Senior Program Manager, Agency Administrative Operations

Description

At Accra, our mission is to improve lives by providing individualized homecare services and support to people living  foster an environment where every employee is respected, celebrated, and encouraged to bring their whole self to work.

• Accra offers a comprehensive benefits package designed to support your personal well-being, professional growth, and financial future:
• Work/Life Balance:
  Schedules designed to help you thrive.
• Generous PTO:
  Including an additional paid day dedicated to self-care and a separate paid day for community volunteering.
• Mental Health Support:
  Free wellbeing programs.
• Smart Financial Options: HSA & FSA plans to help you plan ahead.
• Secure Your Future: 401(k) retirement plan to invest in tomorrow.
• Comprehensive Benefits:
  Medical, dental, and vision coverage for full-time employees.
• Professional Development:
  Training and growth opportunities to advance your career.
• Bonus Eligible:
  This position is eligible for a performance-based annual bonus.

The Senior Program Manager provides strategic and operational leadership for the Agency Intake, Agency Coordination, and Scheduling teams. This role is responsible for ensuring efficient service delivery, workforce capacity planning, operational excellence, and consistent execution of agency processes that support participant and employee success. The Senior Administrative Program Manager drives operational performance through data-informed decision making, process optimization, and team development while partnering closely with organizational leaders to achieve agency growth, quality, and service objectives.

This position serves as a key leader in building scalable systems and operational practices that support sustained organizational success.

• Directs the daily operations and performance of the Intake, Agency Coordination, and Scheduling teams, ensuring alignment with organizational goals and service expectations.
• Provides leadership and direction to managers, supervisors, and team leads to achieve departmental objectives.
• Responsible for hiring, onboarding, performance management, coaching, employee development, disciplinary action, succession planning, and retention efforts.
• Develops operational strategies, workflows, and performance standards that improve efficiency, quality, and participant experience across all assigned functions.
• Oversees workforce planning activities, including staffing allocations, workload balancing, forecasting, and capacity management to support business demands.
• Ensures timely and accurate completion of participant intake, service coordination, scheduling, and related administrative processes.
• Establishes, monitors, and reports on operational metrics related to intake conversion, scheduling effectiveness, service fulfillment, productivity, quality, and customer satisfaction.
• Identifies operational bottlenecks and leads continuous improvement initiatives to enhance efficiency, reduce service delays, and improve outcomes.
• Collaborates with Human Resources, Payroll, Talent, IT and Field Operations teams to ensure seamless execution of agency services.
• Develops and maintains standard operating procedures (SOPs), workflows, policies, and training materials supporting operational consistency and compliance.
• Leads organizational change initiatives related to systems, processes, technology adoption, and operational improvements.
• Analyzes trends and operational data to identify risks, opportunities, and resource needs and provides recommendations to executive leadership.
• Ensures compliance with organizational policies, state and federal regulations, contractual requirements, and agency standards.
• Oversees escalated participant, employee, and stakeholder…