Program Manager, Provider Services

Hively • Pleasanton, CA

77d • $93,000 - $100,000

About The Position

Working alongside the CFO and VP of Programs, lead Provider Services, comprised of payment specialists and direct provider engagement teams, to optimize department operations and ensure compliance with program requirements for Alternative Payment Programs (CalWORKs / Subsidy). Engaging at both financial and operational levels, you’ll shape how Provider Support is delivered with high impact and integrity. This role requires an outstanding manager capable of fostering a high-performing team and delivering exceptional service to childcare providers in our network.

Requirements

• Minimum of 4 years supervisory experience with increasing levels of responsibility in job duties.
• Minimum of 4 years of experience in program management or operations, ideally within early childhood care, nonprofit, or social services.
• Ability to communicate effectively, both orally and in writing.
• Ability to hire, train, and coach staff effectively, demonstrating excellent managerial skills.
• Ability to establish and maintain effective working relationships with other management staff, employees, and external partners.
• Ability to effectively plan and execute strategies.
• Demonstrated ability to organize and set priorities and respond to changes in program needs.
• Demonstrated analytical, strategic planning, and process improvement skills.
• Demonstrated a strong comfort level with technology, including using G Suite applications (Docs, Sheets, Slides) and the ability to quickly pick up and improve systems.
• Proven ability to provide and champion excellent customer service, consistently exceeding expectations and resolving complex issues with a focus on provider satisfaction.

Nice To Haves

• Strong knowledge of program compliance, regulations, and subsidy funding.
• Experience with Zendesk or a similar ticketing system.
• BA/BS or other advanced-level degree in a related field.
• Previous experience working in a diverse work environment.

Responsibilities

• Lead, mentor, and supervise the Provider Payment and Provider Support Specialists.
• Define team and program objectives in alignment with organizational goals and CFO/VP of Programs’ directives. Set performance goals, and conduct regular performance reviews.
• Provide professional development opportunities to ensure the team’s growth in expertise and impact.
• Keep current with federal, state, and local program requirements for the CalWORKs subsidies and California Alternative Payment programs.
• Oversee implementation of any new or revised policies to ensure compliance and seamless operations.
• Continually review program operations to identify risk and design strategies to mitigate exposure.
• Participate actively in meetings held by the Childcare Providers Union.
• Assess and integrate union-driven changes or impacts into program workflows and policy.
• Represent Hively in external spaces.
• Serve as an escalation point for complex provider issues and conflicts, ensuring timely and effective resolution and fostering outstanding service to our child care providers.
• Evaluate existing processes, identify inefficiencies, and develop improvement strategies.
• Implement systems, tools, or best practices to streamline provider support operations and ensure high quality.
• Monitor metrics related to payment processing, provider satisfaction, and compliance.
• Ensure core systems are configured to support program changes or enhancements.
• Work with the Controller and CFO on regular forecasting and accurate provider payments.
• Participate in internal Management meetings to ensure the Provider Support function is aligned with Childcare Subsidy and other program objectives.
• Ensure Support Specialists are equipped with up-to-date training on subsidy programs, regulations, communication, and union processes.
• Coordinate internal training and external workshops to enhance provider engagement and understanding.

Benefits

• Medical, dental and vision plans covered at 100% for the employee
• Health & Dependent Care FSA
• 14 Paid Holidays + 4 flex holidays, including your birthday!
• Generous paid time off policy (over 3 weeks per year)
• Tuition Reimbursement ($1,000/year)
• Employee Appreciation Program
• Life & Long Term Disability Insurance covered 100% by Hively
• 403(b) plan
• SEP-IRA plan with an employer contribution of 5% of annual salary
• Learning & Development Opportunities
• Financial wellness program with unlimited access to personal financial advisors
• Industry competitive salary ranges

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees