Director of Program Operations

Operation HOPE sees social justice through an economic lens. We are dedicated to financial dignity and inclusion as we equip adults and young people with the financial education, coaching and connections to secure a better future - providing guidance through personal aspirations and life’s challenges - facilitating a journey to financial independence.

Operation HOPE is currently seeking a DIRECTOR OF PROGRAM OPERATIONS reporting to the Senior Director of Program Operations. This position is responsible for the leadership of a team of coaches that provide coaching and group education workshops on behalf of Operation HOPE Partners. The Director of Program Operations’ (DPOPs) oversight consists of the delivery of adult empowerment programs (credit, homeownership and small business), personnel leadership, the analysis, implementation and enforcement of production / performance goals, along with compliance of all policies and procedures. The DPOPs will cultivate a unified, innovative human-centered culture, guiding all areas of program delivery, resources and staff support.

ESSENTIAL JOB DUTIES:

• Reports to and coordinates with the Senior Director of Program Operations
• Steward a strong culture based on the organization’s core values, principles and reflective of our commitment to diversity and inclusiveness
• Provide guidance and support in the development of each financial coach via regular communication, problem solving sessions, appropriate educational opportunities and well thought out, bi-annual performance reviews
• Oversee the client experience between coach and clients via case management evaluation and recommendations
  • Provide guidance to support the coach as they create and coach each client through their work plan in a personalized manner
  • Triage case load (high needs, med needs and low needs) to help the coach better understand the needs of each of their clients
• Monitor the progress of each financial coach’s and partner’s production and impact goals on a consistent basis
• Provide leadership to financial coaches in the maintenance of client files and associated audit practices to ensure coach program activity is accurately recorded in the case management system
• Provide guidance to each financial coach in adhering to the rules and regulations of the partner when in their facilities or work environment including safety protocols
• Collaborate with internal departments (Accounting, HRII and Partnerships) to ensure all reports are delivered on time and in accordance with the schedule indicated in the partnership agreement
• Collaborate with the marketing department to ensure Operation HOPE branding and collateral material standards are followed
• Assist the Learning Department in the development of educational content and resources as well as communicating the needs of the team to support the professional growth of the team
• Actively participate with Operation HOPE leadership to set annual goals aligned with the strategic plan and at the right intersection of ambitious and feasible
• All other responsibilities associated with leading a team of coaches and the mission of Operation HOPE

TRAVEL REQUIREMENTS

• Position requires some travel to fulfill responsibilities (less than 25%)
• Must have personal transportation to travel to designated partner sites

Skills/Qualifications:

• High aspirations for all people to be successful and empowered financially
• Bachelor’s Degree required
• Minimum of two years’ experience of operations management oversight
• Operates with a high level of personal responsibility
• Proven ability to inspire and motivate others in support of the organization’s vision and mission
• Demonstrate success managing individuals and teams to achieve production and impact expectations
• Able to support coaches engaged in action-oriented, collaborative, flexible, and innovative coaching and play a role in their long-term development
• Must be able to work with teams across various geographic locations
• Unwavering commitment to quality programs and data-driven program evaluation
• Ability to work both independently and as part of a team
• Have solid understanding of the target population’s culture
• Detail oriented, organized, excellent written and verbal communication skills
• Deep commitment to and believe in Operation HOPE’s mission

DEPARTMENT: HOPE Office of Program Operations

ACCOUNTABILITY: Senior Director of Program Operations

SUPERVISORY RESPONSIBILITIES:

HOPE Financial Coaches assigned to Private and Community Sector partner groups.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Light physical effort equal to frequent lifting or moving of lightweight materials.
• Regularly required to sit or stand, bend and reach. Generally, works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.

EEO STATEMENT

Operation HOPE is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information or any other characteristic protected by law.