Program Manager, Municipal ID, Operations Manager I (NCS) - BCIT

Baltimore City • City of Syracuse, NY

1d • $101,034 - $166,502

About The Position

The Program Manager/Coordinator is responsible for leading day-to-day community distribution and operational delivery of the Municipal ID card program. This role supervises a small team of Community Relations Representatives who serve as card processors and support community engagement activities. The Program Manager/Coordinator ensures efficient card distribution operations, manages mobile and pop-up enrollment and distribution efforts, coordinates events with internal and external partners, and implements training and performance standards for frontline staff. This role requires strong operational leadership, high attention to detail, customer service excellence, and the ability to collaborate across City agencies and trusted community stakeholders to ensure equitable, accessible, and consistent service delivery.

Requirements

• Have a bachelor’s degree in public administration, Social Work, Communications, Business, Project Management, or a related field.
• Have 2–4 years of experience in program operations, community-based service delivery, event coordination, or similar work
• 1+ year of supervisory experience (or demonstrated experience leading teams, schedules, and performance accountability)
• Experience working with community-based partners, service delivery programs, or resident-facing operations strongly preferred.
• Have a valid Maryland Class C Noncommercial driver's license or an equivalent driver's license and be eligible to obtain a Baltimore City driver’s permit.
• Strong experience supervising frontline staff and coordinating day-to-day program operations
• Excellent event planning, logistics coordination, and partner relationship management
• High attention to detail with ability to maintain quality standards and ensure policy compliance
• Strong communication and interpersonal skills, including conflict resolution and customer service leadership
• Ability to operate effectively in community settings and represent the program with professionalism
• Cultural competency and commitment to equity-driven service delivery
• Ability to manage multiple priorities, shifting timelines, and field-based operations
• Comfort with data tracking, performance reporting, and basic operational metrics
• Working knowledge of privacy and secure handling expectations for resident information

Nice To Haves

• Experience managing enrollment, intake, or credentialing/verification processes (e.g., ID programs, benefits programs, customer service centers)
• Familiarity with SOP development, and staff training implementation
• Multilingual capability or experience working in multilingual service environments
• Experience coordinating mobile services, pop-ups, or field operations
• Knowledge of equity, inclusion, and barrier-reduction strategies for vulnerable populations

Responsibilities

• Lead daily operations for card processing, issuance, and distribution in alignment with program policies and service standards.
• Oversee end-to-end workflows including intake readiness, documentation review processes, production coordination, card inventory tracking, and distribution scheduling.
• Manage mobile distribution logistics, including staffing plans, equipment readiness, secure transport of materials, and on-site set-up/close-out procedures.
• Track distribution activity and identify operational risks, bottlenecks, or service gaps; recommend improvements to increase efficiency and accessibility.
• Supervise and support a team of Community Relations Representatives serving as card processors and engagement staff.
• Establish work plans, daily schedules, and coverage plans for stationary and mobile operations.
• Provide coaching, feedback, and performance monitoring to ensure consistent service quality and compliance with program requirements.
• Promote a supportive, trauma-informed, culturally responsive, and resident-centered environment for frontline staff.
• Plan, coordinate, and staff community-based card distribution events and pop-up operations in partnership with internal City agencies and external community organizations.
• Maintain strong relationships with trusted stakeholders and partners to improve outreach, participation, and resident experience.
• Ensure event planning includes clear roles, operational checklists, accessibility considerations (language and disability access), and contingency planning.
• Support community engagement strategies that align card distribution operations with broader goals related to inclusion, access, and trust.
• Implement onboarding and refresher training for card processing staff, including customer service, documentation requirements, privacy protocols, and workflow tools.
• Maintain training materials, quick-reference guides, and standard operating procedures (SOPs) for consistent program delivery.
• Coordinate cross-agency training to ensure other public-facing staff understand and accept program-issued cards when applicable.
• Maintain accurate reporting on program activity including volume metrics, event outcomes, staff productivity measures, and service quality indicators.
• Use operational data and resident feedback to recommend improvements to workflows, partner event execution, and customer experience.
• Support grant, compliance, and performance reporting requirements as assigned.

Benefits

• The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans.
• This office also supplies wellness programs, support groups, and workshops.

What This Job Offers

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