CAREERS

JOB TITLE: Match Support Specialist

DEPARTMENT: Program Support Services

REPORTS TO: Associate Manager, Match Support

FLSA STATUS: Full-Time, Hourly, Non-Exempt

PAY RANGE: $22 – $26 per hour

MISSION:
Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

VISION:
At Big Brothers Big Sisters, we create and support mentoring relationships that ignite the power and promise of the next generation. Through mentorship, all youth achieve their full potential.

Position Summary

The Match Support Specialist provides proactive, relationship-centered, and data-informed support to mentoring matches to promote child safety, strengthen developmental outcomes, and sustain long-term match relationships.

This role is designed to move beyond compliance monitoring toward an intentional model of wraparound engagement that supports youth, caregivers, and mentors as a connected support network. Match Support Specialists play a critical role in preventing premature match closures, reducing overall closure rates, and protecting the agency’s nationally recognized average match length of over four years.
Through coaching, early risk identification, resource navigation, and community connection, the Match Support Specialist strengthens match stability, enhances mentor and family experience, and contributes directly to youth success.

 The Specialist manages an assigned caseload and is accountable for measurable outcomes including contact completion, retention indicators, referral engagement, survey compliance, satisfaction metrics, and match longevity.

Key Responsibilities

Retention, Stability, and Closure Prevention
• Proactively monitor match relationship health to identify early signs of disengagement, stress, or risk.
• Implement early intervention and coaching strategies to strengthen match resilience.
• Develop stabilization approaches for matches experiencing challenges.
• Conduct structured exit interviews to understand closure drivers and identify opportunities for re-engagement or program improvement.
• Analyze closure patterns and contribute to organizational strategies that reduce preventable match terminations.
• Support the maintenance of an average match length exceeding four years.

Wraparound Support and Resource Navigation
• Identify youth and families who may benefit from additional support due to academic, social-emotional, environmental, or access-related barriers.
• Conduct exploratory and coaching conversations during match contacts to better understand underlying needs impacting match stability or youth outcomes.
• Provide intentional connections to internal programs including:
        • Mentor engagement and support resources
        • College and career readiness pathways
        • Family support and enrichment services
• Share curated opportunities related to education, career exploration, youth enrichment, and family well-being.
• Utilize survey data and relationship assessments to guide coaching and resource recommendations.

Mentor Engagement, Value, and Community Building
• Ensure mentors feel supported, appreciated, and connected to the agency mission.
• Provide mentors with practical tools and resources to strengthen relationship-building activities, including activity ideas, digital communication resources, and event opportunities.
• Promote participation in community experiences such as Big Collective gatherings and match enrichment events.
• Identify opportunities to recognize and celebrate mentors and families.
• Coach mentors through relationship challenges using reflective listening, strengths-based guidance, and problem-solving support.
• Encourage long-term volunteer engagement, satisfaction, and rematch potential.

Match Support Management
• Manage an assigned caseload in alignment with agency service standards.
• Conduct monthly, quarterly, and post-18-month support contacts
• Complete 90-130 documented contacts and case notes monthly while maintaining at least a 90% contact completion rate.
• Maintain accurate and timely case documentation.
• Actively reduce backlog by staying on track with call completions

Survey, Data, and Outcome Monitoring

• Administer and track required outcome surveys including RPI, SOR, YOS/COS, and other agency tools.
• Achieve a minimum target of 65% for data collection and survey completion.
• Use outcome data to inform intervention, coaching, and retention strategies.
• Monitor trends related to match length, closure reasons, satisfaction, and engagement.

Engagement, Events, and Cross-Regional Collaboration
• Support planning and attendance at in-person events (minimum one per month)
• Engage directly with participants at events to strengthen program connection and gather feedback.
• Collaborate across Orange County and Inland Empire teams to share best practices and improve service consistency.
• Participate in continuous improvement initiatives focused on retention and youth outcomes.

Performance Metrics
• Consistently achieves full monthly contact completion rate.
• Backlog reduction and caseload management compliance
• Reduction in premature and overall match closures
• Average match length maintenance and improvement
• Referral connection and engagement outcomes
• Survey completion and data quality targets
• Participant, mentor, and family satisfaction measures
• Community engagement and event participation

QUALIFICATIONS

• Bachelor’s degree in social work, human services, psychology, or related field, or equivalent work experience required.
• 1–2 years of experience in youth services, case management, or related environment.
• Strong understanding of child development, family systems, and youth mentoring dynamics.
• Experience working with diverse or high-need populations preferred.
• Bilingual English/Spanish required.
• Excellent communication, coaching, and conflict resolution skills.
• Proficiency in Microsoft Office and database systems.
• Valid driver’s license and reliable transportation required.
• Ability to work evenings and weekends as needed.

