Manager, Special Programs - Dallas Redbird

Equus•Dallas, TX

About The Position

The Manager, Special Programs oversees operations and service delivery for special programs, grants, and contracts, providing guidance to staff on implementation. The role ensures quality customer service, facilitates appropriate workforce services, and provides executive, managerial, and administrative leadership to carry out directives. The manager analyzes programs, policies, and services for equity and responsiveness to customer needs; recommends improvements to customer service systems and administration; and implements services tailored to specific customer needs. The position also develops and maintains relationships with community groups and complaint or regulatory agencies. The manager oversees day-to-day operations, is accountable for contracted performance measures and appropriate budget and expenditure benchmarks, and identifies staff training and technical assistance needs. Responsibilities include mentoring and motivating staff, reviewing performance information, developing strategies and action plans with management, and maintaining confidentiality and record integrity. The role handles complaints, reviews and approves financial assistance requests, customer training and activity applications, and program-related case exits. It collaborates with workforce stakeholders and community organizations, evaluates staff, and recommends personnel actions while enforcing company policies and procedures.

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 and ability to motivate staff and advise management.
Ability to communicate effectively and interact with stakeholders.
Ability to develop strategies and solutions.
Strong knowledge of management techniques, 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 environment, public or private, is preferred.

Responsibilities

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