Participant Engagement Manager

Career Team•El Paso, TX

12h•$52,000 - $62,000•Onsite

About The Position

Career Team is looking to hire a Participant Engagement Manager for our Borderplex workforce contract serving El Paso and far West Texas. The Participant Engagement Manager leads frontline service delivery across in-person, virtual, and community-based access points, serving to coordinate effective and efficient entry to workforce services for job seekers across the six-county region. This role owns the quality and flow of the customer experience from first contact through referral, ensuring service standards, queue levels, response times, and WorkinTexas.com documentation remain accurate and compliant across all channels. The Participant Engagement Manager ensures referrals are confirmed and escalates when customers present barriers requiring immediate attention. This role requires concierge customer service, cultural fluency and clear communication in both English and Spanish to serve the Borderplex's predominantly bilingual communities. Work is performed under the supervision of the Regional Director.

Requirements

Bachelor’s degree or higher or an equivalent combination of education and experience.
2+ years of experience in workforce development, case management, or a related customer-facing program, with lead or supervisory experience preferred.
Demonstrated ability to manage workflow, prioritize competing demands, and keep a team on track.
Sharp attention to detail with strong organizational, analytical, research, and critical thinking skills.
Ability to work across all levels of management, staff, and external partners.
Strong computer proficiency in Microsoft Office suite and Google suite.
Ability to work in a dynamic team environment with excellent teamwork and interpersonal skills.
A demonstrated ability to thrive in a fast-paced environment while maintaining confidentiality and handling sensitive matters with tact and diplomacy.
Exceptional time management skills to meet deadlines and work under pressure to complete a high volume of work assignments with speed and accuracy.
Excellent verbal and written communication skills.
Bilingual proficiency in English and Spanish to serve the region’s predominantly bilingual customer base.
A Valid Driver’s License.

Nice To Haves

Master's or MBA degree
Experience and knowledge of WIOA, TANF, SNAP, Texas Workforce Commission (TWC), and other workforce development contracts/programs
Familiarity with participant data and case management systems
Knowledge of the Borderplex region (El Paso, Hudspeth, Culberson, Jeff Davis, Presidio, and Brewster Counties) and its employers, community organizations, and workforce partners
Training in Trauma Informed Care, evidence-based practice, and/or whole family services

Responsibilities

Coordinate with the development team on the implementation of customized software systems for referral tracking, partner engagement, center foot traffic, and from orientation to intake to enrollment conversions.
Track participant flow, wait times, and outcomes, and use the data to identify and resolve bottlenecks.
Provide day-to-day oversight of participant engagement and frontline service delivery to ensure a consistent, high-quality customer experience.
Manage the participant queue, monitoring intake, assignment, and follow-up so participants move through services without delay.
Establish and maintain quality controls across case management, documentation, and reporting to ensure accuracy and compliance.
Serve as the primary local coordination point with Workforce Solutions Borderplex (WSB) and partner contractors across the six-county region.
Monitor daily workflow and balance workload for the Intake & Eligibility and Outreach Specialists to meet demand and service-level expectations.
Conduct file reviews and second reviews to confirm eligibility documentation and case notes meet contractual requirements.
Demonstrate clear knowledge, understanding, and ability to effectively train staff on WIOA eligibility, data, and file compliance in alignment with data validation requirements, and case noting.
Coach and support frontline staff on engagement practices, customer service standards, and program policy.
Coordinate referrals and warm handoffs between Career Team staff, partner contractors, and Workforce Solutions Borderplex programs.
Resolve escalated participant issues and ensure timely, professional responses.
Support reporting, data collection, and performance monitoring tied to program benchmarks.
Maintain strong working relationships with the funder, partners, and community organizations.
Ensure services are delivered in a culturally responsive manner that reflects the Borderplex community.
Ensure all activities comply with WIOA, Texas Workforce Commission (TWC), state, and local requirements.
Approach each day and task with a “ZAG” mindset.
Other duties and projects as needed.