Performance Manager

About the role

As Performance Manager with Fedcap Families, you will lead one of our Opportunity Centers supporting individuals receiving Temporary Assistance for Needy Families (TANF) through the ASPIRE program in partnership with the Maine Department of Health and Human Services.

Responsibilities

• Manage daily operations and performance of one or two Opportunity Centers, leading a team of six to 20 staff to foster a high-energy, accountable, and growth-focused environment.
• Conduct weekly data-informed supervisions and regular performance reviews to drive continuous improvement and staff development.
• Collaborate with local leaders and program staff to develop solutions and lead initiatives for program growth and improvement.
• Represent Fedcap at external partnership and networking events, building community connections.
• Oversee quality assurance by auditing cases monthly to ensure compliance and readiness.
• Serve as hiring manager for open positions, proactively address performance challenges, and support employee growth through coaching and feedback.

Requirements

• Bachelor’s degree, in Social Work, Counselling, Psychology, Human Services, Public Administration, Business Administration, or a related field.
• Master’s degree preferred.
• At least 3 years’ experience in career services, case management, workforce development, or social services—preferably serving low-income, TANF, or other public-benefit populations.
• Experience in related fields such as education, healthcare administration, retail or hospitality management, or human resources is also valued.
• At least 5 years’ experience supervising and leading teams to achieve performance outcomes, ideally in career services, case management, workforce development, or social services.

Qualifications

• Exceptional interpersonal and relationship-building skills grounded in empathy, cultural humility, and a belief in the capacity of people.
• Proven strong customer service mindset, with the ability to anticipate employer, funder, participant and team needs, respond quickly, and sustain trust-based relationships.
• Exceptional written and verbal communication skills, with the ability to convey value, manage stakeholder expectations, and influence without formal authority.
• Strong data literacy, including experience managing dashboards, KPIs, and performance reports to guide strategic decision-making.
• Excellent organizational and time management abilities, with skill in prioritizing and tracking multiple cases in a fast-paced, data-driven environment.
• Tech proficient and adaptable, with experience documenting services and outcomes in electronic case management systems (ECM and CRM platforms) and strong proficiency in Microsoft Office Suite, Microsoft Teams, and collaboration tools such as Zoom and SharePoint.

Skills

• Data literacy
• Customer service
• Team management
• Collaboration
• Leadership

Benefits

Comprehensive benefits package including health, dental, vision, retirement, and generous paid time off.

Pay

Minimum starting salary $60,000, depending on experience.

Schedule

N/A