Physical Requirements
• Prolonged periods of sitting at a desk and working on a computer, as well as occasional standing and walking.
• Must be able to communicate effectively, both verbally and in writing.
• Occasional bending, stooping, reaching, and lifting up to 25 pounds (such as program materials, supplies, or office equipment).
• Ability to travel to various sites, events, and meetings as required by the role.
• May occasionally work in outdoor environments and be exposed to varying weather conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

WORK ENVIRONMENT

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

• Routine office environment
• Frequent independent travel 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Job Description may be subject to change to meet the needs of the organization.

Your employment with BBBSOCIE will be “at will,” meaning that either you or BBBSOCIE may end your employment at any time and for any reason, with or without cause.

Job Title: High School Bigs Program Specialist
Department: High School Bigs Program
Reports To: Director of High School Bigs
FLSA Status: Non-Exempt, Full-Time, Hourly
Pay Range: $22-23/hour

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

Job Summary

Essential to the BBBS brand, the purpose of this position is to ensure department-wide match growth and quality through the leadership of services and delivery. A high-level customer service, focusing on volunteer options and child safety, is to be demonstrated throughout the match process.

This position requires a dynamic, adaptable, and organized sales recruiter focusing on engaging and recruiting Elementary School Students and High School Students for an after school mentoring program with Big Brothers Big Sisters Organization. This position requires an energetic candidate to strategically develop and maintain relationships with academic faculty, staff, and student organizations. You will also provide subject matter expertise to manage brand (BBBS) and image on high school campuses, inform management on recruitment strategy, processes, and data while being the main point of contact (POC) for students. This position is goal driven and has a sales and service mentality with required availability to travel in assigned local territory and be the face of the organization during recruitment efforts. Engaging presentation skills are a must.

This position cultivates prospective new volunteers for the High School Mentoring Program and works to bring back prior year volunteers. Additionally, this position is responsible for ensuring all program launch timelines are met, all volunteers are efficiently screened and matched to ensure the best possible outcome. This position is indirectly responsible for the overall satisfaction of our school partners and manages the recruitment of youth volunteers and youth mentees. This position is also responsible for communicating the vision of BBBSOC in addition to the department goals, outcomes, and processes to outside constituencies.

A successful incumbent will produce positive outcomes in volunteer yield, processing time, and match satisfaction.

Job Summary

Essential to the BBBS brand, the purpose of this position is to ensure department-wide match growth and quality through the leadership of services and delivery. A high-level customer service, focusing on volunteer options and child safety, is to be demonstrated throughout the match process.

This position requires a dynamic, adaptable, and organized sales recruiter focusing on engaging and recruiting Elementary School Students and High School Students for an after school mentoring program with Big Brothers Big Sisters Organization. This position requires an energetic candidate to strategically develop and maintain relationships with academic faculty, staff, and student organizations. You will also provide subject matter expertise to manage brand (BBBS) and image on high school campuses, inform management on recruitment strategy, processes, and data while being the main point of contact (POC) for students. This position is goal driven and has a sales and service mentality with required availability to travel in assigned local territory and be the face of the organization during recruitment efforts. Engaging presentation skills are a must.

This position cultivates prospective new volunteers for the High School Mentoring Program and works to bring back prior year volunteers. Additionally, this position is responsible for ensuring all program launch timelines are met, all volunteers are efficiently screened and matched to ensure the best possible outcome. This position is indirectly responsible for the overall satisfaction of our school partners and manages the recruitment of youth volunteers and youth mentees. This position is also responsible for communicating the vision of BBBSOC in addition to the department goals, outcomes, and processes to outside constituencies.

A successful incumbent will produce positive outcomes in volunteer yield, processing time, and match satisfaction.

JOB RESPONSIBILITIES

• Research territory to create and execute individual campus strategies for assigned schools to include but not limited to: Events, information sessions, student clubs, organizations.
• Conduct recruitment of elementary and high school students applying sales techniques in order to recruit and enroll students.
• Conduct enrollments (including orientations & interviews), and completion of any other activity required for the enrollment process.
• Professionally communicate organizational and programmatic goals to potential volunteers as well as child safety measures.
• Assess high school students “fit” for all standards, expectations, and safety measures required by BBBSIE.
• Assist matching of volunteers (high school students) to youth mentees (elementary school students) for assigned caseload.
• Identify and eliminate barriers to the enrollment process by being solution focused on all aspects of stakeholder support and school partnership satisfaction.
• Review and follow up with references as necessary for all volunteers.
• Review enrollment queue and conduct informational sessions as necessary to yield increased volunteer interest for all individual school partners.
• Identify new potential partners for volunteers on an as needed basis and facilitate opportunities through high-level stakeholders.
• High degree of collaboration with Program Specialists responsible for facilitating the program of designated caseload and sharing an equal partnership in setting and accomplishing desired goals.
• Facilitate match acceptance and initial meetings as necessary for volunteers and mentees.
• Work closely with on-going volunteers to further recruitment needs and provide development and fundraising opportunities.
• Cultivate long-term and sustaining relationships with volunteer-rich organizations (i.e., schools, youth volunteer organizations, etc.)
• Track and evaluate recruitment and outreach efforts. Provide weekly progress reports of enrollment activity.
• Work well in a fast paced environment with continuous team collaboration in order to meet programmatic goals and metrics.
• Be part of the site coverage schedule for any needed assistance upon the absence of a team member.

