Program Operations Manager

Full time, Salary Exempt, Hybrid Eligible

Summary

The Manager, Program Operations oversees daily meal delivery operations for Meals on Wheels Central Texas, with primary responsibility for routing, delivery execution, Program Delivery Specialist supervision, and the volunteer delivery experience. This role is grounded in the work of program delivery and incorporates volunteer support responsibilities that directly affect route coverage, volunteer retention, delivery communications, and the ability of volunteers to complete routes successfully. Working closely with the Manager, Program Distribution and Director, Program Operations, this role helps coordinate daily operations while also planning ahead for route growth, volunteer capacity, system improvements, and operational readiness.

Key Responsibilities

• Supervise Program Delivery Specialists, including scheduling, coaching, training, workload planning, performance feedback, and day-to-day operational support.
• Lead routing strategy and execution for program delivery, ensuring routes are accurate, efficient, balanced, volunteer-friendly, and aligned with neighbor needs.
• Create, maintain, and routinely review routes using routing, GIS, mapping, and Salesforce tools to improve delivery efficiency and volunteer experience.
• Coordinate routing updates for new neighbors, address changes, service changes, special delivery needs, and operational adjustments.
• Serve as a primary operational administrator for delivery-related routing tools, supporting accuracy, documentation, staff training, and user adoption.
• Partner closely with the Manager, Program Distribution to ensure routing, delivery expectations, pickup site readiness, meal staging, and distribution timing are aligned each day.
• Work with the Director, Program Operations and Manager, Program Distribution to coordinate daily operational priorities, resolve service barriers, and plan for future operational needs.
• Provide delivery-focused volunteer support by helping ensure routes are accessible, understandable, rewarding, and designed to support recruitment, retention, and appreciation efforts.
• Collaborate with Community Programs and Volunteer Services to align route design, volunteer availability, volunteer preferences, and delivery support needs.
• Monitor delivery operations during service windows and respond to routing questions, volunteer concerns, route failures, no-shows, or other delivery-related issues.
• Support volunteer engagement efforts related to meal delivery, including route experience improvements, volunteer communications, appreciation activities, and feedback loops.
• Maintain accurate route documentation, printed and digital route materials, delivery instructions, map resources, and operational records.
• Analyze delivery trends, route efficiency, volunteer coverage, no-show patterns, and service disruptions to recommend improvements and prevent recurring issues.
• Participate in forward planning for route growth, volunteer coverage, system changes, route balancing, staffing needs, holidays, weather events, and emergency operations.
• Represent Program Operations professionally in meetings, trainings, volunteer conversations, internal planning sessions, and community-based operational discussions.
• Contribute to organizational goals by completing required shifts in meal delivery, office support, or program management.

Qualifications

• High school diploma or GED required.
• Minimum 3 years of experience in routing, logistics, delivery operations, volunteer-supported service delivery, program operations, or a related field.
• Supervisory experience required.
• Experience creating, reviewing, or improving routes, schedules, workflows, or service delivery systems preferred.
• Proficiency with GIS, mapping, routing, Salesforce Territory Management, or similar tools preferred.
• Strong understanding of Austin and surrounding service areas preferred.
• Strong organizational, analytical, communication, and problem-solving skills.
• Ability to work collaboratively with distribution, community programs, volunteer services, and front-line staff to support daily operations and future planning.
• Valid Texas Driver's License and insurable under MOWCTX policy.
• Commitment to the mission and values of Meals on Wheels Central Texas.

Workplace Environment and Physical Demands

This role may work in an office, field, warehouse, vehicle, pickup site, or service setting and requires regular use of computers, phones, mobile technology, and standard office or operational equipment. Physical demands may include prolonged periods of sitting or standing, moving within workspaces and service areas, loading or transporting supplies, and occasional lifting or carrying of items up to 35-50 pounds, depending on operational need. Communication by phone, email, radio, text, mobile applications, and in person is essential. Reasonable accommodations will be made in accordance with ADA standards.

Meals on Wheels Central Texas provides equal employment opportunities to all applicants and employees for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This employer participates in E-Verify.

We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. If the government cannot confirm that you are authorized to work, you will be given written instructions and an opportunity to contact SSA and/or DHS before any adverse action is taken. Employers may not use E-Verify to pre-screen job applicants and may not influence the choice of documents presented for Form I-9.