Director of Program Services - Cape Cod/Plymouth Region

At Big Brothers Big Sisters of Eastern Massachusetts (BBBSEM) we believe that every child deserves to have a mentor in their corner and to ignite and defend their potential. That's why we are committed to promoting the healthy development of children through the nurturing of continuing, one-to-one friendships with caring responsible adults, supported by trained professional staff. To accomplish this we partner with schools, workplaces, and volunteers all over Eastern Massachusetts to bring our program and services closest to youth who need them.

Role Summary

The role of regional director within our agency is a critical position which helps us ensure our Service Delivery work in the region is held to the highest standards and that results line up with the Agency’s strategic goals and objectives. This role is one of two directors in the region and will have shared ownership of region goals. It will act as the key contact for all program needs in the region, including showing up in the community and keeping their ear to the ground to identify how we can best serve our constituents. This means interacting directly with volunteers, families, and local partners with the purpose of developing strong matches and growing our services in the region.

Internally, you will be entrusted with building high-impact relationships with your staff through coaching, counseling, and teaching. You will also be responsible for your team’s training and the quality of their work. As needed, you will work alongside other Program Services leaders to recruit and train the best talent to join our team.

Key Responsibilities

Program & Staff Management

• Hire, supervise, onboard, and develop Program Services staff
• Act as the subject-matter expert for all region-based programming questions
• Develop deep, strong relationships with local partners to ensure strong program outcomes for youth. This includes oversight of our traditional 1-to-1 programming, and other program models.
• Manage, in coordination with the VP of Program Services and the Chief Program Officer, escalations from staff with regard to procedural, clinical, and safety/risk management issues
• Create a motivating, high energy environment. Be solution-oriented and help your team do the same
• Continuously analyze and benchmark performance metrics (quality, quantity, efficiency) to identify best practices and areas for improvement. Coach staff on these metrics.
• Represent the agency at partnership meetings, present on the agency’s goals and the impact of our model. Participate in Agency events and perform additional tasks assigned by the Director(s) of Program Services, Chief Program Officer, and/or CEO

Volunteer & Youth Recruitment

• Partner with the internal community engagement team to establish working partnerships and recruitment opportunities.
• Step in to support region events as needed.
• Regularly monitor region needs and partner with other teams to make sure the region’s goals can be met. This may include expanding your reach to recruit volunteers, or leveraging connections in the community to open up doors for our programming.
• Share resources and capacity across regions to best supports the agency’s overall mission

Region Leadership

• Act as a leader within the region, leaning in when needed to accomplish our work and supporting regionally-based staff
• Partner with the Region Lead, Development to foresee growth needs and foster a strong region culture. Advise agency leadership on region-specific challenges and proactively find solutions
• Regularly acquire feedback and input from internal and external stakeholders. Analyze market data and research to understand and identify trends, challenges, and opportunities within the region

Basic Qualifications

• Bachelor’s degree with 6+ years of work experience, preferably in customer support, customer relationship management, human or social services
• Proven people management experience
• Ability to learn and speak to BBBSEM’s mission, communities and cultures. Existing awareness of the CCI region is a plus.
• Ability to communicate with professionalism, enthusiasm, and empathy to large groups and individuals verbally and in writing
• Highly proficient with MS Office (Outlook, Word, Teams, etc.), Experience with Salesforce, and knowledgeable with business analysis tools and systems
• Must be willing and able to travel throughout the region when necessary; available to attend events at different times of the day.

Desired Qualifications

• Strong leadership skills with the proven ability to manage, motivate, and develop individual staff and teams to exceed quantitative and qualitative goals
• Effective and confident public speaker; proven ability to develop strong working relationships. Excellent communication skills, written and verbal.
• Exceptional relationship management skills; ability to network and gain access to decision-makers; genuine listener; comfortable making cold calls and setting up appointments
• Ability to successfully work independently and in a team environment.
• Proven organization and time management skills to complete a high volume of varied responsibilities in a fast paced setting
• Prior experience with Salesforce
• Prior experience working with diverse populations of adult and youth
• Excellent verbal, written and interpersonal communications skills
• Enthusiasm, creativity, a positive sense of humor, and a “can do” attitude