Qualifications

• Bachelor’s Degree required
• Ability to apply sales techniques to recruitment process
• High level of customer service
• Familiar with Windows XP software & G-Suite applications.
• Must have access to a reliable automobile; valid driver’s license and automobile insurance.
• Excellent oral and written communication skills reflecting solid customer service both in-person, via the telephone; and high-level interviewing skills.
• Excellent public speaking skills with the ability to connect with youth and high-level stakeholders.
• High level, engaging presentation skills
• Excellent organizational and time-management skills.
• Maintain confidentiality throughout daily operations.
• Excellent attention to detail.

COMPETENCIES

Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and service; talks and acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect; ensures customers feel they have been listened to; establishes credibility quickly.

Interpersonal Savvy
Relates well to all kinds of people; builds appropriate rapport; practices active listening; builds constructive and effective relationships; deals effectively with diversity; uses diplomacy and tact; capable of diffusing difficult situations comfortably; manages frustration appropriately; is easy to approach and talk to; spends the extra effort to put others at ease.

Organizational Ability
Can marshal resources to get things done; orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and follows established process

Results/Outcome Oriented
Can be counted on to meet goals successfully; is constantly and consistently one of the top performers; steadfastly pushes self and others for results; sets clear objectives and measures process and progress.

Promotes Vision and Mission
Effectively promotes the agency mission and vision, internally, as well as with the broader community.

Innovative Management:
Has the ability to bring forward creative ideas and suggestions; always looking for better/more efficient ways to improve process and systems; has a sense about managing the creative process of others; can facilitate and participate effective brainstorming; can project how potential ideas may play out in the marketplace; is good at bringing the creative ideas of others to market.

Perseverance:
Pursues everything with energy, drive and a need to finish; seldom gives up before a project is complete; especially in the face of resistance or setbacks.

Managing Vision and Purpose:
Creates and communicates a compelling and inspired vision or sense of core purpose; sees beyond today; sees possibilities; is optimistic; creates mileposts and symbols to rally behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations.

Ability to Prioritize:
Spends his/her time and the time of others on what’s important; identifies and acts on critical issues; can quickly sense what will help or hinder accomplishing a goal; eliminates or navigates around roadblocks, creates focus.

WORK ENVIRONMENT

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

• Routine office environment
• Frequent independent travel 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Job Description may be subject to change to meet the needs of the organization.

Your employment with BBBSOCIE will be “at will,” meaning that either you or BBBSOCIE may end your employment at any time and for any reason, with or without cause.

Job Title: Student Success Mentor
Department: Operations
Reports To: Director of Program Innovation & Data
FLSA Status: Full-Time, Non-Exempt, Hourly
Pay Range: $25-$27 an hour

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

Job Summary

The Student Success Mentor delivers the MentorConnect Program in partnership with Moreno Valley Unified School District (MVUSD) elementary schools, providing school-based mentoring that strengthens students’ social-emotional development, school engagement, and positive decision-making. Through weekly small-group mentoring sessions and individualized check-ins, the Student Success Mentor builds trusting relationships that help students develop confidence, resilience, communication skills, and healthy behaviors.

JOB RESPONSIBILITIES

Recruitment & Enrollment
• Partner with school administrators, counselors, and teachers to identify students who may benefit from the MentorConnect Program.
• Conduct student enrollment, parent/guardian outreach, and obtain required consent documentation.
• Maintain accurate enrollment records and student profiles in MatchForce.
• Introduce students and families to program expectations, goals, and benefits.

Group Mentoring & SEL Instruction
• Plan and facilitate engaging small-group mentoring sessions aligned with the MentorConnect curriculum.
• Deliver lessons that strengthen the CASEL Five Core Competencies and reinforce positive behaviors.
• Create a safe, inclusive, and engaging learning environment where all students can participate.
• Differentiate instruction and activities to meet diverse learning styles and student needs.

