Operations Program Manager - Addison Group

Job Title: Operations Program Manager

Location (city, state): Phoenix, AZ (Hybrid: 2 days in-office, 3 days remote)

Industry: Nonprofit

Pay:

• $28.00 - $30.00/hour (Contract)
• $60,000 - $63,000/year (Potential Direct Hire Conversion)

About Our Client:

Our client is a nonprofit organization dedicated to supporting financial literacy, housing stability, and wealth-building opportunities for underserved communities. They collaborate with community partners and organizations to deliver impactful programs that foster economic prosperity.

Job Description:

This role involves managing the daily operations of a counseling program, ensuring call center performance meets or exceeds quality and compliance standards, and supporting strategic initiatives. The Operations Program Manager will play a critical role in enhancing service delivery, managing resources, and driving improvements within the program.

Key Responsibilities:

• Oversee program performance, including quality, compliance, and productivity metrics.
• Train and guide call center representatives, ensuring adherence to policies and objectives.
• Address operational challenges and recommend solutions to improve efficiency.
• Resolve escalated client concerns with a focus on superior service and fiscal responsibility.
• Prepare reports and analyze data to inform management decisions and support goals.
• Process and manage invoices and contracts with vendors and community partners.
• Collaborate with team leads to create and update training materials and procedures.

Qualifications:

• 5+ years of experience in a call center or customer service role, including 3+ years in a supervisory or lead capacity.
• Advanced proficiency in Microsoft Excel.
• Bilingual in English and Spanish.

Desired Experience:

• Familiarity with mortgage products, lending programs, and loan application processes.
• Experience in community-based organizations or nonprofits.
• Understanding of the U.S. Latino community and related nonprofit initiatives.

Additional Details:

• Start Date: 12/6
• Hours: Monday to Friday, 8:00 AM - 5:00 PM with flexibility
• Systems: MS Excel, Monday.com, Salesforce
• Interview Process: One virtual interview, followed by a final onsite interview

Perks:

• Hybrid schedule with flexibility.
• Opportunity to work with a mission-driven organization.
• Potential for long-term employment.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran, in accordance with applicable federal, state, and local laws. Reasonable accommodation is available for qualified individuals with disabilities upon request.