Manager of Coaching Operations, Workforce Transition Initiative

About The Welcoming Center:

The Welcoming Center (TWC) is a Philadelphia-based nonprofit dedicated to immigrant integration and economic mobility. For more than 20 years, TWC has partnered with immigrants and refugees to build the skills, networks, and pathways they need to thrive professionally, economically, and civically. We envision a stronger, more vibrant nation enriched by the contributions of immigrants. Through workforce development, adult education, entrepreneurship, and community leadership programs, TWC supports individuals at every stage of their journey. TWC’s programs are grounded in a whole-person approach that connects participants to meaningful employment, community, and opportunity. Joining TWC means becoming part of a collaborative, mission-driven team committed to building a more equitable and inclusive Pennsylvania.

Work Readiness:

The Work Readiness team supports immigrants and refugees in building career pathways, professional networks, and job-search skills through coaching, training, and partnerships with employers and workforce-system organizations.

About the JBS Workforce Transition Initiative:

The Welcoming Center is launching the largest workforce transition initiative in its 20+ year history in response to the partial closure of the JBS Souderton food processing facility. Approximately 1,300 of the facility’s roughly 1,700 workers were laid off. Many affected workers are immigrants or have limited English proficiency and are navigating sudden unemployment, financial uncertainty, and significant career transitions. Over 12 months, TWC expects to provide multilingual outreach, workforce navigation, employment coaching, and rapid reemployment services to approximately 200 dislocated workers. Team members joining this initiative will have a rare opportunity to help workers and families move from disruption toward stability and meaningful employment.

Position Overview:

The Manager of Coaching Operations is responsible for the quality, consistency, and day-to-day effectiveness of participant coaching within the JBS Workforce Transition Initiative. This role directly supervises three Employment Specialists and builds the systems they need to deliver responsive, culturally grounded, and results-focused services. The Manager will establish clear coaching standards, monitor caseloads and participant progress, strengthen staff practice through observation and feedback, and step in when participants face complex or urgent barriers. This role is ideal for an experienced workforce coach and people manager who can balance empathy with accountability, build sustainable service systems in a fast-paced environment, and keep participant outcomes at the center of operational decisions.

Essential Functions:

• Directly supervise three Employment Specialists through regular 1:1s, goal setting, coaching observation, performance feedback, workload prioritization, and professional development, and recommendations regarding hiring, performance management, corrective action, and other employment decisions
• Translate project goals into practical coaching workflows, service standards, participant milestones, documentation expectations, and team routines.
• Develop and maintain an equitable caseload-management approach, and regularly review caseloads and participant progress to identify urgent needs, stalled cases, opportunities, resource gaps, and follow-up actions, while considering job readiness, language access, participant goals , and staff capacity.
• Lead case conferencing and provide consultation on complex participant situations while maintaining respectful boundaries and connecting participants to appropriate specialized resources.
• Coach Employment Specialists in effective, participant-centered and culturally responsive coaching practices, including rapport building, motivational interviewing or related approaches, career exploration, transferable-skills identification, resume development, interviewing, job-search strategy, and reemployment planning.
• Monitor service quality through file review, data review, observation, participant feedback, and outcome trends. Address inconsistencies promptly and constructively.
• Partner with the Project Manager to refine intake, triage, referral, coaching, employer-opportunity, and follow-up processes based on project data and participant experience.
• Coordinate with employer engagement staff and the Project Manager so Employment Specialists understand current opportunities, referral expectations, employer feedback, and participant-preparation needs.
• Ensure accurate, timely, and useful documentation in Salesforce and other required platforms. Support staff in correcting data-quality issues and using data to guide follow-up.
• Plan and facilitate team learning, calibration sessions, and skill-building activities, and support the hiring, onboarding, training, and development of Employment Specialists.
• Perform other related duties as assigned.

Required Qualifications & Competencies:

• Three or more years of experience in workforce development, career coaching, case management, human services, or a related field, including substantial direct-service experience with job-seeking adults.
• At least two years of staff supervision, lead coaching, or team-management experience, including feedback, accountability, and professional development.
• Demonstrated knowledge of effective career coaching and counseling practices, including assessment, individualized planning, transferable-skills identification, job-search strategy, interview preparation, and participant motivation.
• Demonstrated ability to design or improve service workflows, manage caseload distribution, and maintain quality across a team.
• Strong interpersonal skills and the ability to build trust with participants and staff from diverse linguistic, cultural, educational, and professional backgrounds.
• Demonstrated ability to exercise sound judgment and communicate calmly and clearly when navigating difficult conversations, urgent participant needs, and performance concerns with empathy, appropriate boundaries, and follow-through.
• Strong organizational and analytical skills, including the ability to review data, identify trends, and translate findings into coaching improvements.
• Commitment to equity-centered, culturally responsive, participant-driven practice and to recognizing participants as agents of the change they seek.
• Proficiency with Microsoft Office Suite, SharePoint, and data-management or CRM platforms.

Preferred Qualifications:

• Experience serving dislocated workers, immigrants, refugees, or English Language Learners.
• Professional proficiency in Spanish or Haitian Creole.
• Salesforce experience.
• Knowledge of public workforce systems, rapid-response services, workforce training, supportive-service referrals, or regional employment resources.
• Experience facilitating staff training, case conferencing, or coaching-quality calibration.
• Demonstrated experience working effectively with immigrant, refugee, and culturally and linguistically diverse communities; relevant lived experience is valued.

Work Environment & Physical Demands:

Work Schedule: Full-time position expected to work 40 hours per week, typically Monday-Friday. Occasional evening or weekend work may be required for participant services, events, or project needs.

Travel Requirements: Local travel throughout the Greater Philadelphia region, including Montgomery County, for partner meetings, workforce events, community outreach, and participant services.

Physical Requirements: Prolonged periods of sitting at a desk and working on a computer; standing or moving during events and onsite activities; and occasional lifting of 5-10 pounds. Reasonable accommodations may be made in accordance with applicable law.

Featured Benefits:

The Welcoming Center offers a comprehensive and competitive benefits package designed to support employee well-being and work-life balance, including:

• Medical, dental, and vision insurance
• 401(k) retirement plan with employer match
• Paid time off, including vacation, sick leave, and personal days
• Paid holidays
• Short-term and long-term disability insurance
• Life insurance
• Flexible spending accounts (FSA)
• Commuter benefits
• Hybrid work schedule

Equal Employment Opportunity Statement:

The Welcoming Center is an equal opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, veteran status, or any other characteristic protected by federal, state, or local law. We strongly encourage applications from individuals with lived experience as immigrants or refugees.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Employment at The Welcoming Center is at-will and may be terminated at any time, with or without cause or notice, by either the employee or the organization.

How to Apply:

To apply, please send your resume and cover letter to jobs@welcomingcenter.org with the subject line: “Manager of Coaching Operations, Workforce Transition Initiative.” Applications will be reviewed on a rolling basis. No phone calls please.

The Welcoming Center offers a comprehensive and competitive benefits package designed to support employee well-being and work-life balance, including:

• Medical, dental, and vision insurance
• 401(k) retirement plan with employer match
• Paid time off, including vacation, sick leave, and personal days
• Paid holidays
• Short-term and long-term disability insurance
• Life insurance
• Flexible spending accounts (FSA)
• Commuter benefits
• Hybrid work schedule

Professional proficiency in Spanish or Haitian Creole