Individual Student Mentoring & Case Management
• Conduct a minimum of one 30-minute individual mentor check-in with each student every month.
• Build a trusting mentoring relationship that promotes student strengths, goal setting, and personal growth.
• Monitor student progress and adjust mentoring strategies to support individual needs.
• Collaborate with teachers, counselors, administrators, and families to coordinate student support and share relevant progress.
• Maintain accurate case notes, student goals, and mentoring documentation in accordance with BBBSA standards.

Monitoring, Evaluation & Learning
• Maintain accurate attendance, case notes, and mentoring documentation.
• Track student outcomes using surveys, observations, and approved assessment tools.
• Prepare reports highlighting participation, student growth, and program outcomes.
• Support continuous program improvement through data collection and evaluation.

Perform other duties as assigned.

Job Qualifications

Minimum Qualifications
• Bachelor’s degree in Education, Child Development, Psychology, Social Work, Human Services, or a related field (or equivalent combination of education and experience).
• Minimum two years of experience working with elementary-aged youth in schools, mentoring, after-school, youth development, or related settings.
• Experience facilitating groups and building positive relationships with children.
• Strong written and verbal communication skills.
• Strong organizational and documentation skills.
• Proficiency with Google Workspace, Microsoft Office, and case management systems (Salesforce/MatchForce preferred).
• Bilingual (English/Spanish) preferred.

Preferred Qualifications
• Experience working in elementary schools.
• Knowledge of PBIS, MTSS, and CASEL competencies.
• Experience delivering social-emotional learning (SEL) curriculum.
• Bilingual (English/Spanish).

PHYSICAL REQUIREMENTS
• Prolonged periods of sitting at a desk and working on a computer, as well as occasional standing and walking.
• Must be able to communicate effectively, both verbally and in writing.
• Occasional bending, stooping, reaching, and lifting up to 25 pounds (such as program materials, supplies, or office equipment).
• Ability to travel to various sites, events, and meetings as required by the role.
• May occasionally work in outdoor environments and be exposed to varying weather conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

COMPETENCIES

• Customer Focus
• Organization & Time Management
• Communication
• Attention to Detail
• Initiative & Problem-Solving
• Collaboration
• Technical Proficiency
• Adaptability

Work Environment

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

• Routine office environment.
• Frequent independent travel.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Job Description may be subject to change to meet the needs of the organization.

Your employment with BBBSOCIE will be “at will,” meaning that either you or BBBSOCIE may end your employment at any time and for any reason, with or without cause.

Job Title: Office Operations Manager
Department: Administration
Reports To: Chief Administrative Officer (CAO)
FLSA Status: Exempt – Administrative
Primary Location: Santa Ana, CA
Service Area: Orange, Riverside, and San Bernardino Counties
Compensation: $70,304

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

POSITION SUMMARY

The Office Operations Manager is responsible for the administrative oversight, operational effectiveness, and continuous improvement of BBBSOCIE’s workplace and business operations. Reporting to the Chief Administrative Officer (CAO), this position exercises discretion and independent judgment in developing, implementing, and improving operational systems, procedures, vendor relationships, workplace safety practices, technology processes, resource management, and administrative infrastructure that support the organization’s mission and strategic priorities.

The Office Operations Manager serves as a key operational partner to the CAO and works collaboratively with Human Resources, Finance, Technology, program leadership, property management, vendors, and external partners to ensure that organizational operations are efficient, consistent, compliant, cost-effective, and aligned with agency needs.

The position is responsible for evaluating operational needs, identifying risks and opportunities, developing solutions, establishing processes, coordinating implementation, and monitoring results across agency locations.

This position is primarily engaged in administrative and non-manual duties directly related to BBBSOCIE’s general business operations and requires regular exercise of discretion and independent judgment.

ESSENTIAL DUTIES & RESPONSIBILITIES

1. OPERATIONAL STRATEGY & ADMINISTRATIVE MANAGEMENT
• Partner with the CAO to assess organizational operational needs and translate agency priorities into practical operational systems and processes.
• Evaluate existing administrative and operational practices and recommend improvements that increase efficiency, consistency, employee experience, safety, and cost-effectiveness.
• Develop, implement, document, and maintain standard operating procedures for core administrative and workplace functions.
• Establish systems that promote consistent operational practices across agency locations.
• Monitor operational performance, identify recurring issues, and develop solutions to address root causes.
• Anticipate operational needs and proactively recommend solutions before issues disrupt agency operations.
• Manage multiple operational projects, priorities, deadlines, and initiatives with appropriate follow-through and accountability.
• Provide the CAO with operational recommendations, risks, trends, and opportunities requiring leadership consideration.
• Support agency-wide initiatives and special projects requiring operational planning, coordination, and implementation.

