Program Manager - CWE New Hampshire

Location: New Hampshire, with infrequent travel to other New England states. This is a hybrid position, with work to be conducted on-site as needed and on request. All applicants must currently reside in the state of New Hampshire.

Department: Direct Services

Reports To: VP Program Operations

FLSA Status: Full time; Exempt

The Center for Women & Enterprise (CWE) is an economic empowerment nonprofit founded in Boston in 1995 to lift up the women who lift up the world. CWE is home to the largest cluster of Women’s Business Centers in the country, covering Massachusetts, New Hampshire, Rhode Island, and Vermont. The Women’s Business Centers are funded in part by the U.S. Small Business Administration.At CWE, we believe that when women thrive economically, families and communities also thrive, creating a more equitable and inclusive economy. To that end, CWE offers business services - training, individual business counseling, and community connections - that help women start and grow their businesses.

In addition to the Women’s Business Centers, CWE operates the Veterans Business Outreach Center of New England (VBOC of NE) and is a Regional Partner Organization of the Women’s Business Enterprise National Council (WBENC).

Position Summary: CWE is dedicated to being the most trusted and impactful resource for women entrepreneurs in New England. As the Program Manager, you will be the first and primary point of contact for our clients, ensuring a high-quality and consistent experience across programs.This position supports CWE’s regional infrastructure, which serves clients throughout New England, particularly the specific needs of the Women’s Business Center (WBC). In addition to managing program delivery and client engagement, you will assist in collecting client data to inform program improvement and organizational learning.

In this role, your focus will be on building client relationships and ensuring a meaningful experience for the women we serve throughout their journey. You will collaborate with the Direct Services team on client management and administration, successful program development and delivery, and data entry. Additionally, you will manage the administrative site functions and ensure that our programs and services are delivered with excellence and consistency. No day is the same, but all are vital to ensuring entrepreneurs have the resources they need to make informed decisions about their own success.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.

Client Service

• Leads programming, outreach, and client support – remotely and where required, in person
• Provide intake and regular service for clients: listen to their needs; triage and recommend appropriate support
• Offer guidance and up-to-date information to business owners through direct consultations, referrals to CWE consultants, and access to CWE programs, certification, and procurement opportunities.
• Maintain client relationships by following up with clients about their needs and progress and informing them of upcoming programs

Data Management, Reporting and Client Insights

• Support the rollout, and piloting of client surveys, feedback tools, and needs assessments in collaboration with the Impact & Learning (I&L) team, providing feedback on usability and effectiveness
• Ensure data entered in Neoserra and Nexus is complete, consistent, and aligned with data collection protocols, while managing these client data tools to collect, enter, and validate client and program data for accuracy
• Identify trends and patterns in client feedback, sharing observations and client stories during reflection sessions and quarterly reviews to inform internal learning efforts and program improvements.
• Collaborate with the Impact & Learning team to connect field insights to analysis, and ensure quality reporting of client activity, including timely documentation submissions with consultants.
• Monitor and evaluate program impact using CWE and SBA performance metrics.
• Coordinate reporting and deliverables with the VP Program Operations to support compliance and program success.
• Support ongoing needs across CWE related to reports and meetings with funders, as well as client impact surveys and needs assessments.

Plan & Support Programming

• In partnership with the Direct Service team, plan and staff programs
• Monitor class and consultation activity to ensure high-quality service delivery, serving as a point person for the administration of programs
• Host or attend 1 to 4 in-person activities each quarter, while collaborating with the VP of Program Operations to determine the exact number needed for each quarter.

Outreach & Marketing

• Within CWE brand guidelines and templates, create and manage communication and marketing material to expand outreach and increase client base
• Utilize CWE’s social media channels and Constant Contact system to conduct this work, staying within guidelines, in coordination with the VP of Technology, Operations and Marketing

Work with Partner Organizations

• Support the WBC’s relationship with U.S. Small Business Administration and other funders; assist with necessary reporting
• Represent CWE internally and externally to stakeholders
• Refer clients to community organizations where appropriate

Supervisory Responsibilities: This job has no supervisory responsibilities.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.
• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Learning Orientation – Engages in reflection and continuous improvement; values data as a tool to strengthen impact and effectiveness.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Shared values – Identifies with and embodies CWE’s values in all aspects of work.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

Education/Experience: Bachelor's degree from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. At least two years of professional experience, preferably including work with a small business.

Language Ability: Read and interpret documents as assigned. Write routine reports and correspondence. Speak effectively before groups of clients or employees.

Mathematical Ability: Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.

Reasoning Ability: Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Deal with problems involving several concrete variables in standardized situations.

Computer Skills:

• Microsoft Office Suite
• Video conferencing and webinar software i.e. Zoom
• Customer Relationship Management tools (CRMs)
• Constant Contact

Visual: The employee is required to routinely read documents and reports for understanding, write such reports, utilize the computer for the creation of graphics, marketing materials, and social media content. Color, size, and shape distinctions are integral to the position.

Nature and Purpose of Public Contact: Relationships with co-workers, service recipients, funders, and other members of the public. These involve frequent explanation, discussion or interpretation of practices, procedures, regulations, or guidelines to render service, plan or coordinate work efforts, or resolve operating problems. More than ordinary courtesy, tact, and diplomacy may be required.

Certificates and Licenses: Required to have and maintain a valid Driver's License.