Manager, Program Engagement

**\#LI\-remote** ---------------- **Overview** ------------ Waterford.org is seeking a dynamic and mission\-driven **Program Engagement Manager** to lead and support a team of Senior Program Coaches. In this leadership role, you will be responsible for hiring, mentoring, and managing the performance of staff who guide families through the Waterford Upstart experience, from enrollment to engagement and successful program completion. You will help develop team members who are experts at empowering parents and caregivers, ensuring families from diverse backgrounds receive the academic, emotional, and technical support they need. This position is key to driving family retention, program fidelity, and a positive experience for every participating household. **Key Responsibilities** ------------------------ ### **Team Leadership \& Development** * Hire, onboard, and train Program Coaches and Onboarding Enrollment Coordinators with the skills and mindset needed to serve diverse families. * Provide consistent coaching, mentoring, and development to staff, helping them grow as trusted partners to families and collaborative team members. * Conduct regular performance evaluations and provide real\-time feedback to maintain high\-quality and productivity standards. * Foster a positive, inclusive, and goal\-oriented team culture that supports Waterford.org’s mission and DEI values. ### **Program Oversight \& Operational Excellence** * Manage team performance to ensure quality, efficiency, and outcomes in family engagement, enrollment, onboarding, and mentoring activities. * Lead the execution and reporting of pilot programs from initiation to completion, including interdepartmental collaboration, success tracking, and process improvements. * Monitor and evaluate team KPIs such as family retention, enrollment quality, call quality scores, productivity, and user satisfaction. * Facilitate weekly coaching and strategy sessions to ensure workflows are followed and department expectations are met. ### **Family Experience \& Support Strategy** * Guide team members in supporting families with enrollment questions, onboarding tasks, academic coaching, and technical troubleshooting. * Help develop and implement strategies to retain families, increase software usage, and promote kindergarten readiness. * Support escalated family situations with empathy and creativity, balancing program goals with individualized support. * Ensure that all family interactions are culturally responsive, equity\-focused, and grounded in empowerment. ### **Systems Management \& Process Improvement** * Maintain team alignment with Waterford UPSTART workflows and ensure consistent data accuracy within platforms like Salesforce and AWS. * Use data to identify risks and opportunities in family engagement, share insights with leadership, and recommend solutions. * Collaborate across departments (e.g., technology, PR, events) to align strategies, improve systems, and enhance the