Senior Program Director Union Square Alliance

Title: Senior Program Director - Union Square Alliance Reports To: District Works Assistant General Manager FLSA: Exempt Work Location: Client Site - Union Square, San Francisco Department: Program Operations ROLE SUMMARY The Senior Program Director is the executive leader responsible for the successful delivery of all District Works services under the Union Square Alliance contract. This role provides strategic leadership for Cleaning & Hospitality, Maintenance & Technician Services (MATS), Dispatch & Member Services, People Operations, and administrative services. As the primary operational liaison to the Union Square Alliance, the Senior Program Director ensures operational excellence, fiscal stewardship, workforce development, contract compliance, and exceptional client service. The Senior Program Director brings exceptional project-management discipline and the ability to create reliable systems, routines, and accountability structures that sustain smooth operations in complex, fast-changing, and unpredictable environments. Working closely with District Works leadership and community partners, this position translates strategic goals into measurable operational results while fostering a culture of Radical Hospitality, accountability, innovation, and continuous improvement. Requirements PEOPLE LEADERSHIP Provide strategic leadership and oversight for Directors, Program Coordinators, the Administrative Coordinator, and assigned operational teams. Recruit, develop, coach, and retain high-performing leaders who embody District Works' values and Radical Hospitality. Partner with the Vice President of People and the People Operations Specialist to strengthen workforce planning, recruitment, retention, employee engagement, and leadership development. Build a culture of accountability, inclusion, professionalism, collaboration, safety, and continuous learning. Establish performance expectations, conduct coaching and evaluations, recognize achievement, and implement corrective action when needed. Develop future leaders through succession planning, mentoring, cross-training, and professional development while overseeing contractors and vendors supporting Union Square Alliance operations. OPERATIONAL LEADERSHIP Direct all operational divisions to ensure safe, efficient, and high-quality service delivery. Ensure contractual obligations, service levels, and organizational standards are consistently achieved. Optimize staffing, deployment strategies, scheduling, and resource allocation to maximize operational performance and customer experience. Establish and continuously improve Standard Operating Procedures (SOPs) and quality assurance systems. Monitor operational performance through data, field observations, audits, and continuous improvement initiatives. PROJECT & SYSTEMS MANAGEMENT Lead complex operational projects from planning through implementation, evaluation, and continuous improvement. Develop clear project scopes, timelines, milestones, deliverables, budgets, and accountability measures. Manage time, budgets, staffing, vendors, equipment, and other resources to ensure projects are completed efficiently and in accordance with established requirements. Establish reliable systems, routines, workflows, and communication structures that support disciplined execution in fast-paced, evolving, or unpredictable environments. Coordinate cross-functional projects involving District Works leadership, Union Square Alliance representatives, operational teams, contractors, vendors, and community partners. Monitor project performance through data, dashboards, progress reports, stakeholder feedback, and established performance indicators. Identify risks, delays, resource gaps, and operational barriers early and implement appropriate corrective actions. Maintain consistent follow-up with responsible parties to ensure commitments, timelines, and deliverables are achieved. Lead post-project reviews and structured reflection processes to identify lessons learned, strengthen future planning, and improve operational outcomes. Systematize successful practices into Standard Operating Procedures, training materials, implementation plans, and repeatable operational systems. CLIENT & COMMUNITY LEADERSHIP Serve as the primary operational representative for the Union Square Alliance. Develop and maintain strategic collaborative relationships with clients, city agencies, businesses, property owners, community organizations, vendors, and service partners. Present operational updates, performance metrics, recommendations, and strategic initiatives to District Works leadership and client representatives. Resolve operational concerns professionally while delivering exceptional customer service. Support community engagement initiatives that strengthen Union Square's public experience and economic vitality. FINANCIAL & ADMINISTRATIVE LEADERSHIP Develop, manage, and monitor departmental budgets and operational expenditures. Review and approve payroll, timecards, purchasing requests, and expense reports. Monitor operational and financial performance through KPIs, dashboards, and monthly, quarterly, and annual reporting. Support forecasting, workforce planning, resource allocation, and long-term operational sustainability. Maintain accurate records and ensure compliance with District Works financial policies. SAFETY & COMPLIANCE Promote a culture where safety is a shared organizational responsibility. Ensure compliance with OSHA regulations, California labor laws, company policies, and contractual requirements. Oversee incident response, corrective action, emergency preparedness, and risk mitigation. Ensure operational assets are maintained, compliant, and safely deployed. CONTINUOUS IMPROVEMENT Evaluate operational performance using data, employee feedback, and client input. Identify and implement improvements to systems, workflows, technology, and service delivery. Lead organizational change initiatives that improve operational effectiveness. Research and implement industry best practices in Urban Place Management and workforce development. MINIMUM QUALIFICATIONS Bachelor's degree in Business Administration, Public Administration, Urban Planning, Organizational Leadership, or a related field, or an equivalent combination of education and experience. Five (5) or more years of progressively responsible leadership experience in operations, public services, hospitality, facilities management, municipal services, transportation, or related industries. Five (5) or more years supervising managers and multidisciplinary teams. Demonstrated advanced project-management expertise, supported by more than 5 years of project, program, or operational leadership experience or a recognized project-management certification. Must demonstrate strength in time and budget management, resource allocation, implementation, follow-up, evaluation, and data-driven improvement. Strong knowledge of California employment laws, workplace safety regulations, and operational compliance. Excellent verbal, written, presentation, and interpersonal communication skills. Proficiency in Google Workspace, Microsoft Office, HRIS systems, payroll software, and operational reporting platforms. PREFERRED QUALIFICATIONS Master's degree in Business Administration, Public Administration, Organizational Leadership, Urban Planning, or related field preferred. Experience managing Business Improvement Districts (BIDs), Community Benefit Districts (CBDs), public-private partnerships, municipal services, transportation, hospitality, or urban place management programs. Experience leading large multidisciplinary operational teams. Project Management Professional (PMP), Certified Associate in Project Management (CAPM), Lean Six Sigma, Agile, or another recognized project-management or continuous-improvement certification preferred. Leadership certification in Urban Place Management or related industries. Compensation & Benefits $127,500 - $147,500 annual salary (commensurate with experience) Performance-based bonus eligibility Health, dental, and mental wellness benefits for employees and dependents (contingent on eligibility and company policy) 401(k) plan with employer match Paid vacation and sick time #J-18808-Ljbffr Socket