Director of Program Services - Cape Cod/Plymouth Region

Big Brothers Big Sisters of Eastern Massachusetts•Hyannis, MA

3d•$84,000 - $93,000•Hybrid

About The Position

At Big Brothers Big Sisters of Eastern Massachusetts (BBBSEM), we are dedicated to fostering the healthy development of children by nurturing lasting friendships with caring adults. We achieve this by connecting children with mentors and providing trained professional staff support. Our work involves partnering with schools, workplaces, and volunteers across Eastern Massachusetts to deliver our programs and services to youth in need. The Regional Director role is essential for maintaining the highest standards of service delivery within the region and ensuring alignment with the agency's strategic goals. As one of two directors in the region, this position shares ownership of regional objectives. The Director serves as the primary point of contact for all program-related needs in the region, actively engaging with the community to identify opportunities for service enhancement. This involves direct interaction with volunteers, families, and local partners to cultivate strong matches and expand our services. Internally, the Director will focus on building impactful relationships with their staff through coaching, counseling, and mentorship. They will also be responsible for staff training and ensuring the quality of their work. Collaboration with other Program Services leaders will be necessary for recruiting and training new team members.

Requirements

Bachelor’s degree with 6+ years of work experience, preferably in customer support, customer relationship management, human or social services.
Proven people management experience.
Ability to learn and speak to BBBSEM’s mission, communities and cultures.
Ability to communicate with professionalism, enthusiasm, and empathy to large groups and individuals verbally and in writing.
Highly proficient with MS Office (Outlook, Word, Teams, etc.).
Experience with Salesforce.
Knowledgeable with business analysis tools and systems.
Must be willing and able to travel throughout the region when necessary.
Available to attend events at different times of the day.

Nice To Haves

Existing awareness of the CCI region is a plus.
Strong leadership skills with the proven ability to manage, motivate, and develop individual staff and teams to exceed quantitative and qualitative goals.
Effective and confident public speaker; proven ability to develop strong working relationships.
Excellent communication skills, written and verbal.
Exceptional relationship management skills; ability to network and gain access to decision-makers; genuine listener; comfortable making cold calls and setting up appointments.
Ability to successfully work independently and in a team environment.
Proven organization and time management skills to complete a high volume of varied responsibilities in a fast paced setting.
Prior experience with Salesforce.
Prior experience working with diverse populations of adult and youth.
Excellent verbal, written and interpersonal communications skills.
Enthusiasm, creativity, a positive sense of humor, and a “can do” attitude.

Responsibilities

Hire, supervise, onboard, and develop Program Services staff.
Act as the subject-matter expert for all region-based programming questions.
Develop deep, strong relationships with local partners to ensure strong program outcomes for youth, including oversight of traditional 1-to-1 programming and other program models.
Manage escalations from staff regarding procedural, clinical, and safety/risk management issues in coordination with the VP of Program Services and the Chief Program Officer.
Create a motivating, high energy environment and foster a solution-oriented approach within the team.
Continuously analyze and benchmark performance metrics (quality, quantity, efficiency) to identify best practices and areas for improvement, and coach staff on these metrics.
Represent the agency at partnership meetings, present on agency goals and the impact of our model, and participate in agency events.
Perform additional tasks assigned by the Director(s) of Program Services, Chief Program Officer, and/or CEO.
Partner with the internal community engagement team to establish working partnerships and recruitment opportunities.
Support region events as needed.
Regularly monitor region needs and partner with other teams to ensure region goals are met, which may include expanding volunteer recruitment or leveraging community connections for programming.
Share resources and capacity across regions to support the agency's overall mission.
Act as a leader within the region, stepping in as needed to accomplish work and support regionally-based staff.
Partner with the Region Lead, Development to foresee growth needs and foster a strong region culture.
Advise agency leadership on region-specific challenges and proactively find solutions.
Regularly acquire feedback and input from internal and external stakeholders.
Analyze market data and research to understand and identify trends, challenges, and opportunities within the region.