Program Operations Manager

Description

Child Development, Inc.’s mission is to improve the quality of life for children and their families, providing them the opportunity to build a better future. Our Choices for Children (CFC) program helps low-income families in Santa Clara and Stanislaus County gain access to subsidized childcare and other community of support services while they work, look for employment, or improve their education.

Job Summary: The Program Operations Manager reports to the Associate Director of Providers, Program Operations, & Fiscal Compliance. The Program Operations Manager supports the Alternative Payment Programs available in Santa Clara & Stanislaus Counties by maintaining program support operations and Alternative Payment Program family fee files. The Program Operations Manager works closely with all managers and staff to make recommendations to improve program operations processes and systems by utilizing a broad range of financial and business knowledge. The person in this position manages the program operations staff and coordinates efforts to ensure that family payments are being collected in a timely manner. They are also responsible for promoting Child Development, Inc. / Choices for Children’s mission and values.

Requirements

Responsibilities:

• Oversee Provider Payment approval process
• NoHo case management system administrator and is the primary point of contact for NoHo support/troubleshooting
• Assist with maintaining and processing the waitlist to enroll families
• Manage team consisting of program support and family fee employees
• Provide guidance, support, and mentorship to ensure a high-performing and engaged team
• Oversee communication and community outreach programs for CAPP & CalWORKs Stage 2
• Process improvement in program operations by identifying and developing solutions to improve operations and productivity
• Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision
• Backup for Fiscal Compliance reporting
• Maintain the enrollment portal and company website
• Manage attendance log process and payment confirmation/receipts
• Manage family fee processes, develop payment plans, identify, and assess areas of business risk
• Detailed knowledge of funding terms and conditions, contract program requirements and able to interpret and clarify policies and procedures for families
• Manage accounts tracking and ensure receivable billing systems are maintained accurately
• Is available, responsive and provides accurate information to clients and employees
• Ability to keep accurate and complete files and records

Accountabilities:

• Coordinate with Choices for Children management and staff to improve program operations and develop effective policies and procedures
• Oversee maintenance of program materials for providers and families including but not limited to the handbook and provider packets
• Ensure communication with family counselors on Notice of Actions related to family fee payment status
• Prepare management reporting on family fee payments
• Oversee accounts receivable and weekly deposits from Family Fee payments, ensuring maintenance of accurate records of communication and receipt of payments
• Displays a strong customer service mindset in actions and communication by being courteous, friendly, and mature
• Continuously looks for way to increase efficiency by developing and implementing new processes for enrollment intake by utilizing new technologies and up to date information/regulations
• Strong knowledge and experience in data collection and analysis to provide accurate data & fiscal compliance reporting
• Encourages and supports professional growth by keeping current with new technologies, guidelines and regulations and sharing with other employees as needed
• Manage, supervise, and train Program Operations staff
• Other responsibilities assigned based on business needs

Qualifications, Knowledge, and Skills

• 5+ years of experience in managing business operational teams
• Experience in service industries and/or industry specific a plus
• Bilingual language skills are a plus
• BA degree or equivalent experience
• Experience working with Alternative Payment Programs desirable
• Must be able to think outside the box, work independently with general supervision, be a team player, and willing to contribute beyond the defined role to meet business needs as circumstance require
• Continuously identify opportunities for process improvement
• Must demonstrate strong time management, written, analytical and verbal communication skills
• Ability to build strong cross-functional relationships and work collaboratively
• Ability to maintain sensitivity when interacting with a culturally diverse population of care providers, staff and program administration
• Is open and responds to feedback
• Flexibility to reprioritize workload or to work on a variety of special projects
• Ability to work independently and as part of a team

Job Type: Full-time, Exempt

2026-2027 Pay Range: $86,382.40 - $120,931.20 annual salary