Manager, Special Programs - Dallas

Equus•Irving, TX

About The Position

Under direction, the Manager, Special Programs oversees operations and service delivery for special programs, grants, and contracts, such as National Emergency Grant (NEG), Project GROW, and Migrant Seasonal Farm Workers (MSFW). The role provides executive, managerial, and administrative leadership, guides staff in program implementation, and ensures quality customer service and appropriate workforce services. The manager is accountable for system and staff performance, contracted performance measures, and budget use, and analyzes programs, policies, and services to ensure they are equitable and responsive to customer needs. The position develops improvement recommendations and solutions, implements services for specific customer needs, and maintains relationships with community groups, workforce partners, and complaint or regulatory agencies. It leads staff through mentoring, training, communication, performance review, and problem resolution, while ensuring customer confidentiality and accurate records. The role also reviews and approves applicable financial assistance requests, enrollment applications, and program-related case exits. The position requires an undergraduate degree, with a graduate degree preferred; additional work experience may be considered in lieu of educational requirements. Five years of supervisory experience is required. A valid driver’s license, proof of insurance, and a good driving record are also required. The work is primarily in an office environment and may involve occasional driving and travel, flexible hours, and physical activities including lifting up to 10 pounds, standing, sitting, bending, and walking.

Requirements

Undergraduate degree required; additional work experience may be considered in lieu of educational requirements.
Five years of supervisory experience required.
Valid driver’s license, proof of insurance, and a good driving record.
Knowledge of workforce development, economic development, and project management.
Knowledge of effective conflict resolution practices, individual case management, or career counseling.
Knowledge of word processing, spreadsheets, technology, and computer skills.
Exceptional customer service and interpersonal skills.
Strong leadership skills, including the ability to motivate staff and advise management.
Ability to communicate effectively and interact with all stakeholders.
Ability to develop strategies and solutions.
Knowledge of effective management techniques and practices, including planning, strategy development and implementation, outcome assessment, and accountability.
Ability to develop and maintain effective working relationships with management, coworkers, Board staff, and the public.
Ability to handle multiple priorities and remain effective under pressure.

Nice To Haves

Graduate degree preferred.
Three years of supervisory experience strongly preferred.
Work experience in a performance-based public or private environment is preferred.
Ability to analyze and interpret information and data and provide relevant feedback for action.

Responsibilities

Oversee the day-to-day operations and activities of special programs, grants, and contracts.
Ensure quality customer service and facilitate appropriate workforce services for applicable programs.
Meet and exceed contracted performance measures and use allotted budgets to serve customers and meet expenditure benchmarks.
Identify staff training and technical assistance needs and provide or facilitate access to tools and resources.
Advise, mentor, train, and motivate staff; maintain ongoing communication with staff and workforce partners.
Review performance information and collaborate with the management team to develop strategies and action plans for workforce system goals.
Promote professionalism, customer engagement, respect, and accountability in staff interactions with internal and external customers.
Maintain customer confidentiality and the integrity of career-center records.
Handle customer complaints professionally and according to established guidelines, seeking timely resolution.
Review and approve applicable financial assistance requests and submit them to Fiscal for processing.
Review and approve customer applications for training enrollment and other allowable activities when necessary.
Review and approve program-related case exits, ensuring appropriate service and complete documentation.
Collaborate with workforce system stakeholders, develop partnerships, and maintain relationships for customer benefit; serve as a liaison to community organizations as needed.
Convene staff and teams to assess service delivery and resource use, recommend improvements, and foster a team approach to problem resolution.
Comply with and enforce company human resources policies and procedures, evaluate staff, and make recommendations for action.
Analyze existing and proposed programs, policies, and services for equity and responsiveness to customer needs, and recommend improvements to customer service systems and administration.