Program Manager

Program Manager

Location

1360 Garrison Avenue, Bronx, NY 10474 (primary site) and 1 Smith Street, Brooklyn, NY 11201

Reports To

Director of Sustainability and Social Enterprise Initiatives

Direct Reports

Two Crew Supervisors

About The HOPE Program

The HOPE Program (HOPE) empowers New Yorkers to build stronger futures through comprehensive training, employment, career advancement, and lifelong support. For forty years, HOPE has stood as a pillar for individuals facing systemic barriers to economic opportunity.

Our vision of a Home Of Prosperity and Empowerment goes beyond traditional job placement by preparing participants for sustainable careers and addressing systemic challenges in underserved neighborhoods. Through our signature workforce development initiatives and holistic support services, we help participants navigate the challenges of unemployment, underemployment, and financial instability.

Our employees embody HOPE’s core values—Heart, Opportunity, Purpose-Driven, and Excellence—by embracing a growth mindset, showing empathy, and remaining deeply committed to the individuals we serve. We are committed to breaking the cycles of poverty and exclusion that impact so many in our city.

Position Summary

The HOPE Program is seeking a Program Manager to run the day-to-day operation of HOPE’s green economy training programs and supervise the Crew Supervisors who deliver classroom instruction and on-the-job training across HOPE’s Social Enterprise work contracts. The Program Manager is the operational lead on the floor — opening and closing the training site, keeping the daily participant experience running, and resolving or escalating the issues that surface during a program day. The role also schedules Crew Supervisors against the project calendars owned by the Project Managers, coordinates participant internship placements with external host partners, and provides operational, administrative, and financial support to the Director.

The position reports to the Director, Sustainability and Social Enterprise Initiatives and is expected to work a minimum of four days from the office across all HOPE and partner locations and work schedule may include evening and weekend hours.

Key Responsibilities

Site Operations and Daily Floor Management

• Serve as the daily operational lead for the Bronx site: complete opening and closing procedures and confirm that classrooms, shop and storage areas, tools, and common spaces are set up, safe, and ready before participants arrive.
• Arrange daily participant meals: order against verified headcount, manage vendors and delivery windows, account for dietary needs, and keep spend within the approved budget.
• Manage OMNY card and transportation benefit distribution: maintain secure inventory, issue against verified attendance and eligibility, log each issuance, and reconcile weekly.
• Act as first responder for issues that surface during the program day — address participant conflicts and behavior concerns, report any facility or equipment failures and redirect participants and staff at location accordingly, handle vendor problems, and schedule disruptions — resolving what can be resolved on site and escalating the rest with a recommendation.
• Apply HOPE’s incident reporting protocols and complete documentation and notifications on time.

Supervision and Development of the Crew Supervisor Team

• Directly supervise two Crew Supervisors: set clear, measurable goals tied to participant attendance, skill attainment, certification, and placement outcomes, hold weekly one-on-ones, and give timely, specific feedback.
• Build and publish the weekly Crew Supervisor schedule across classroom instruction, on-the-job training crews, and work contracts, adjusting for absences and project changes without reducing participant training time.
• Observe classroom instruction and field supervision on a regular cycle, document what you observe, and coach to it, closing gaps in curriculum delivery, safety, and participant engagement.
• Onboard new Crew Supervisors and interns using HOPE’s standard materials, co-develop a professional development plan with each, keep required credentials current, complete performance documentation on schedule, and approve timesheets and coverage so that no class or project is left unstaffed.

Crew Scheduling and Project Support

• Work with the Project Managers to properly assign Crew Supervisors to work engagements and social enterprise contracts.
• Maintain a current view of Crew Supervisor assignments across active projects and give Project Managers early warning when capacity, credentialing, or attendance will not meet a project’s needs.
• Support Crew Supervisors in preparing participants for on-the-job training — documentation, PPE, safety orientation, tool assignments, and site access — and keep employment staff informed of participant readiness and work performance.
• Track participant hours and process participant payroll weekly: verify timecards against attendance and project records, resolve discrepancies with Crew Supervisors, and submit approved hours by deadline.

Internship Coordination and Management

• Coordinate participant internship placements with external host partners end to end: confirm slots and start dates, match participants against host requirements, and prepare them for the placement.
• Serve as day-to-day contact for host-site supervisors, address attendance and performance concerns quickly, track intern hours and completion in Salesforce, and debrief each cycle to improve the next.

Data Management and Compliance

• Ensure that Crew Supervisors maintain complete, timely, and accurate records in Salesforce — attendance, case notes, participant profile and demographic data, class and session records, and project and internship activity — within HOPE’s 48-hour documentation standard, and record participant and partner feedback and testimonials.
• Monitor unit performance against goals weekly using HOPE’s reports and dashboards, act early on attendance, retention, and completion risks, and run data quality checks, coaching Crew Supervisors on documentation practice.
• Raise systems and access barriers, including CRM access and data availability, promptly and in writing so that reporting, compliance, and funder obligations are not put at risk.

Minimum Qualifications

The following are the ideal qualifications for this position. A successful candidate will possess a compelling combination of strengths in some areas and the self-awareness to identify areas where they are eager to learn and grow.

• At least three years of operations or program management experience, including at least two years directly supervising staff, preferably in workforce development, social enterprise, or a fee-for-service contract environment.
• Demonstrated experience running the day-to-day operations of a physical site, including opening and closing procedures, vendor coordination, and real-time problem solving.
• Experience building and adjusting staff schedules across competing priorities and shifting project calendars.
• Working knowledge of timekeeping and payroll processes, purchasing, and expense reconciliation.
• Willingness to work, or experience working, with people of different cultures and backgrounds, including individuals affected by the criminal legal system, housing insecurity, and substance use, and comfort operating in a trauma-informed, participant-centered environment.
• Experience building, documenting, and implementing processes, plus strong digital skills and experience documenting in a CRM (HOPE uses Salesforce), Google Suite, and Zoom.
• Excellent oral and written communication and organizational skills with strong attention to detail; problem solver, solution oriented, flexible and adaptable, and a strong team player who works well independently.

Work Environment

• This is a hybrid position working at least 4 days per week at HOPE and partner locations and work schedule will include evening and weekend hours.
• Work hours for this position may be subject to change based on organizational needs. Employees may be required to adjust their schedules, including working outside of standard business hours, as necessary to fulfill the responsibilities of the role.
• Employees serve as ambassadors of The HOPE Program and may be called upon to represent the organization at community events, partner meetings, public forums, and other external engagements, helping to advance our mission and strengthen relationships with stakeholders, including employers and community partners.

Salary and Benefits

The annual salary range for this position is $65,000 to $75,000, and is dependent upon experience. HOPE provides a full package of benefits including healthcare, vision and dental insurance, retirement plan, competitive vacation (plus half-day Fridays during July and August), and 12 paid holidays.

The HOPE Program is an equal opportunity employer.