Senior Manager of Technical Program Management at Capital One driving complex programs in cloud operations resilience. Collaborating with cross - functional teams to deliver technological solutions with an innovative approach.
About the role
- Caller Support & Follow Up Program Manager leading post-abortion engagement at CAF. Managing operations and supporting staff while fostering community connections and leadership development.
Responsibilities
- Manage the day to day operations of caller follow-up programming, including the structure of phone, text, and email based communications
- Along with the Director of Service Delivery and cross departmental collaborators, support the design, implementation, and evaluation of post-abortion care programs, such as Community Care Circles
- Collaborate cross departmentally to support leadership development pipelines for CAF grantees, including storytelling and organizing opportunities
- Support the development of caller-facing materials for community engagement pathways (e.g., pamphlets, web content)
- Collaborate with other Program Managers where appropriate to incorporate caller feedback into program design
- Serve as relief for Senior Support Coordinators as needed
- Serve as primary Support Coordinator of last resort in the event that an assigned Support Coordinator or case manager is unable to work their shift or work with a specific client
- Supervise, coach, and support coordinator-level program staff
- Lead onboarding, skill-building, and training related to helpline support coordination
- Facilitate regular coaching and case review sessions to ensure compassionate and consistent care
- Drive the development of a healthy team culture grounded in deep collaboration, trust, curiosity, equity, feedback, and sustainability.
- Work with the Director of Service Delivery to align follow-up programming with the overall service delivery model
- Coordinate with Development, Advocacy, and Communications staff to elevate caller stories and needs
- Partner with Operations and other programs staff members to ensure smooth handoffs and care continuity across programs
- Maintain and support compliance with documentation and evaluation systems in relevant databases, in coordination with the Operations team
- Co-create and maintain a culture that fosters deep collaboration, trust, and coordination across functional organizational areas
- Actively participate in required convenings, summits, retreats, and staff meetings, and participate in required staff communications
- Update professional knowledge by participating in educational opportunities approved by CAF, maintaining networks, and participating in professional organizations as relevant to the role
Requirements
- 2+ years of work experience leading a team, organization, or group through transformation or change
- 2+ years of continuous work experience in case management, customer service, social services, call center or related work
- Familiarity with and/or past attendance of CAF Community Circles programming or other post-abortion programming
- Flexible approach to work and ability to effectively manage ambiguity in a dynamic work environment
- Excellent organization, time management, and detail orientation
- Self-motivated, resourceful, creative, and able to work with a significant amount of autonomy; strong problem solving skills
- Commitment to and understanding of reproductive justice and demonstrated experience supporting low-income communities and communities of color
- Experience in assisting people with receiving services with compassion, kindness, and empathy
- Strong interpersonal and communication skills
- Demonstrated ability to collaborate in leadership roles
- Ability to work within a small team effectively and make collaborative decisions
- Ability to lead and train staff, interns, students, and volunteers
- Willingness to work a flexible schedule including some evenings and weekends
- Experience with confidential information management
- Records maintenance skills and ability to gather and analyze statistical data
- Demonstrate broad experience with some combination of: Google Suite, task management software and social media
Benefits
- 401K with up to 5% employer match
- Unlimited paid time off, including a mandatory four weeks off
- Paid parental leave
- 100% employer-paid health insurance premiums (medical, dental, vision) with 50% dependent coverage
- Observance of federal holidays
Job title
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Experience level
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Degree requirement
No Education Requirement
Location requirements
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