Manager, Transformative Change - Disputes, Claims & Investigations

Stout•New York, NY

About The Position

Stout's Transformative Change practice combines data analysis, research, strategy, and operational experience to help clients achieve sustainable change in complex environments. The practice supports financial objectives, strategic initiatives, compliance requirements, and impact evaluation. Engagements can involve designing, implementing, and improving programs, policies, and operational processes for clients, including government entities and nonprofit organizations. The practice works with nonprofit legal organizations, pro bono counsel, government entities, and court-appointed monitors on housing, education, disability rights, public benefits, immigration, family and child rights, and related civil rights and system reform matters. Public housing is an area of industry focus for this role. As a Manager, you will lead project workstreams, manage client relationships, and oversee teams delivering analytical and operational solutions for complex public-sector and litigation-related engagements. You will help clients strengthen compliance, improve program effectiveness, and implement sustainable operational improvements. The work requires sound judgment, thorough documentation, and consistent attention to accuracy. The role involves managing projects from planning through execution; supporting call center operations and resident engagement; building CRM workflows; analyzing program and service-delivery data; developing monitoring frameworks, dashboards, and reports; documenting processes; preparing supported workpapers and client-facing materials; coordinating with legal, analytical, operational, and client teams; and protecting sensitive information. The Manager also reviews deliverables, coaches junior staff, and contributes to marketing, sector strategy, and thought leadership.

Requirements

At least 5 years of relevant experience in management consulting, economic consulting, public-sector or nonprofit consulting, program implementation, monitoring, or related work.
Bachelor’s degree in business, economics, public policy, statistics, data analytics, sociology, political science, social work, law, or a related field.
Strong academic performance, with a GPA of 3.5 or above.
Strong written and verbal communication skills and ability to explain analysis to diverse stakeholders.
Proficiency with Excel and careful documentation.
Ability to handle sensitive information with discretion and maintain objective, well-supported conclusions.
Interest in public-sector and nonprofit consulting, civil rights, program improvement, and systems reform.
Experience leading consulting workstreams and reviewing junior staff deliverables.
Project management and stakeholder facilitation experience.
Ability to work effectively in a fast-paced, high-pressure environment, manage multiple workstreams independently, ask timely questions, and adapt to changing priorities and court, client, and external deadlines without sacrificing accuracy.
Strong organizational and proactive communication skills.
Ability to bring analytical rigor, empathy, and practical judgment to sensitive, ambiguous matters and maintain neutrality and independence while collaborating with clients and stakeholders.

Nice To Haves

Experience with Tableau, Power BI, and Zendesk.

Responsibilities

Manage project activities from planning through execution, including timelines, budgets, milestones, deliverables, stakeholder communications, and cross-functional teams.
Support development and implementation of call center operations by coordinating workflows, processes, staffing and training efforts, case management, and resident engagement.
Build operational workflows in CRM platforms such as Zendesk, including intake forms, data fields, automation, routing, and reporting.
Collect, validate, and analyze program, operational, and service-delivery data and stakeholder feedback; develop findings and recommendations and document sources, assumptions, limitations, and methods.
Perform KPI calculations, trend and outlier analysis, and reporting using Excel and, where appropriate, Tableau or Power BI.
Develop monitoring frameworks, compliance measures, dashboards, and reports to track progress and identify corrective actions.
Support process mapping and documentation of standard operating procedures, intake criteria, escalation protocols, and quality assurance practices.
Prepare workpapers, analyses, visualizations, presentations, memoranda, exhibits, and reports for clients, courts, and other stakeholders, with appropriate source support.
Coordinate with attorneys, program monitors, data analysts, call center teams, and client stakeholders.
Protect personally identifiable information, privileged communications, and other sensitive case materials.
Review analyses and deliverables, resolve issues, and coach and support the career development of Analysts and Associates.
Participate in marketing, sector strategy, and thought leadership efforts.