Program Operations Manager
About The Position
The Manager, Program Operations oversees daily meal delivery operations for Meals on Wheels Central Texas, with primary responsibility for routing, delivery execution, Program Delivery Specialist supervision, and the volunteer delivery experience. The role is grounded in program delivery and incorporates volunteer support responsibilities that affect route coverage, volunteer retention, delivery communications, and volunteers’ ability to complete routes successfully. Working closely with the Manager, Program Distribution and Director, Program Operations, the manager coordinates daily operations and plans for route growth, volunteer capacity, system improvements, and operational readiness. This is a full-time, salary-exempt position that is hybrid eligible. The role may work in an office, field, warehouse, vehicle, pickup site, or service setting. Regular use of computers, phones, mobile technology, and standard office or operational equipment is required. Physical demands may include prolonged sitting or standing, moving within workspaces and service areas, loading or transporting supplies, and occasional lifting or carrying of items up to 35–50 pounds, depending on operational need. Communication by phone, email, radio, text, mobile applications, and in person is essential. Reasonable accommodations will be made in accordance with ADA standards.
Requirements
- High school diploma or GED required.
- At least 3 years of experience in routing, logistics, delivery operations, volunteer-supported service delivery, program operations, or a related field.
- Supervisory experience required.
- Strong organizational, analytical, communication, and problem-solving skills.
- Ability to collaborate with distribution, community programs, volunteer services, and front-line staff to support daily operations and future planning.
- Valid Texas Driver’s License and insurability under MOWCTX policy.
- Commitment to the mission and values of Meals on Wheels Central Texas.
Nice To Haves
- Experience creating, reviewing, or improving routes, schedules, workflows, or service delivery systems.
- Proficiency with GIS, mapping, routing, Salesforce Territory Management, or similar tools.
- Strong understanding of Austin and surrounding service areas.
Responsibilities
- Supervise Program Delivery Specialists, including scheduling, coaching, training, workload planning, performance feedback, and day-to-day operational support.
- Lead routing strategy and execution for program delivery, ensuring routes are accurate, efficient, balanced, volunteer-friendly, and aligned with neighbor needs.
- Create, maintain, and routinely review routes using routing, GIS, mapping, and Salesforce tools to improve delivery efficiency and the volunteer experience.
- Coordinate routing updates for new neighbors, address changes, service changes, special delivery needs, and operational adjustments.
- Administer delivery-related routing tools, supporting accuracy, documentation, staff training, and user adoption.
- Partner with the Manager, Program Distribution to align routing, delivery expectations, pickup site readiness, meal staging, and distribution timing each day.
- Work with the Director, Program Operations and Manager, Program Distribution to coordinate daily priorities, resolve service barriers, and plan for future operational needs.
- Support delivery-focused volunteer needs by helping ensure routes are accessible, understandable, rewarding, and designed to support recruitment, retention, and appreciation efforts.
- Collaborate with Community Programs and Volunteer Services to align route design, volunteer availability and preferences, and delivery support needs.
- Monitor delivery operations during service windows and respond to routing questions, volunteer concerns, route failures, no-shows, and other delivery-related issues.
- Support meal-delivery volunteer engagement, including route experience improvements, communications, appreciation activities, and feedback loops.
- Maintain accurate route documentation, printed and digital route materials, delivery instructions, map resources, and operational records.
- Analyze delivery trends, route efficiency, volunteer coverage, no-show patterns, and service disruptions to recommend improvements and prevent recurring issues.
- Participate in forward planning for route growth, volunteer coverage, system changes, route balancing, staffing needs, holidays, weather events, and emergency operations.
- Represent Program Operations professionally in meetings, trainings, volunteer conversations, internal planning sessions, and community-based operational discussions.
- Complete required shifts in meal delivery, office support, or program management in support of organizational goals.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
