remotely, and the unemployed get and keep better jobs.  TGH partners with the community institutions--schools, nonprofits, health centers--whose populations are missing out on the digital world, and provides the course framework, device, and Internet access individuals need to participate in our digital world. Tech Goes Home is among the country’s most effective solutions for closing the digital divide.

Tech Goes Home successfully piloted a model based on in-person courses to an all-remote program that successfully reached more than 3,000 households in the midst of the pandemic. This shift, plus an increasing understanding of digital inequity across Massachusetts and the country, has required TGH to ensure its systems, data management, and program operations can respond now and to future growth. The Program Operations Manager will ensure TGH has the systems to continue to innovate for the current crisis and respond to future opportunities efficiently, accurately, and flexibly.

  • Manage and improve the organization’s program CRM (Salesforce) and provide support and training to the program team on database management

  • Streamline program operations processes and procedures for scaling and growth and ensure that program quality is evaluated consistently

  • Make improvements to TGH course management systems and ensure a positive experience for learners, instructors, partners, and volunteers

  • Design, build, and pilot tools for implementation of pilot programs and new initiatives

  • Take the lead in program data collection, analysis, and reporting to the organization and its stakeholders

  • Be responsible for processing instructor stipends

  • Ensure that TGH device & distribution procedures are up-to-date and take the lead in replenishing TGH devices & internet offerings

  • Supervise the Program Operations Coordinator to support TGH course hosts (partners) and instructors in providing the highest quality digital education to learners and a positive customer service experience to instructors and partners:

    • Ensure that instructors have the most up-to-date information related to course management and volunteers

    • Provide a comprehensive course logistics orientation for new instructors and supervise course logistics

    • Support, when needed, Program Operations Coordinator to resolve issues and concerns with instructors and partners

    • Collaborate on course approvals

Experience

While no candidate is likely to demonstrate every ideal experience, successful applicants will submit a cover letter that responds to most if not all of the following expectations with clear and convincing examples during previous employment.

  • A strong commitment to the mission of TGH and a passion for helping people improve their lives. 

  • The ability to work collaboratively and respectfully with people of different races, cultures, socio-economic backgrounds, educational levels, and perspectives is necessary. 

  • Four years minimum, 5 to 7 years preferred in a professional setting

  • Strong project management skills managing complex, multifaceted projects resulting in measurable successes and program growth

  • Demonstrated success confidently using critical decision-making skills to creatively solve problems and manage complex tasks

  • Experience working with a high-performance, collaborative, constructive peer group and navigating the challenging conversations that may be necessary to do so

  • Proficient in using technology as a program management tool and experience developing and implementing program operations systems

  • Excellent written and oral communication skills with a commitment to accuracy and professionalism and exceptional phone skills

  • The ability to self-direct and balance short- and long-term needs in a fast-paced work environment while maintaining outstanding customer service and relationship management skills

  • Lived experience with the challenges of digital equity is valuable and valued at Tech Goes Home.

  • Facility with one or more of the languages spoken by TGH’s learners is a plus. These include Spanish, Portuguese, Arabic, Mandarin, and Haitian Creole.

  • A sense of humor goes a long way in a small, hardworking nonprofit, we value that!

Compensation and Benefits

 

TGH strives to offer competitive salaries and benefits, within the nonprofit field.  Paid time off, extremely generous benefits, and a real commitment to work/life balance are standard.  Professional development is guaranteed as you learn about the workings of a small, rapidly growing nonprofit.  Salary range is $60,000 - $70,000. 

 

At this time, all TGH staff are working from home, with assistance for the resources needed to do so. When it is safe, TGH will evaluate conditions to determine how to resume in-office working and anticipates that access to Boston, TGH partners across Greater Boston, and civic leaders and forums across the area will be necessary for this position. TGH, in general, permits employees to work from home when needed, but when conditions are safe, will expect the Manager to work alongside and build rapport with the TGH team. We anticipate only local candidates will advance in this search.

 

TGH is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. TGH is committed to building a diverse staff and strongly encourages women and people of color to apply.

To Apply

Tech Goes Home is working with Carolyn O’Brien Consulting, LLC on this search. To apply, label your resume and cover letter with your last name and “resume” or “cover letter.” Attach all materials on the TGH application form.

867 Boylston St

5th Floor

Boston, MA 02116

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TGH is a 501(c)(3) nonprofit organization.

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