Director of Program Operations

Operation Hope•Atlanta, GA

1d•Hybrid

About The Position

Operation HOPE is seeking a Director of Program Operations reporting to the Senior Director of Program Operations. This position is responsible for the leadership of a team of coaches that provide coaching and group education workshops on behalf of Operation HOPE Partners. The Director of Program Operations’ (DPOPs) oversight consists of the delivery of adult empowerment programs (credit, homeownership and small business), personnel leadership, the analysis, implementation and enforcement of production / performance goals, along with compliance of all policies and procedures. The DPOPs will cultivate a unified, innovative human-centered culture, guiding all areas of program delivery, resources and staff support.

Requirements

High aspirations for all people to be successful and empowered financially
Bachelor’s Degree required
Minimum of two years’ experience of operations management oversight
Operates with a high level of personal responsibility
Proven ability to inspire and motivate others in support of the organization’s vision and mission
Demonstrate success managing individuals and teams to achieve production and impact expectations
Able to support coaches engaged in action-oriented, collaborative, flexible, and innovative coaching and play a role in their long-term development
Must be able to work with teams across various geographic locations
Unwavering commitment to quality programs and data-driven program evaluation
Ability to work both independently and as part of a team
Have solid understanding of the target population’s culture
Detail oriented, organized, excellent written and verbal communication skills
Deep commitment to and believe in Operation HOPE’s mission

Responsibilities

Reports to and coordinates with the Senior Director of Program Operations
Steward a strong culture based on the organization’s core values, principles and reflective of our commitment to diversity and inclusiveness
Provide guidance and support in the development of each financial coach via regular communication, problem solving sessions, appropriate educational opportunities and well thought out, bi-annual performance reviews
Oversee the client experience between coach and client via case management evaluation and recommendations
Provide guidance to support the coach as they create and coach each client through their work plan in a personalized manner
Triage case load (high needs, med needs and low needs) to help the coach better understand the needs of each of their clients
Monitor the progress of each financial coach’s and partner’s production and impact goals on a consistent basis
Provide leadership to financial coaches in the maintenance of client files and associated audit practices to ensure coach program activity is accurately recorded in the case management system
Provide guidance to each financial coach in adhering to the rules and regulations of the partner when in their facilities or work environment including safety protocols
Collaborate with internal departments (Accounting, HRII and Partnerships) to ensure all reports are delivered on time and in accordance with the schedule indicated in the partnership agreement
Collaborate with the marketing department to ensure Operation HOPE branding and collateral material standards are followed
Assist the Learning Department in the development of educational content and resources as well as communicating the needs of the team to support the professional growth of the team
Actively participate with Operation HOPE leadership to set annual goals aligned with the strategic plan and at the right intersection of ambitious and feasible
All other responsibilities associated with leading a team of coaches and the mission of Operation HOPE