2. FACILITIES & WORKPLACE OPERATIONS
• Provide administrative oversight of agency office operations, facilities, workspace needs, and workplace functionality.
• Oversee the operational relationship with property management, contractors, and service providers.
• Evaluate facility needs and determine appropriate operational responses in partnership with the CAO and relevant internal leaders.
• Coordinate facility projects, office changes, relocations, workspace modifications, furniture installations, and other operational initiatives.
• Establish and maintain systems for facility requests, maintenance, work orders, access, security, and related operational needs.
• Monitor facility-related services and identify opportunities to improve service quality, efficiency, and cost-effectiveness.
• Oversee office resource and supply systems, including inventory controls, ordering processes, usage monitoring, and cost management.
• Establish appropriate procedures for office opening, closing, access, security, and operational continuity.
• Ensure workplace environments support a professional, safe, organized, and welcoming experience for employees, volunteers, partners, tenants, and visitors.

3. VENDOR & CONTRACTOR MANAGEMENT
• Serve as the primary administrative liaison with property management, vendors, contractors, service providers, and other operational partners.
• Evaluate vendor performance, service quality, responsiveness, and cost-effectiveness.
• Partner with the CAO and Finance to identify, evaluate, and recommend vendors and service providers.
• Coordinate vendor relationships, service expectations, work orders, preventative maintenance, and operational projects.
• Review vendor performance and identify opportunities for improved service, efficiency, or cost savings.
• Maintain organized records of vendor agreements, service schedules, warranties, facility information, and related documentation.
• Coordinate appropriate routing of invoices, contracts, and approved work orders in accordance with agency procedures.
• Make recommendations regarding vendor continuation, modification, or replacement based on operational needs and performance.

4. WORKPLACE SAFETY & EMERGENCY PREPAREDNESS
• Serve as an administrative and operational lead for workplace safety and emergency preparedness.
• Develop, maintain, and communicate workplace safety procedures and operational protocols in partnership with Human Resources and the CAO.
• Identify potential workplace, facility, security, and operational risks and recommend corrective action.
• Coordinate agency safety drills, emergency preparedness activities, and related operational planning.
• Lead Safety Committee meetings, including agenda development, documentation, follow-up, and implementation of recommendations.
• Monitor workplace safety practices and recommend improvements based on identified risks and organizational needs.
• Maintain systems to ensure emergency resources and safety supplies are appropriately maintained and accessible.
• Partner with Human Resources and the CAO regarding workplace practices requiring operational or compliance attention.

5. TECHNOLOGY OPERATIONS & SYSTEM IMPLEMENTATION
• Provide administrative and operational oversight of agency technology resources and workplace technology systems.
• Partner with the Director of Technology and external technology providers on agency-wide technology implementation and adoption.
• Coordinate operational planning for technology rollouts, including timelines, communications, training, documentation, and implementation support.
• Establish systems for tracking agency-issued technology assets and ensuring appropriate accountability throughout the employee lifecycle.
• Coordinate technology equipment deployment, reassignment, and retrieval in partnership with Human Resources and Technology.
• Monitor recurring technology-related operational issues and identify opportunities to improve staff experience and system effectiveness.
• Serve as a liaison between staff, Technology leadership, and external technology partners to facilitate resolution of operational issues.
• Support development of job aids, procedures, and staff resources related to agency technology platforms.
• Evaluate operational technology needs and make recommendations regarding processes, resources, and improvements.

Note: The position may provide limited first-level assistance when necessary to maintain operational continuity; however, routine technical support and complex technology troubleshooting remain the responsibility of the Technology function or designated technology provider.

6. RESOURCE MANAGEMENT & COST CONTROL
• Monitor operational spending and identify opportunities to improve efficiency and control costs.
• Evaluate resource utilization and make recommendations regarding office supplies, equipment, furniture, facilities, vendors, and other operational resources.
• Develop and maintain systems for tracking operational resources and recurring expenses.
• Partner with Finance and the CAO to support responsible stewardship of organizational resources.
• Analyze operational needs and recommend solutions that balance service quality, organizational priorities, and cost.
• Maintain appropriate documentation and records supporting operational expenditures and decisions.

7. ORGANIZATIONAL SYSTEMS & CONTINUOUS IMPROVEMENT
• Regularly evaluate operational systems, procedures, and workflows to identify opportunities for improvement.
• Develop practical solutions to operational challenges and lead or coordinate implementation.
• Create systems that improve consistency, accountability, communication, and efficiency across locations.
• Develop and maintain SOPs, workflows, checklists, and other operational tools.
• Establish appropriate methods for tracking operational projects, deadlines, recurring responsibilities, and follow-up.
• Identify operational risks and recommend preventative strategies.
• Monitor implementation of new processes and evaluate whether changes are achieving intended outcomes.
• Communicate significant operational trends, challenges, and recommendations to the CAO.

