[Remote] Manager, Program Operations & Delivery

Note: The job is a remote job and is open to candidates in USA. Classroom Champions is a nonprofit organization that helps educators foster social and emotional learning, confidence, resilience, and student success through athlete mentorship and classroom resources. The Manager, Program Operations & Delivery will lead the execution and continuous improvement of Mentorship Live, NCAA pilot programs, community engagement initiatives, and related operational systems. This role coordinates cross-functional teams, manages participant experiences, develops scalable processes, and uses data and technology to improve program effectiveness and organizational growth.

Responsibilities

• Lead the planning, execution, and continuous improvement of the Mentorship Live experience, including scheduling, delivery, reporting, participant engagement, and recommendations for future enhancements
• Manage scheduling platforms and booking workflows, including system administration, troubleshooting, and process enhancements
• Coordinate mentor matching processes in partnership with the Partner Success and Athlete teams
• Ensure schools, educators, Site Champions, and athlete mentors are prepared for successful live chat experiences
• Develop and manage educator- and athlete-facing communications related to Mentorship Live, ensuring participants receive timely, engaging, and actionable information before, during, and after program experiences
• Monitor participation, attendance, utilization, and engagement trends and identify opportunities for improvement
• Gather feedback and support ongoing enhancements to the Mentorship Live experience
• Develop facilitator guides, preparation materials, best practices, and post-event resources that maximize program impact
• Lead program debriefs and reporting related to Mentorship Live delivery and outcomes
• Oversee the operational planning execution, and continuous improvement of Classroom Champions' NCAA pilot program, partnering cross-functionally to evaluate outcomes, refine the program model, and develop recommendations for future growth and expansion
• Serve as the program manager for pilot initiatives, coordinating planning, communications, timelines, logistics, reporting, and stakeholder alignment across internal teams and external partners
• Continue to oversee operational delivery and optimization for assigned initiatives that move from pilot status into established programs
• Develop scalable operational frameworks, processes, and best practices that can be leveraged across future pilot programs and new program offerings
• Identify, evaluate, and implement opportunities to improve program effectiveness, participant experience, operational efficiency, and scalability
• Support the development, launch, and ongoing optimization of additional in-person mentorship experiences and emerging program initiatives
• Lead communication planning for assigned programs, coordinating cross-functional messaging and participant communications to ensure a seamless, consistent experience throughout the program lifecycle
• Own day-to-day management of community engagement platforms, including Circle or future community spaces
• Develop and implement community engagement plans that increase participation and strengthen connections among athlete mentors, educators, and schools, in alignment with broader program priorities
• Create and coordinate content, communications, prompts, and engagement opportunities that strengthen community connections
• Monitor participation and interaction levels, identifying opportunities for support or intervention
• Track and report on community engagement metrics and overall community health
• Lead planning and execution community-building initiatives
• Support programs and events designed to strengthen athlete mentor, educator, and school engagement throughout the year
• Identify opportunities to improve efficiency, participant experience, and scalability through process improvements, technology, automation, and AI
• Own and maintain Help Center content, FAQs, training materials, and support resources
• Develop and maintain operational documentation, workflows, and SOPs
• Identify recurring support challenges and create resources and solutions to address them proactively
• Develop and manage reporting and dashboards that provide actionable insights into program performance and participant engagement
• Identify opportunities to improve efficiency, scalability, and user experience through process improvements, automation, and technology

Skills

• Bachelor's degree in Business Administration, Education, Operations Management or equivalent combination of education and relevant experience
• 5+ years of experience in program management, operations, project management, education, nonprofit, or related fields
• Experience working with or supporting NCAA programs, collegiate athletics, student-athletes, athletic departments, or related sports organizations, or demonstrated knowledge of the NCAA landscape and collegiate athletics environment
• Demonstrated experience leading complex programs or initiatives from planning through execution, evaluation, and improvement
• Strong project management and organizational skills, with the ability to coordinate cross-functional stakeholders and manage multiple priorities
• Experience using data, reporting, and performance metrics to inform decision-making and drive improvements
• Proven ability to develop and improve operational processes, systems, and participant experiences
• Strong written and verbal communication skills and comfort working in a fast-paced, evolving environment
• Strong technology proficiency, including experience with CRM systems, project management tools, scheduling platforms, and collaboration software
• Experience in K–12 education, education technology, nonprofit, or mission-driven organizations
• Experience overseeing scheduling, logistics, and program delivery operations at scale
• Experience building or improving community engagement strategies and participant experiences
• Familiarity with process automation, AI tools, and technology solutions that improve operational efficiency and scalability
• Experience supporting pilot programs, new initiatives, or organizational growth efforts

Benefits

• Extended health, vision, and dental coverage
• Short-Term and Long-Term Disability
• Remote work environment
• Collaborative culture

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