Program Manager

Program Manager

CASA of Southeast Texas

Position Overview

The Program Manager (PM) is responsible for the strategic oversight, structure, and performance of CASA’s program. This role ensures program quality, compliance, and sustainability by building strong systems, holding staff accountable, and leading program operations through the Assistant Program Manager and Volunteer Coordinators.

The Program Manager does not carry a caseload and instead focuses on creating a program that operates effectively under both normal and high-demand conditions.

Essential Duties and Responsibilities1. Program Leadership & Strategy

• Lead overall program strategy, structure, and execution.
• Ensure alignment between program operations and organizational goals.
• Build and maintain a program model that is sustainable, scalable, and efficient.
• Identify gaps, risks, and opportunities within the program.
• Ensure the program operates effectively during high-demand periods or staffing shortages.
• Continuously evaluate and improve program structure, workflows, and staffing models.

2. Compliance & Quality Assurance

• Maintain full accountability for program compliance with CASA standards, court requirements, and funding expectations.
• Ensure all case documentation, contact logs, court reports, and required activities are completed accurately and on time.
• Review compliance data and reports provided by the Program Specialist.
• Identify areas of non-compliance and implement corrective action.
• Hold Volunteer Coordinators accountable for missing or incomplete requirements based on reporting data.
• Ensure consistent quality of advocacy across all cases.

3. Staff Leadership & Accountability

• Lead and support the Assistant Program Manager and Volunteer Coordinators.
• Set clear expectations for performance, professionalism, and case management.
• Hold staff accountable for meeting program standards and requirements.
• Conduct performance conversations, coaching, and corrective action as needed.
• Conduct annual and mid-year performance evaluations for all direct reports.
• Facilitate quarterly KPI check-ins to monitor performance and progress.
• Utilize the Assistant Program Manager to support performance evaluations and feedback processes.
• Ensure feedback is ongoing and not limited to formal review periods.
• Maintain clear documentation of performance, feedback, and disciplinary actions.
• Communicate expectations and priorities clearly and consistently.

4. KPI Ownership & Performance Management

• Own all program-related KPIs assigned by the Executive Director.
• Develop and implement strategies to ensure KPIs are met across the program.
• Monitor team performance and adjust strategies as needed.
• Use data to drive decision-making and performance improvement.
• Ensure accountability for KPI performance across all Volunteer Coordinators.

5. Case Oversight & Program Decision-Making

• Provide high-level oversight of all cases without carrying a personal caseload.
• Support complex case decisions and escalations from the Assistant Program Manager and Volunteer Coordinators.
• Ensure appropriate case assignments and workload distribution.
• Collaborate with the Assistant Program Manager on staffing assignments and caseload balancing.
• Maintain visibility into case trends, risks, and outcomes.

6. Data, Reporting & Program Dashboard

• Oversee development and maintenance of a centralized program dashboard, including:
• Case counts
• Children served
• Compliance metrics
• Key program outcomes
• Ensure data is accessible for leadership, board reporting, and marketing use.
• Collaborate with the Program Specialist to ensure data accuracy.
• Use data to identify trends, gaps, and performance issues.
• Centralize reporting to eliminate reliance on fragmented systems.

7. Volunteer Coordinator Structure & Development

• Oversee Volunteer Coordinator structure (VC I, II, III).
• Evaluate staff performance, skills, and readiness for advancement.
• Recommend promotions to the Executive Director based on demonstrated performance.
• Ensure appropriate caseload distribution based on experience and case complexity.
• Support development of specialization tracks within the Volunteer Coordinator role.
• Ensure staff are equipped to manage both standard and high-complexity cases.

8. Crisis Management & Escalation

• Serve as the primary escalation point for program-related issues.
• Manage complex or sensitive situations involving cases or staff.
• Escalate high-risk situations (legal, reputational, or safety concerns) to the Executive Director.
• Ensure appropriate response, communication, and documentation for critical incidents.
• Maintain program stability during crises or unexpected challenges.

9. Systems, Processes & Program Infrastructure

• Build and maintain systems that support consistency, efficiency, and scalability.
• Establish clear workflows, expectations, and accountability structures.
• Ensure program operations do not rely on individual staff members.
• Identify and implement process improvements to increase effectiveness.
• Collaborate with the Office Administrator on operational improvements, automation, and reporting efficiencies.

10. SOP Development & Implementation

• Maintain and update program-related Standard Operating Procedures (SOPs).
• Ensure SOPs are actively used and followed by all program staff.
• Review SOP updates from team members for accuracy and consistency.
• Conduct SOP review cycles:
• Monthly for new or updated processes
• Quarterly for established processes
• Ensure SOPs reflect current best practices and operational needs.

11. Backfill & Leadership Continuity

• Support development of the Assistant Program Manager and Volunteer Coordinators for growth and promotion readiness.
• Ensure the program has defined backfill structures relying on peer and direct report coverage.
• Collaborate with the Assistant Program Manager to maintain operational continuity during staff absences.
• Step in only for:
• Critical decision-making
• Escalations
• High-risk situations
• Maintain program stability during staff transitions or vacancies.

12. Other Duties as Assigned

• Perform additional duties as needed to support the organization’s mission and operations.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Beaumont, TX 77701

Salary : $55,000 - $65,000