Managing Director, Program Operations

Role Overview

• Ensure high-quality execution of the program model across in-person, virtual, and partner-delivered modalities, with oversight of national virtual advising through the Director of Scaled Advising.
• Build and maintain repeatable operating infrastructure (annual calendars, playbooks, codified processes, decision frameworks) so the system functions seamlessly.
• Lead and continuously improve all centrally delivered student-facing services, ensuring clarity, staffing readiness, and operational alignment with the program model.
• Oversee rollout of new tools, curriculum, and training in collaboration with Training & Learning and other organizational leaders.
• Hold program-side accountability for NPC (Salesforce) governance and the program-facing system ecosystem; ensure named product ownership through the Program Operations Manager, with documented decision rights, formal request prioritization, and service-level expectations that ensure transparent infrastructure.
• Translate Strategy & Fidelity expectations into reporting structures, dashboards, and training resources into usable data systems and processes.
• Set the Programs-side partnership with Transformation on technical build priorities at the executive and prioritization level; ensure the day-to-day build partnership operates through the Program Operations Manager so that program needs shape sequencing and build outputs are adopted in the field.
• Provide structural support on the Early Warning System (EWS), ensuring signal-to-action workflows are integrated across programming.
• Identify cross-regional implementation patterns, drive course-correction, and share synthesized insights with Program Strategy & Fidelity and the CPO to inform model clarity and organizational decision-making.
• Surface implementation realities and operational risks to the CPO to inform enterprise decisions on strategy, resource allocation, and growth direction.
• Maintain a feedback loop with the MD of Program Strategy & Fidelity, bringing implementation insights into model evolution and translating model updates into operational rollout plans.
• Support cross-team role clarity and accountability for work that touches multiple departments, including recruitment operations, new-site implementation, and partnership delivery, closing decision loops so no critical thread falls between teams.
• Serve as the primary Programs-team counterpart to the Senior Director of Strategic Partnerships (Growth) on partnership delivery, owning the implementation playbook that paying partners access.
• Partner with Transformation on platform adoption and change management; with RAE on outcome measurement and continuous improvement; with Development on program-side fundraising support.
• Together with the MD of Program Strategy & Fidelity, co-lead the Program Team's operating culture, decision rhythms, and cross-pillar collaboration under the CPO.
• Manage four direct reports: Director Access Program Operations, Director Success & Career Program Operations, Director Scaled Advising, and Senior Program Manager of Program Operations. Through these directors, lead a team of approximately 12 Program Operations staff plus advisors and contractors across Scaled delivery and central student-facing services.
• Set direct-report goals, coach their development, and build a high-performing, mission-driven team culture.
• Support cross-organizational priorities as needed and represent Bottom Line positively across stakeholders and the broader community.

Requirements

• Bachelor's degree or equivalent experience.
• 8 to 10 years of progressive leadership and management experience in a nonprofit, government, or philanthropy, ideally serving first-generation and low-income students.
• Demonstrated experience leading multi-site or national program operations, with accountability for fidelity, quality, and outcomes across multiple programs.
• At least three years managing through layers (managers and directors).
• Demonstrated experience as a product owner or operational decision-maker on shared systems (Salesforce, NPC, advising platforms), with the capacity to make decisions, set priorities, and define service-level expectations.
• Project management discipline; comfort with iterative sprint cycles, milestone tracking, intake routines, and SLA frameworks for cross-team work.
• Strong program planning, design, and implementation skills; an eye for visualizing processes and foreseeing the impact of operational changes.
• Demonstrated ability to leverage data systems (Salesforce, PowerBI, or comparable) and shape data infrastructure for end-user adoption.
• Excellent emotional intelligence, interpersonal skills, and ability to partner cross-functionally with executive leaders.
• Work authorization required.
• Demonstrated commitment to Bottom Line’s Mission, Vision, and Core Values.

Benefits

• Health insurance
• 401(k) matching
• Professional development opportunities
• Paid time off
• Flexible work arrangements
• Remote work options