8. CROSS-FUNCTIONAL COLLABORATION
• Partner with the CAO, Human Resources, Finance, Technology, and program leadership to address organizational operational needs.
• Provide operational guidance and recommendations to leaders regarding facilities, workplace systems, resources, vendors, safety, and administrative processes.
• Coordinate cross-functional projects requiring operational planning and implementation.
• Build productive working relationships with employees, vendors, property management, community partners, tenants, and other stakeholders.
• Communicate operational expectations, changes, and procedures clearly and professionally.
• Maintain confidentiality and exercise sound judgment when handling organizational, employee, vendor, facility, or other sensitive information.

DISCRETION & INDEPENDENT JUDGMENT
The Office Operations Manager is expected to regularly exercise discretion and independent judgment in matters affecting BBBSOCIE’s general business operations, including:

• Evaluating operational needs and determining appropriate solutions.
• Recommending changes to policies, procedures, systems, and workflows.
• Evaluating vendors and service providers.
• Prioritizing operational projects and resources.
• Identifying workplace and operational risks.
• Determining appropriate operational responses to facility and workplace issues.
• Developing and implementing operational procedures.
• Evaluating cost-saving opportunities.
• Coordinating implementation of organizational systems and technology.
• Determining when matters require escalation to the CAO, Human Resources, Finance, Technology, or other leadership.

The position operates under general supervision, with significant responsibility for independently evaluating issues, developing solutions, and carrying projects through implementation.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Operations Management, Organizational Leadership, or a related field preferred; equivalent relevant experience may be considered.
• 4–6 years of progressive experience in office operations, business administration, facilities management, or a related operational function, including experience independently managing projects and priorities.
• Demonstrated experience developing, implementing, and improving operational processes, procedures, workflows, and standard operating procedures (SOPs).
• Experience managing vendor relationships, facilities/workplace operations, contracts, resources, and operational expenditures.
• Strong project management, problem-solving, and organizational skills, with the ability to manage multiple priorities and exercise sound independent judgment.
• Strong interpersonal and communication skills with demonstrated ability to collaborate effectively across departments, leadership levels, vendors, and external partners.

PHYSICAL REQUIREMENTS
• Prolonged periods of sitting at a desk and working on a computer, as well as occasional standing and walking.
• Must be able to communicate effectively, both verbally and in writing.
• Occasional bending, stooping, reaching, and lifting up to 25 pounds (such as program materials, supplies, or office equipment).
• Ability to travel to various sites, events, and meetings as required by the role.
• May occasionally work in outdoor environments and be exposed to varying weather conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

CORE COMPETENCIES
• Collaboration
• Client Orientation
• Critical Thinking
• Workload Management
• Growth Mindset
• Character

Work Environment

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

• Routine office environment.
• Frequent independent travel.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Job Description may be subject to change to meet the needs of the organization.

Your employment with BBBSOCIE will be “at will,” meaning that either you or BBBSOCIE may end your employment at any time and for any reason, with or without cause.

Job Title: Director of Program Operations & Engagement
Department: Operations
Reports To: Chief Administrative Officer
FLSA Status: Full-Time, Exempt, Salary 
Pay Range: $120,000 – $130,000

Mission: Creating and supporting mentoring relationships that ignite the power and promise of the next generation.

Vision: Through mentorship, all youth achieve their full potential. 

POSITION SUMMARY

The Director of Program Operations & Engagement serves as a hands-on operational leader responsible for partnering directly with program leaders to strengthen execution, improve consistency, and drive organizational success across all program areas. This role works alongside leaders—not above them—to identify operational challenges, develop practical solutions, reinforce accountability, and ensure organizational priorities are successfully implemented.

Success in this role requires a highly collaborative leader who thrives in the day-to-day operations of the organization. The Director is expected to spend significant time working directly with teams through observation, coaching, training, problem-solving, and follow-up to ensure processes are effective, expectations are clear, and initiatives move from planning to completion.

The Director will work closely with the CAO to identify opportunities, strengthen program operations, build capable teams, and ensure programs are positioned to achieve organizational goals. The role will have a strong focus on operational readiness, productivity, quality, turnaround time, and measurable program outcomes.

Rather than independently managing program services, this position focuses on building operational capacity by working directly with leaders and teams to improve performance, implement best practices, strengthen execution, and achieve measurable results.

