Regional Director - Programming

Big Brothers Big Sisters of Eastern Massachusetts•Hyannis, MA

1d•$84,000 - $93,000•Hybrid

About The Position

At Big Brothers Big Sisters of Eastern Massachusetts (BBBSEM), we are dedicated to empowering children by igniting and defending their potential through mentorship. Our mission is to foster healthy child development by cultivating lasting, one-to-one friendships between children and caring, responsible adults, all supported by trained professional staff. We achieve this by collaborating with schools, workplaces, and volunteers across Eastern Massachusetts to deliver our programs and services directly to the youth who need them most. The role of a regional lead within our agency is crucial for ensuring our Service Delivery work in the region meets the highest standards and aligns with the Agency’s strategic goals and objectives. This position serves as the primary representative of the agency in the community, actively engaging with volunteers, families, and local partners to build strong matches and expand our services. Internally, this role involves developing high-impact relationships with staff through coaching, counseling, and training, while also ensuring the quality of their work. Collaboration with other Program Services leaders is expected for recruiting and training new team members.

Requirements

Bachelor’s degree with 6+ years of work experience, preferably in customer support, customer relationship management, human or social services.
Proven people management experience.
Ability to learn and speak to BBBSEM’s mission, communities and cultures.
Ability to communicate with professionalism, enthusiasm, and empathy to large groups and individuals verbally and in writing.
Highly proficient with MS Office (Outlook, Word, Teams, etc.).
Experience with Salesforce.
Knowledgeable with business analysis tools and systems.
Must be willing and able to travel throughout the region when necessary.
Available to attend events at different times of the day.

Nice To Haves

Existing awareness of the CCI region is a plus.
Strong leadership skills with the proven ability to manage, motivate, and develop individual staff and teams to exceed quantitative and qualitative goals.
Effective and confident public speaker; proven ability to develop strong working relationships.
Excellent communication skills, written and verbal.
Exceptional relationship management skills; ability to network and gain access to decision-makers; genuine listener; comfortable making cold calls and setting up appointments.
Ability to successfully work independently and in a team environment.
Proven organization and time management skills to complete a high volume of varied responsibilities in a fast paced setting.
Prior experience with Salesforce.
Prior experience working with diverse populations of adult and youth.
Excellent verbal, written and interpersonal communications skills.
Enthusiasm, creativity, a positive sense of humor, and a “can do” attitude.

Responsibilities

Hire, supervise, onboard, and develop Program Services staff.
Act as the subject-matter expert for all region-based programming questions.
Develop deep, strong relationships with local partners to ensure strong program outcomes for youth, including oversight of traditional 1-to-1 programming and other program models.
Manage escalations from staff regarding procedural, clinical, and safety/risk management issues in coordination with the VP of Program Services and the Chief Program Officer.
Create a motivating, high energy environment and foster a solution-oriented approach within the team.
Continuously analyze and benchmark performance metrics (quality, quantity, efficiency) to identify best practices and areas for improvement, and coach staff on these metrics.
Represent the agency at partnership meetings, present on agency goals and the impact of our model, and participate in agency events.
Partner with the internal community engagement team to establish working partnerships and recruitment opportunities.
Support region events as needed.
Regularly monitor region needs and partner with other teams to ensure the region’s goals are met, which may include expanding volunteer recruitment or leveraging community connections for programming.
Share resources and capacity across regions to best support the agency’s overall mission.
Act as a leader within the region, stepping in to accomplish work and support regionally-based staff.
Partner with the Region Lead, Development to foresee growth needs and foster a strong region culture.
Advise agency leadership on region-specific challenges and proactively find solutions.
Regularly acquire feedback and input from internal and external stakeholders.
Analyze market data and research to understand and identify trends, challenges, and opportunities within the region.