WIOA Program Manager

Career Team is a leading workforce development organization on a mission to transform lives. We blend cutting-edge technology with compassionate, high-touch services to drive real, measurable outcomes in the lives of job seekers across the country. At Career Team, we’re solving today’s unemployment challenges with smart software, world-class trainers, dedicated case managers, dynamic job developers, and innovative partners. If you're passionate about making a difference and believe in the power of technology to transform lives, you’ll feel right at home here.

Career Team is hiring a full-time WIOA Program Manager as part of the Workforce Innovation and Opportunity Act (WIOA) program to serve WIOA and unemployed job seeker customers. This position provides oversight and coaching to the Adult, Dislocated Worker, and Youth Career Advisors. The Program Manager oversees the day-to-day operations of the Career Advisors, assesses caseload shape, completes monthly report-outs, and trains staff in case management activities related to the WIOA program as outlined in the current program design.

Work is performed under the supervision of the Deputy Director.

• Provide oversight and coaching to the Adult, Dislocated Worker, and Youth Career Advisors
• Approve enrollment applications and support services, and oversee program referral pathway processes
• Manage and lead program staff to meet or exceed performance goals, ensuring Career Advisors maintain accurate case records and files with no disallowed costs on eligibility
• Plan and implement a quality management model for continuous improvement and customer satisfaction
• Use Work In Texas reports to analyze and support performance activities
• Evaluate all performance goals at the start of each program year and establish procedures to ensure staff follow prescribed strategies for each performance measure
• Ensure appropriate corrective action is taken to address deficiencies
• Assist in developing and implementing casework service plans for complex cases
• Direct and supervise the work of program staff, fill open positions in a timely manner, deliver timely coaching, and conduct employee evaluations on schedule
• Identify and address staff training needs
• Visit Career Advisors at access points to ensure connectivity and strong partnerships
• Identify, build, and maintain community partnerships and collaborate with other professionals
• Complete monthly report-outs and prepare and present reports of activities and accomplishments
• Address customer complaints fairly, using strong customer service as a guide
• Model Extreme Customer Service behaviors in all interactions with internal and external customers
• Approach each day and task with a "ZAG" mindset
• Other duties and projects as needed

This position is expected to be 100% onsite. The selected candidate will be required to work onsite at the listed location.

• Bachelor's degree in Business Administration, Psychology, Social Services, or a related field, or equivalent experience, plus 2 to 4 years of proven management experience
• Knowledge of and hands-on experience with WIOA Adult, Dislocated Worker, and Youth program operations, policies, and performance requirements
• Strong business knowledge of customer service best practices and performance management, with experience in training and coaching/mentoring
• Strong project management, organizational, personnel, problem-solving, and data analysis skills, with the ability to interact with employees at all levels
• Excellent interpersonal skills and strong written and oral communication skills
• Strong technical skills, proficiency in Microsoft Office, and a commitment to accountability in a continually improving quality environment
• A Valid Driver's License

• Master's or MBA degree
• Knowledge of the Deep East Texas region and its employers, community organizations, and workforce partners
• Strong computer skills in MS Excel and Google Sheets
• Bilingual or multilingual
• Outstanding…