Leadership Partnership, Coaching & Operational Support – 25%
• Serve as a day-to-day operational partner to program directors and managers.
• Work closely with the CAO to identify operational needs, strengthen programs, develop leaders, and build high-performing teams.
• Meet regularly with leaders to review priorities, challenges, KPIs, staffing, productivity, and operational performance.
• Work alongside leaders and teams to observe workflows, identify barriers, and provide real-time coaching and support.
• Coach leaders on prioritization, execution, communication, accountability, and follow-through.
• Work directly with managers to identify gaps in performance and develop practical action plans to address them.
• Support leaders during implementations, transitions, staffing changes, and periods of organizational growth.
• Follow up consistently on commitments and action items to ensure work moves from discussion to completion.
• Build leadership capability through coaching, mentoring, training, and practical problem-solving.
• Serve as a hands-on resource to leaders when additional operational support is needed.

Operational Excellence, Readiness & Program Performance – 25%
• Lead operational readiness efforts across program teams to ensure staff, workflows, resources, and processes are positioned to achieve program and organizational goals.
• Work closely with program and enrollment teams to ensure operational activity supports the organization’s match goals and other key program outcomes.
• Identify opportunities to improve processes, turnaround time, quality, productivity, consistency, and overall program results.
• Evaluate current workflows and identify inefficiencies, bottlenecks, duplication, and barriers to successful execution.
• Develop and implement practical process improvements that increase efficiency and improve outcomes.
• Standardize processes, tools, workflows, and expectations where consistency is needed across teams.
• Work with managers to establish clear operational expectations and ensure teams understand how their daily work connects to organizational goals.
• Monitor the effectiveness of implemented changes and make adjustments based on results, feedback, and operational observations.
• Support departments during staffing transitions, new program launches, organizational changes, and periods of increased demand.
• Ensure operational practices align with organizational standards, child safety expectations, client experience standards, and strategic priorities.

Training, Onboarding & Team Development – 20%
• Oversee onboarding and operational training for program team members within assigned areas of responsibility.
• Partner with program leaders and the CAO to identify training needs based on performance, process changes, and organizational priorities.
• Design and facilitate training for leaders, managers, and staff on operational processes, systems, workflows, and expectations.
• Develop onboarding materials, job aids, SOPs, tools, and training resources that support consistent execution.
• Ensure new team members receive the training, resources, and hands-on support necessary to become productive in their roles.
• Reinforce training through observation, coaching, follow-up, and KPI performance trends.
• Assess training effectiveness and identify additional learning or coaching needs.
• Work alongside managers to reinforce expectations after training and ensure new processes are being consistently applied.
• Partner with People & Culture to support leadership development and organizational training initiatives.

Productivity, KPI Management & Accountability – 15%
• Manage and monitor productivity across designated program production teams and their managers, with oversight and direction from the CAO.
• Establish clear expectations for productivity, quality, turnaround time, activity, and other applicable program KPIs.
• Review performance data weekly with managers to identify trends, gaps, barriers, and opportunities for improvement.
• Work directly with managers when productivity or performance falls below expectations to identify root causes and establish corrective action plans.
• Ensure managers are actively managing their teams’ productivity and holding staff accountable to established expectations.
• Monitor whether teams are completing required activities within established timelines and quality standards.
• Use data, observation, team feedback, and client feedback to evaluate operational effectiveness.
• Champion a culture of accountability, collaboration, ownership, and client-focused execution.
• Ensure accountability is balanced with coaching, problem-solving, and the support necessary for teams to succeed.
• Escalate significant performance, staffing, operational, or resource concerns to the CAO with recommended solutions.

Reporting, Projects & Continuous Improvement – 15%
• Present weekly and monthly operational reporting to executive leadership highlighting KPIs, program feedback, operational trends, risks, accomplishments, and areas requiring attention.
• Develop and maintain dashboards, scorecards, reports, and other tools that provide clear visibility into program performance.
• Translate operational data into actionable recommendations for leadership.
• Coordinate organization-wide operational projects from planning through implementation and support after.
• Monitor project timelines, deliverables, dependencies, and accountability.
• Keep executive leadership informed of project status, risks, barriers, and resource needs.
• Lead cross-functional implementation efforts and ensure appropriate communication, training, and follow-through.
• Identify and implement changes designed to improve process efficiency, turnaround time, quality, productivity, and program outcomes.
• Gather feedback from program leaders and staff to identify recurring operational issues and opportunities for improvement.
• Evaluate whether process and operational changes are producing the intended results and recommend further adjustments when needed.
• Ensure projects and operational initiatives remain aligned with organizational priorities and measurable outcomes.
• Perform other duties as assigned.

