Program Services Manager

Program Services Manager

Location: New Orleans, Louisiana

Status: Full Time

The Program Services Manager is responsible for ensuring the consistent, high-quality delivery of services to the ALS community and Team Gleason partners. This role oversees program operations, service quality, and team performance to drive Team Gleason’s impact.  

This individual is expected to think in terms of systems, not just tasks by identifying gaps, improving workflows, and ensuring that processes are clear, repeatable, and adopted. A strong focus on efficiency, clean and reliable data, and operational consistency is critical to success in this role. 

Systems and Infrastructure Ownership  

• Own and maintain all program service workflows and standard operating procedures (SOPs), ensuring they are current, clearly documented, and consistently followed. 
• Ensure all program workflows are fully defined, documented, and validated prior to training and implementation. 
• Proactively identify and stabilize workflows and align cross-functional stakeholders 
• Standardize intake processes and case lifecycle management across all program services to ensure consistency, efficiency, and equitable service delivery. 
• Establish and enforce clear handoff protocols between teams and stakeholders to support seamless service execution. 
• Ensure effective resource allocation across program services, balancing staff capacity, service demand, and organizational priorities.  
• Proactively identify gaps in staffing, workflows, or funding and provide structured recommendations to leadership. 

Data Integrity & Analytics 

• Oversee program services data quality by implementing regular audits, identifying gaps or inconsistencies, and ensuring timely remediation to maintain reliable reporting. 
• Maintain Dynamics CRM as the single source of truth for all program services data, ensuring consistent, accurate, and complete data entry across all teams. 
• Design and utilize dashboards and reports in Dynamics CRM to track service delivery, mission impact, and resource utilization, ensuring visibility into program performance. 
• Provide clear, accurate, and timely data reporting to leadership and the Board of Directors to support informed decision-making. 
• Review workflows and data trends to ensure alignment with funding criteria, service eligibility, and program requirements, and identify patterns that inform process improvements and resource planning. 

Leadership & Resource Allocation 

• Partner with the CFO to build and track the annual program services budget, ensuring resources are allocated effectively to support high-impact service delivery while maintaining responsible financial stewardship. 
• Directly manage and provide leadership to the Technology & Equipment Manager (including oversight of the full Tech & Equipment team), 
• Manage the Support Services Coordinators, including the respite care grants, ensuring coordination with grant recipients, accurate data tracking, reporting, and alignment with grant requirements. 
• Oversee the Adventures program, including staff performance, annual goals, program execution, and budget management. 
• Lead hiring and training of program services staff in partnership with Team Gleason leadership, ensuring all team members understand their roles, responsibilities, performance expectations, and required systems (including CRM and SOPs).  
• Ensure each program and staff members have clear priorities, defined workflows, and accountability for outcomes. 
• Establish clear performance expectations for all direct reports, provide regular feedback, and hold managers accountable for team performance, service quality, and adherence to processes. 

Partnership and Vendor Management  

• Serve as the primary operational lead for all active vendors and strategic collaborators. 
• Acts as the dedicated point of contact for respite grant partners, ensuring seamless coordination across the designated service areas. 
• Evaluate vendor performance to ensure pricing, quality, and education standards are met. 
• Identifies and presents new potential partners and vendors to leadership for strategic decision-making. 
• Leads end-to-end operational planning for new service contracts, including equipment refurbishment initiatives. 

Other duties as assigned 

Qualifications:  

• 5 Years in operations management with a proven record of translating strategy into documented systems. 
• Bachelor's degree required 
• Proficiency in Microsoft Dynamics and Microsoft 365. 
• Exceptional communication skills 

Compensation and Benefits:  

• Salary Range: $60,000-$70,000 
• Comprehensive Benefits including health insurance, retirement contributions, and paid time off.

About Team Gleason

Team Gleason, founded by former NFL player Steve Gleason in 2011, is dedicated to empowering individuals with Amyotrophic Lateral Sclerosis (ALS) to live meaningful and purposeful lives. The organization provides cutting-edge technology, essential equipment, and supportive care services to enhance the quality of life for people living with ALS and their caregivers. As a leading non-profit focused on ALS, Team Gleason has invested over $40 million to improve access to resources, promote independence, and foster resilience within the community. By addressing critical gaps in ALS care, Team Gleason remains committed to creating positive outcomes and opportunities for those affected by this challenging condition.