Program Manager

What This Role Is About

The Program Manager leads a team of Program Associates and helps make sure Mediation Matters’ programs run smoothly day to day. You’ll support staff, manage the flow of cases and services, build relationships with partners, and help ensure our work is high-quality, consistent, and aligned with our mission.

Key Details

• FLSA Status: Exempt
• Manages: Program Associates
• Reports to: Director of Programming & Performance
• Primary Location: either Albany, NY or Saratoga Springs, NY

What We Do

Mediation Matters is a 501(c)3 nonprofit organization serving New York State’s Capital Region, helping people find common ground in a divided world. We work every day with neighbors, families, and communities who are already in conflict; we see what helps de-escalate it and what makes things worse.

We believe that conflict doesn’t have to divide us and that it can actually make us stronger. We create spaces where people can talk, listen, and understand one another again. It’s about turning moments of tension into opportunities for growth, and helping communities rediscover the power of solving problems together.

We help translate moments of conflict into opportunities for repair – because conversation, not confrontation, is what moves us forward.

What You’ll Do

Support & Lead the Team

• Supervise, coach, and support Program Associates
• Help prioritize work and balance team workload
• Provide regular feedback and help team members grow

Keep Programs Running Smoothly

• Oversee case flow and day-to-day program operations
• Make sure services are delivered consistently and effectively
• Serve as the lead for more complex specialized services (including but not limited to special education mediation and Lemon Law arbitration)
• Troubleshoot issues as they come up
• Keep templates and shared tools up-to-date and easy to use

Work with Partners

• Serve as a point of contact for some partners (courts, schools, etc.)
• Build and maintain strong relationships
• Help ensure partners receive responsive, high-quality support

Track Quality & Results

• Review case documentation and data in the Case Load Manager system
• Support grant and funder reporting
• Identify trends and suggest improvements
• Ensure outreach materials are clear and accurate
• Check in with mediators to learn from their experiences

Jump In Where Needed

• Help pilot new programs (like divorce mediation or Circles of Support and Accountability)
• Step in to provide mediation, restorative practices, or training support when needed

Support the Mission

• Participate in team and all-staff meetings
• Help lead occasional trainings for staff and volunteers
• Support MM’s anti-racism work and hold yourself and others accountable to it

What We’re Looking For

• At least 2 years of experience in nonprofit programs, operations, or a related field
• Experience supervising or leading others is a strong plus
• Comfortable using Microsoft Office and Google Workspace
• Strong communication, organization, and problem-solving skills
• Ability to manage multiple priorities and adapt in a fast-moving environment
• Commitment to anti-racism and working with people from all backgrounds
• Ability to handle sensitive situations with care and confidentiality
• Willingness to learn, grow, and try new approaches
• A commitment to peaceful conflict resolution

Health, dental, and vision insurance

Paid time off

Learning stipend

Access to 403(b) retirement plan