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 at home. We foster an environment where every employee is respected, celebrated, and encouraged to bring their whole self to work.

Why Work at Accra?

• 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.

About This Role:

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.

What You Will Do:

• 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 concerns, driving timely resolution and service recovery when necessary.
• Partners with technology and other stakeholders to optimize system utilization, reporting capabilities, and workflow automation opportunities.
• Prepares and delivers operational reports, presentations, and recommendations to department and executive leadership.
• Manages departmental budgets and resource allocation as assigned, ensuring fiscal accountability and effective stewardship of organizational resources.
• Promotes a culture of accountability, continuous improvement, collaboration, and exceptional customer service across all operational teams.

Requirements

• Bachelor's degree in Business Administration, Healthcare Administration, Organizational Leadership, Operations Management, Nursing, Human Services, or a related field required. Master's degree preferred.
• 3-5 years of progressive experience in operations management, program administration, workforce management, healthcare operations, human services, or a related field.
• Minimum 3 -5 years of people leadership experience with responsibility for managing leaders and/or multiple functional teams.
• Strong operational leadership skills with the ability to manage multiple functions simultaneously while maintaining service quality and efficiency.
• Advanced analytical and problem-solving skills with the ability to interpret complex operational data and translate insights into action plans.
• Strong understanding of workforce planning, resource allocation, scheduling methodologies, and capacity management principles.
• Proven ability to develop and implement operational strategies that support organizational growth and scalability.
• Excellent verbal, written, and presentation skills.
• Ability to influence decision-making and drive alignment across departments and leadership levels.
• Strong project management skills, including the ability to prioritize competing initiatives and successfully execute strategic objectives.
• Advanced proficiency in Microsoft Office Suite, particularly Excel, Power BI, and data reporting tools.
• Experience utilizing workforce management, scheduling, CRM, or healthcare operations systems preferred.
• Demonstrated ability to lead through change, foster employee engagement, and build high-performing teams.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive employee, participant, and business information.