Manager of Family Services (Interim)

NOLA Public Schools • New Orleans, LA

89d • $50,400 - $78,735

About The Position

The Manager of Family Services (Interim) provides leadership oversight for the Family Services Team. This position ensures a high standard of customer service, effective team development, and consistent adherence to enrollment policies and procedures across Early Childhood and K-12 by providing weekly professional development training. The Interim Manager supports personnel management, professional development, and team culture by providing mentoring and coaching. This role serves as the primary liaison between Student Enrollment Coordinators (SECs) and the Executive Director of Family Services.

Requirements

• 3 years of customer service experience required.
• College degree required; bachelor’s degree in education, social services, business administration, or related field preferred.
• 2 or more years of experience in personnel management, staff supervision, or team leadership.
• Strong communication and interpersonal skills, with the ability to interact effectively with families, staff, and external partners.
• Ability to analyze and use data sets, key performance indicators, and enrollment systems for decision-making.
• Proficiency with technology tools, including Salesforce, Microsoft Office Suite, and virtual meeting platforms.

Nice To Haves

• Experience in education and/or enrollment services preferred.
• Bilingual skills highly preferred.
• Experience working with students and families preferred.
• Mediation strategies/skills and analytical/critical thinking and problem-solving skills.
• Flexibility and comfort working in a fast-paced, changing environment.

Responsibilities

• Provide day-to-day supervision, coaching, and support to Family Services Student Enrollment Coordinators, including Early Childhood Student Enrollment Coordinators.
• Monitor team performance, set clear expectations, and address performance concerns in collaboration with the Executive Director.
• Foster a positive, collaborative, and high-performing team culture that prioritizes customer service and accountability.
• Manage staff scheduling, approve time-off requests, and ensure adequate coverage at Family Resource Centers during peak periods.
• Lead staff check-ins and contribute to department meetings by providing updates on key performance indicators.
• Serve as a role model for professional communication, problem-solving, and customer service engagement.
• Assist with operational and on-site support during events where enrollment support is needed.
• Monitor enrollment management systems to ensure SECs are communicating and responding according to service level expectations.
• Ensure appropriate staffing exists by monitoring, tracking, and scheduling staff vacation, sick days, and call-outs.
• Maintain Family Services expectations for phone and virtual calls, emails, tickets/cases, and enrollment systems.
• Assist with waitlist calls and manage the completion of waitlist calls during high-volume times.
• Support appropriate training, support, onboarding, and development of staff.
• Provide onboarding and follow-up training for Family Services team members.
• Stay informed of policies and procedures impacting Family Services and ensure consistent implementation.
• Assist SECs with obtaining a 95-98% success rate on assigned Early Childhood applications verifications.
• Serve as the primary point of contact for SECs, identifying challenges and troubleshooting solutions.
• Assist the Executive Director of Family Services in preparation for check-ins and staff meetings.
• Perform other duties as required.

Benefits

• $50,400 - $78,735 a year based on educational background and/or relevant years of experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree