Head of Programme Management

Job Description
Job Description POSITION SUMMARY Downtown Atlanta, Inc. is seeking a Program Coordinator to support ADID’s Public Space Operations teams with advanced administrative, technical, and operational coordination. This role provides critical support across dispatch, technology systems, data management, and operational planning, exercising independent judgment and managing multiple priorities while serving as a trusted resource for both frontline staff and leadership.

The Coordinator ensures the smooth operation of dispatch, promotes consistent and effective use of operational technology - including Eponic, ADID’s workforce tracking and data management application and assists teams with data integrity, reporting, and special projects. This position is vital to maintaining efficient, responsive, and well-coordinated operations throughout Downtown Atlanta.

ABOUT DOWNTOWN ATLANTA, INC. As the unified voice of Central Atlanta Progress and the Atlanta Downtown Improvement District, Downtown Atlanta, Inc. brings people together to strengthen economic vitality, activate, and shape what’s next for the city’s original neighborhood. Working alongside partners, we don’t just maintain Downtown - we invest in it, care for it, and move it forward. For more than 85 years, we’ve served as Downtown’s stewards and champions, inviting everyone to join us in creating a vibrant, welcoming, and dynamic Downtown. Downtown Atlanta, Inc. is comprised of two organizations:

Central Atlanta Progress, Inc. (CAP) is a private, not-for-profit 501(c)(4) corporation governed by a Board of Directors of Atlanta’s business leaders who are dues-paying members of the corporation, CAP is a community development organization that provides leadership, programs, and services to preserve and strengthen the economic vitality and quality of life of Downtown Atlanta.

The Atlanta Downtown Improvement District Inc. (ADID) is a not-for-profit 501(c)(3) corporation funded through a Community Improvement District within which commercial property owners pay special assessments and is governed by a Board of Directors of nine private-and public-sector leaders. ADID strives to create a clean, safe, hospitable, and vibrant environment for Downtown Atlanta.

To learn more about Downtown Atlanta, Inc. visit

KEY RESPONSIBILITIES We are seeking qualified and motivated candidates to perform the following duties and responsibilities:

Dispatch Operations Oversight & Support
Oversee the strategic, administrative, and day-to-day operational functioning of ADID Dispatch, ensuring consistency, responsiveness, and alignment with organizational priorities.
Provide oversight of camera monitoring systems and incoming call operations, ensuring appropriate documentation, routing, escalation, and follow-up.
Maintain quality control of dispatch logs, reports, and workflows, identifying gaps, trends, and opportunities for improvement.
Support the development, refinement, implementation, and adherence to ADID Dispatch protocols and standard operating procedures, in coordination with Operations leadership.
Serve as the primary point of contact for dispatch-related operational issues, coordinating resolution across teams and escalating as appropriate.
Facilitate clear and effective internal communication between dispatch staff, operations teams, and leadership to ensure situational awareness, timely updates, and coordinated responses.
Facilitate external communication with community stakeholders and partners to support operational objectives, incident response, and ADID initiatives.

Technology & Systems Support
Serve as a secondary support resource for Eponic, ADID’s workforce tracking and data management application, and other related operational applications.
Assist with onboarding and ongoing training for staff on system use, workflows, and best practices.
Provide troubleshooting, user support, and process guidance to ensure consistent and accurate data entry.
Monitor system usage and data quality; flag trends, issues, or training needs to leadership.

Operational & Administrative Coordination
Assist with the coordination of meetings, events, trainings, and forums for ADID Operations teams, including scheduling, materials, and logistics.
Assist with agenda preparation, tracking action items, and support follow-through on operational priorities.
Develop and maintain operational documentation, templates, and reference materials.

Data Management & Reporting
Manage and support operational data tracking across teams, ensuring accuracy and timeliness.
Assist with the preparation of reports, dashboards, and performance summaries.
Identify gaps or inefficiencies in data workflows and recommend improvements.

Special Projects & Continuous Improvement
Support special projects and initiatives led by Operations leadership.
Assist with process improvement efforts, pilot programs, and new operational tools.
Take ownership of assigned projects from planning through execution and close-out.

Other duties may be assigned.

ESSENTIAL QUALIFICATIONS

• Associate or bachelor’s degree strongly preferred, or an equivalent combination of education and relevant experience.
• 3–5 years of experience in operations support, administrative coordination, dispatch, or a related role.
• Demonstrated ability to work independently, manage competing priorities, and exercise sound judgment.
• Strong technical aptitude and ability to learn and support specialized operational systems.
• High attention to detail with a strong commitment to data accuracy and quality.
• Excellent verbal and written communication skills, specifically the ability to read and write English and follow oral and written instructions.
• Strong time management skills including the ability to multitask, stay organized and meet deadlines.
• Strong analytical skills with the ability to review operational data, identify trends, assess performance, and support data-informed decision-making.
• Professional presentation and attitude.
• Stable work history and good employment references, including a minimum of 3 years of related experience.

PHYSICAL DEMANDS AND WORKS ENVIRONMENT ADID is committed to providing reasonable accommodation for individuals with disabilities, if needed.

The employee must be able to:
Perform standard office tasks, including using computers, phones, and other office equipment.
Regularly communicate through talking and hearing.
Frequently stand, walk, sit, and reach with hands and arms, including walking outdoors on streets and sidewalks.
Lift and move objects weighing up to 25 pounds.
Observe and inspect outdoor environments, including public spaces, streets, and right-of-way areas.
Maintain good close and distance vision, with the ability to adjust focus as needed.
Work in an environment with moderate noise levels, both indoors and outdoors, and occasional exposure to weather conditions.

POSITION CLASSIFICATION AND COMPENSATION Employment, including benefits, is provided through Atlanta Downtown Improvement District, Inc.

Atlanta Downtown Improvement District, Inc. is an equal opportunity employer and will consider all qualified applicants for employment without regard to age, disability, religion, creed, political affiliation, race, color, sex, marital status, sexual orientation, or national origin.

This is a full-time, 40 hours per week, on-site in-person, exempt position.

Competitive compensation, along with a comprehensive benefits package, including personal time off (PTO), health and dental insurance, short-term disability coverage, a mass transit benefit, and a 401(k) savings program. Eligible employees may also receive discretionary performance-based bonus pay.

Employment is contingent upon successful completion of criminal background check and testing for illegal controlled substances.