Participant Engagement Manager

About the role

The Participant Engagement Manager leads frontline service delivery across in-person, virtual, and community-based access points, serving to coordinate effective and efficient entry point to workforce services for job seekers across the six-county region. This role owns the quality and flow of the customer experience from first contact through referral, ensuring service standards, queue levels, response times, and WorkinTexas.com documentation remain accurate and compliant across all channels.

Responsibilities

• Coordinate with the development team on the implementation of customized software systems for referral tracking, partner engagement, center foot traffic, and from orientation to intake to enrollment conversions.
• Track participant flow, wait times, and outcomes, and use the data to identify and resolve bottlenecks.
• Provide day-to-day oversight of participant engagement and frontline service delivery to ensure a consistent, high-quality customer experience.
• Manage the participant queue, monitoring intake, assignment, and follow-up so participants move through services without delay.
• Establish and maintain quality controls across case management, documentation, and reporting to ensure accuracy and compliance.
• Serve as the primary local coordination point with Workforce Solutions Borderplex (WSB) and partner contractors across the six-county region.
• Maintain strong working relationships with the funder, partners, and community organizations.
• Ensure services are delivered in a culturally responsive manner that reflects the Borderplex community.
• Approach each day and task with a “ZAG” mindset.

Requirements

• Bachelor’s degree or higher or an equivalent combination of education and experience
• 2+ years of experience in workforce development, case management, or a related customer-facing program, with lead or supervisory experience preferred
• Demonstrated ability to manage workflow, prioritize competing demands, and keep a team on track
• Sharp attention to detail with strong organizational, analytical, research, and critical thinking skills
• Ability to work across all levels of management, staff, and external partners
• Strong computer proficiency in Microsoft Office suite and Google suite
• Ability to work in a dynamic team environment with excellent teamwork and interpersonal skills
• A demonstrated ability to thrive in a fast-paced environment while maintaining confidentiality and handling sensitive matters with tact and diplomacy
• Exceptional time management skills to meet deadlines and work under pressure to complete a high volume of work assignments with speed and accuracy
• Excellent verbal and written communication skills
• Bilingual proficiency in English and Spanish to serve the region’s predominantly bilingual customer base
• A Valid Driver’s License

Qualifications

• Bachelor’s degree or higher or an equivalent combination of education and experience
• 2+ years of experience in workforce development, case management, or a related customer-facing program, with lead or supervisory experience preferred
• Demonstrated ability to manage workflow, prioritize competing demands, and keep a team on track
• Sharp attention to detail with strong organizational, analytical, research, and critical thinking skills
• Ability to work across all levels of management, staff, and external partners
• Strong computer proficiency in Microsoft Office suite and Google suite
• Ability to work in a dynamic team environment with excellent teamwork and interpersonal skills
• A demonstrated ability to thrive in a fast-paced environment while maintaining confidentiality and handling sensitive matters with tact and diplomacy
• Exceptional time management skills to meet deadlines and work under pressure to complete a high volume of work assignments with speed and accuracy
• Excellent verbal and written communication skills
• Bilingual proficiency in English and Spanish to serve the region’s predominantly bilingual customer base
• A Valid Driver’s License

Skills

• Master’s or MBA degree
• Experience and knowledge of WIOA, TANF, SNAP, Texas Workforce Commission (TWC), and other workforce development contracts/programs
• Familiarity with participant data and case management systems
• Knowledge of the Borderplex region (El Paso, Hudspeth, Culberson, Jeff Davis, Presidio, and Brewster Counties) and its employers, community organizations, and workforce partners
• Training in Trauma Informed Care, evidence-based practice, and/or whole family services

Benefits

Career Team offers a competitive benefits package including healthcare, dental, and personal/vacation time.

Pay

$52,000 - $62,000/yr

Salary is commensurate with education and experience.

Schedule

This position is expected to be 100% onsite. The selected candidate will be required to work onsite at the listed location.

Application Instructions

To apply for this position, please visit our careers page and submit your resume and cover letter.