Key Leadership Expectations
The Director of Program Operations & Engagement is expected to:
• Be hands-on: Spend meaningful time in the day-to-day operations of programs, working alongside leaders and teams rather than operating solely from a strategic or administrative level.
• Drive execution: Ensure priorities, decisions, and initiatives move from planning to action and completion.
Build strong teams: Partner with the CAO and program leaders to identify talent, strengthen capabilities, improve onboarding to new role, and build effective team structures.
• Lead through influence: Build trust and partnership with program leaders while maintaining clear expectations and accountability.
• Use data to drive decisions: Regularly review KPIs, productivity, quality, turnaround time, and other operational measures to identify trends and opportunities.
• Improve continuously: Challenge ineffective processes and implement practical improvements that produce measurable results.
• Follow through: Maintain visibility into commitments, action items, deadlines, and deliverables until completion.
Champion collaboration: Break down silos and encourage strong communication and partnership across departments.
• Maintain a client-focused approach: Ensure operational decisions and improvements ultimately strengthen the experience and outcomes of the children, families, volunteers, schools, and partners served by the organization.
• Model accountability: Set the expectation that leaders and teams own their results while providing the coaching and support necessary to achieve them.

Measures of Success
Success in this position will be demonstrated through:
• Consistent achievement of program and operational KPIs.
• Improved productivity and accountability across program teams and managers.
• Improved turnaround time and workflow efficiency.
• Increased quality and consistency of program execution.
• Strong operational readiness across teams.
• Effective onboarding and training of program staff.
• Successful implementation of organizational initiatives and process improvements.
• Clear and timely weekly and monthly reporting to executive leadership.
• Strong follow-through on operational priorities and action items.
• Improved collaboration and communication across program teams.
• Demonstrated ability to identify operational barriers and implement solutions.
• Stronger leadership capability and team performance.
• Measurable improvement in client-focused program outcomes.

Minimum Qualifications

• Bachelor’s degree in business administration, nonprofit management, organizational leadership, human services, or a related field; equivalent combination of education and relevant experience may be considered.
• 5–7+ years of progressively responsible experience in program operations, organizational operations, program management, or a related field, including experience supporting or leading teams.
• Demonstrated experience coaching and developing managers and leaders, strengthening team performance, and driving accountability and follow-through.
• Proven experience evaluating workflows and implementing process improvements that increase efficiency, consistency, productivity, quality, and/or service outcomes.
• Experience establishing, monitoring, and using KPIs, productivity measures, dashboards, or performance data to identify trends and drive operational decisions.
• Demonstrated experience leading cross-functional projects and organizational initiatives from planning through implementation, including managing timelines, dependencies, communication, and stakeholder engagement.
• Experience developing and facilitating training, onboarding, SOPs, job aids, and other operational resources that support consistent execution and employee effectiveness.

PHYSICAL REQUIREMENTS
• Prolonged periods of sitting at a desk and working on a computer, as well as occasional standing and walking.
• Must be able to communicate effectively, both verbally and in writing.
• Occasional bending, stooping, reaching, and lifting up to 25 pounds (such as program materials, supplies, or office equipment).
• Ability to travel to various sites, events, and meetings as required by the role.
• May occasionally work in outdoor environments and be exposed to varying weather conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

CORE COMPETENCIES
• Operational Leadership & Execution – Translates organizational priorities into clear operational plans and ensures initiatives move from planning through implementation and completion.
• Coaching & Leadership Development- Builds the capability of managers and teams through hands-on coaching, mentoring, training, feedback, and practical problem-solving
• Accountability & Follow-Through – Establishes clear expectations, maintains visibility into commitments and deliverables, and reinforces ownership while providing the support necessary for teams to succeed.
• Continuous Improvement & Problem-Solving – Identifies operational barriers, inefficiencies, and root causes and develops practical, sustainable solutions that improve workflows and outcomes.
• Data-Informed Decision-Making – Uses KPIs, productivity measures, quality indicators, operational observations, and stakeholder feedback to evaluate performance, identify trends, and recommend action.
• Collaboration & Influence – Builds trusted partnerships across teams and departments, effectively influencing others without relying solely on positional authority and helping break down organizational silos.
• Performance & Results Orientation – Maintains a strong focus on productivity, quality, turnaround time, operational readiness, and measurable program outcomes.
• Change & Implementation Leadership – Effectively supports teams through new initiatives, process changes, staffing transitions, program launches, and periods of organizational growth while maintaining clarity and momentum.
• Communication & Organizational Alignment – Communicates expectations, priorities, risks, progress, and performance information clearly across multiple levels of the organization and connects day-to-day work to broader organizational goals.
• Mission & Client Focus – Ensures operational decisions and improvements support high-quality experiences and positive outcomes for the children, families, volunteers, schools, and community partners served by Big Brothers Big Sisters.


Work Environment

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

• Routine office environment.
• Frequent independent travel.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Job Description may be subject to change to meet the needs of the organization.

Your employment with BBBSOCIE will be “at will,” meaning that either you or BBBSOCIE may end your employment at any time and for any reason, with or without cause.