Program Services Manager

Duties and Responsibilities

• Execute strategic outreach and recruitment initiatives across Baltimore to identify and engage motivated job seekers (ages 18+) who can benefit from MND’s specialized employment training models.
• Lead, supervise, and mentor the direct services team. Provide regular performance feedback through bi-weekly supervision, conduct evaluations, and cultivate professional development opportunities to ensure a high-performing staff culture.
• Track client and coach workflows to guarantee that Individual Career Plans (ICPs) are successfully implemented, consistent weekly/monthly touchpoints are executed to help job seekers reduce barriers, and comprehensive post-employment job retention protocols are achieved.
• Partner closely with the Deputy Director and Data & Grant Compliance team to monitor grant-funded performance metrics. Ensure services team outcomes align perfectly with compliance mandates, funder targets, and technical reporting expectations.
• Work in alignment with the Deputy Director to ensure seamless coordination with the Training Team and Employment Specialists to deliver an integrated, holistic, and friction-free participant experience across the entire organization.
• Implement rigorous file management practices (management and monitoring), ensuring all physical and digital client records are continuously organized and compliant for third-party site monitoring, funder audits, and performance reports.
• Represent the direct services branch in leadership team meetings, contributing operational insights to organizational strategy, growth initiatives, and cross-functional collaborations.

Qualifications & Skills Required

• Education & Experience: Bachelor’s degree in Human Services, Social Work, Psychology, Public Administration, or a related field (equivalent blended work experience will be considered). Progressive experience in workforce development, counseling, or case management is highly preferred.
• Communication Mastery: Exceptional oral and written communication skills with the ability to confidently present to community partners and write clear internal reports.
• Cultural Competence: A proven track record of effectively engaging, motivating, and advocating for diverse urban populations facing structural barriers to employment.
• Relational Role Model: Strong interpersonal skills with the natural ability to connect with clients, establish firm but empathetic professional boundaries, and serve as an inspiring mentor.
• Proactive Networking: Demonstrated capability in building community partnerships, leveraging cold calls, and expanding agency networks to drive client recruitment.
• Technical Literacy: Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and prior experience navigating workforce database management tracking tools (such as ETO/Efforts to Outcomes or similar software).
• Operational Agility: Flexibility and willingness to adjust work hours to accommodate evening or weekend special events and recruitment sessions as needed.