Manager, Program Engagement

Job Details

Job Location: Remote Anywhere

Position Type: Regular

Education Level: 4 Year Degree

Salary Range: $60000.00 $73000.00 Salary

Travel Percentage: None

Job Shift: Day

Description

Waterford.org is seeking a dynamic and missiondriven 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 drives family retention, program fidelity, and a positive experience for every participating household.

Key Responsibilities

• Hire, onboard, train, and develop Program Coaches and Enrollment Coordinators to serve diverse families with excellence.
  
• Provide ongoing coaching, mentoring, and performance evaluations to maintain highquality standards and team growth.
  
• Manage team performance in family engagement, enrollment, onboarding, and mentoring to ensure quality, efficiency, and outcomes.
  
• Lead pilot programs from initiation to completion, tracking success and implementing process improvements.
  
• Monitor KPIs such as family retention, enrollment quality, call scores, productivity, and user satisfaction.
  
• Facilitate weekly coaching sessions to ensure workflow adherence and department goals are met.
  
• Guide staff in supporting families with enrollment, onboarding, academic coaching, and technical troubleshooting.
  
• Develop and implement strategies to retain families, increase program usage, and promote kindergarten readiness.
  
• Resolve escalated family situations with empathy while balancing program goals.
  
• Ensure culturally responsive and equityfocused interactions with all families.
  
• Oversee workflow alignment, data accuracy, and system use in Salesforce and AWS.
  
• Analyze data to identify engagement risksopportunities and recommend solutions to leadership.
  
• Collaborate crossdepartmentally to enhance systems, strategies, and participant experiences.
  
• Create motivational tools, onboarding resources, and team materials to support family success.
• • Continuously champion and promote inclusive excellence through all related job functions.

  • Qualifications

    • Bachelor’s degree in education, social work, psychology, family studies, or related field (or equivalent experience)
      
    • 3+ years of experience in early education, social services, family engagement, or similar field
      
    • 1+ years of people management experience, preferably in a remote or call center environment
      
    • Experience working with diverse communities, with an understanding of cultural humility and inclusive service
      
    • • Strong leadership and coaching skills with a passion for people development
        
      • Excellent written and verbal communication skills across channels (phone, email, text, chat)
        
      • Empathetic listener and skilled problem solver with a calm, solutionoriented approach
        
      • High emotional intelligence and ability to navigate sensitive family dynamics
        
      • Exceptional organizational, time management, and multitasking abilities
        
      • Proficient in Microsoft Office, Google Suite, Salesforce (or similar CRM), and remote communication tools
        
      • Ability to type at least 40 WPM
        

      • Preferred Qualifications

        • Bilingual (Spanish strongly preferred)
          
        • Experience in early childhood education, homebased learning, or literacy programs
          
        • Experience leading hybrid or remote teams
          
        • Familiarity with family coaching models and outcomebased reporting
          

        • About Waterford.org

          Waterford.org provides PreK through 2nd grade reading, math, and science programs that children can use wherever they learn. Our programs help children reach critical milestones by 3rd grade, laying the foundation for their future success. Waterford.org serves over 200,000 children across 42 states every year.

          Our Commitment to Equity & Inclusion

          Waterford.orgs commitment to inclusive excellence is foundational to achieving our mission of universal literacy. Waterford.org is a missiondriven organization, and diversity, equity, and inclusion are at the heart of what we do. These values inform our internal culture and drive our external focus on making a difference for children, families and caregivers in underserved communities. At Waterford, we actively seek talent who bring different backgrounds, perspectives, experiences, and identities to their work and demonstrate a commitment to advancing our mission.

          Working at Waterford.org

          Waterford.org team members are located across the United States and primarily work from home. We anticipate this full time, hourly position will pay $60,000 $73,000 per year depending on the education, experience and skill level of the individual we hire. We also offer a phenomenal benefits package that includes fully paid primary premiums for health insurance, dental insurance, basic life insurance, and disability insurance. New hires receive a onetime HSA contribution. Retirement contributions are matched up to 5% by the organization. Plus, a generous vacation, sick, and holiday offering.

          Waterford.org Employee Growth & Applications

          At Waterford.org, we truly believe in the boundless potential of our team members and their continuous growth and development. We are dedicated to encouraging a culture that nurtures talent from within, which is why we prioritize internal applicants for all job postings. External candidates may experience a delay in being contacted by our Talent Acquisition team.

          Equal Opportunity Employer

          Waterford is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Waterford is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

          Qualifications