Manager, Program Engagement

Waterford.org

2d • $65,000 - $73,000 • Remote

About The Position

Waterford.org is seeking a dynamic and mission-driven Program Engagement Manager to lead and support a team of Senior Program Coaches. In this leadership role, you will be responsible for hiring, mentoring, and managing the performance of staff who guide families through the Waterford Upstart experience, from enrollment to engagement and successful program completion. You will help develop team members who are experts at empowering parents and caregivers, ensuring families from diverse backgrounds receive the academic, emotional, and technical support they need. This position is key to driving family retention, program fidelity, and a positive experience for every participating household.

Requirements

• Bachelor’s degree in education, social work, psychology, family studies, or related field (or equivalent experience)
• 3+ years of experience in early education, social services, family engagement, or similar field
• 1+ years of people management experience, preferably in a remote or call center environment
• Experience working with diverse communities, with an understanding of cultural humility and inclusive service
• Strong leadership and coaching skills with a passion for people development
• Excellent written and verbal communication skills across channels (phone, email, text, chat)
• Empathetic listener and skilled problem solver with a calm, solution-oriented approach
• High emotional intelligence and ability to navigate sensitive family dynamics
• Exceptional organizational, time management, and multitasking abilities
• Proficient in Microsoft Office, Google Suite, Salesforce (or similar CRM), and remote communication tools
• Ability to type at least 40 WPM

Nice To Haves

• Bilingual (Spanish strongly preferred)
• Experience in early childhood education, home-based learning, or literacy programs
• Experience leading hybrid or remote teams
• Familiarity with family coaching models and outcome-based reporting

Responsibilities

• Team Leadership & Development Hire, onboard, and train Program Coaches and Onboarding Enrollment Coordinators with the skills and mindset needed to serve diverse families.
• Provide consistent coaching, mentoring, and development to staff, helping them grow as trusted partners to families and collaborative team members.
• Conduct regular performance evaluations and provide real-time feedback to maintain high-quality and productivity standards.
• Foster a positive, inclusive, and goal-oriented team culture that supports Waterford.org’s mission and DEI values.
• Program Oversight & Operational Excellence Manage team performance to ensure quality, efficiency, and outcomes in family engagement, enrollment, onboarding, and mentoring activities.
• Lead the execution and reporting of pilot programs from initiation to completion, including interdepartmental collaboration, success tracking, and process improvements.
• Monitor and evaluate team KPIs such as family retention, enrollment quality, call quality scores, productivity, and user satisfaction.
• Facilitate weekly coaching and strategy sessions to ensure workflows are followed and department expectations are met.
• Family Experience & Support Strategy Guide team members in supporting families with enrollment questions, onboarding tasks, academic coaching, and technical troubleshooting.
• Help develop and implement strategies to retain families, increase software usage, and promote kindergarten readiness.
• Support escalated family situations with empathy and creativity, balancing program goals with individualized support.
• Ensure that all family interactions are culturally responsive, equity-focused, and grounded in empowerment.
• Systems Management & Process Improvement Maintain team alignment with Waterford UPSTART workflows and ensure consistent data accuracy within platforms like Salesforce and AWS.
• Use data to identify risks and opportunities in family engagement, share insights with leadership, and recommend solutions.
• Collaborate across departments (e.g., technology, PR, events) to align strategies, improve systems, and enhance the participant journey.
• Contribute to the development of motivational tools, onboarding materials, and team resources that support family success.

Benefits

• fully paid primary premiums for health insurance, dental insurance, basic life insurance, and disability insurance
• New hires receive a one-time HSA contribution.
• Retirement contributions are matched up to 5% by the organization.
• Plus, a generous vacation, sick, and holiday offering.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager