Director of Program Administration

POSITION OVERVIEW

The Director of Program Administration (DOPA) reports to the Chief Program Officer and is responsible for the direct supervision of the Program team that carry out scholarship administration. The DOPA will ensure that all CSFP scholarship applicants and families experience the highest levels of customer service. The DOPA will lead the administration of the lifecycle of the scholarship program from application process to award confirmation. They will also be responsible for ensuring compliance with established organizational guidelines and policies. The DOPA will ensure that all scholarship program information is conveyed to families in a clear and concise manner. They will demonstrate a commitment to delivering exceptional customer service and train their team to implement a customer-oriented strategy. The DOPA will manage multiple projects and deadlines simultaneously to ensure that all scholarship administration tasks are completed efficiently and on time.

ROLES AND RESPONSIBILITIES

All the duties and responsibilities outlined below are essential job functions subject to reasonable accommodation. This job posting should not be construed as an exhaustive statement of duties, responsibilities, or requirements. Individuals may have to perform other duties as requested by their supervisor, subject to reasonable accommodation. This position posting is not all-inclusive and will regularly be reviewed.  

Program Staff Management/Training

• Lead onboarding and ongoing training for program staff in associate level positions to ensure that team members are equipped with the necessary skills and knowledge to assist all families.

• Creatively mentor and incentivize a productive Program team, fostering innovation, collaboration, and high performance.

• Develop and implement strategic customer service initiatives, metrics, and plans to provide high quality customer service.

• Maintain a key focus on high-quality customer service for CSFP families.

• Handle escalated customer correspondence, complaints, and inquiries. Effectively lead and manage customer service-related issues and process improvements efficiently.

• Ensure high quality service to all internal and external stakeholders (including staff, applicants, scholarship recipients, school partners, etc.) by always portraying a positive image of CSFP.

• Take time to answer questions and explain decisions; follow through on commitments to constituents in a timely manner; maintain a commitment to continuous improvement.

• Develop and maintain good working relationships with families, coworkers, and school partners.

• Ensure that staff provide excellent customer service to CSFP stakeholders through written and oral responses, as well as timeliness of response. Develop department goals in accordance with our plan of achievement.

• Model high levels of motivation, performance, dedication, and commitment; create, implement, and /or support CSFP initiatives and policies; inspire, encourage, guide, and earn support toward accomplishing individual, team, and organizational goals; adapts leadership style to a variety of situations.

Scholarship Administration

• Continuously evaluate and enhance systems, processes, and strategies to optimize productivity and ensure maximum utilization of resources. 

• Create and oversee the annual scholarship program calendar, including all registration and Scholarship Verification Report (SVR) deadlines to ensure timely awarding of scholarships.

• Schedule and delegate workload amongst team members.

• Identify opportunities for process improvements and implement changes to enhance the efficiency of scholarship administration. Manage Standard Operating Procedure (SOP) updates and serve as the lead in modifying SOP Scholarship Administration manuals.

• Plan, review and optimize workflows.

• Oversee all aspects of the lottery application and registration processes, including; reviewing and processing registrations, overseeing the review and follow up for families that are over/under income.

• In consultation with the Chief Program Officer, coordinate with contact at Independence Mission Schools (IMS) to determine new special cohort IMS award winners annually and oversee renewal of IMS scholarship recipients. Oversee notification, registration and follow up of IMS families. Delegate administrative tasks as needed.

• Serve as lead CSFP contact for any outside processing vendor. Assist with scholarship fund reporting as needed.

• Maintain accurate records of applicant data.

• Collaborate with the Sr. Manager of Communications to schedule and streamline communications with families and schools. 

Supplemental Program Administration

• Oversee all aspects of CSFP’s Camp Connection Program including securing annual camp partners, advertising the opportunities for families, camp placement and budget management delegating work as needed.

• Oversee all aspects of the COPS Scholarship Program – a program that CSFP administers on behalf of the Philadelphia Police Foundation (PPF). This includes coordinating with the PPF to ensure application dissemination and communication with eligible families and their selected schools delegating work as needed. 

REQUIREMENTS

• Bachelor's degree required.

• Minimum of 3 years of experience in a fast-paced customer care related role, preferably in a non-profit or youth focused organization.

Strong analytical, process management, and communication skills to participate as an objective thought partner in support of department and organization-wide strategy.

• Strong communication and interpersonal skills.

• Ability to prioritize work on multiple projects concurrently, with confidence to multi-task and delegate as required while still adhering to process.

• Adept at conflict resolution and problem solving; takes initiative to quickly resolve issues.

• Excellent oral communication and interpersonal skills.

BENEFITS AND COMPENSATION

CSFP offers competitive compensation packages that are commensurate with an individual’s experience and education. This is a full-time exempt position, generally 9 a.m. to 5 p.m. and may include evening and weekend work. CSFP’s competitive compensation and benefits package includes:

Salary Range: $88,500 - $100,000 per year, commensurate with experience.

 CSFP offers all employees the following benefits:

·       100% employer-paid health, dental, and vision coverage

·       401K plan with 4% employer match after three months of service

·       Employer paid life insurance

·       A generous paid annual leave policy, including three weeks of vacation, one week of sick leave, three personal days, one floating holiday, 10 paid holidays, and a company-wide winter break at the end of December

·       Early dismissal on Fridays during the summer

·       Scholarship for up to three children enrolled in K-8 CSFP partner school

·       Access to additional employer sponsored benefits

·       Hybrid remote work schedule