Provider Services Manager

About the role

Provides strategic and operational leadership for the Subsidy Program Provider Services Department, ensuring compliance with funding terms and conditions, Alternative Payment Program regulations, and agency policies. Leads efforts to strengthen partnerships with child care providers through responsive support, outreach, communication, and relationship building to promote provider engagement, retention, and program quality.

Responsibilities

• Develops a culture of accountability, innovation, collaboration, customer service, and continuous improvement within Provider Services.
• Evaluates program effectiveness, service delivery, provider engagement efforts, and workflow efficiencies; identifies opportunities for improvement and implements corrective actions.
• Leads development, implementation, and revision of department policies, procedures, workflows, provider guides, and operational practices.
• Establishes departmental goals, performance metrics, quality standards, and monitors progress toward achievement.
• Uses data, trends, provider feedback, audits, and operational reports to guide program decisions and improvements.
• Oversees department readiness for state reviews, audits, monitoring visits, and contract compliance activities.
• Serves as an agency leader and representative in provider relations, community partnerships, and statewide initiatives.

Requirements

• Demonstrated ability to lead teams through change, process improvement, and organizational growth.
• Strong initiative with the ability to identify opportunities, develop solutions, and implement improvements.
• Ability to proactively identify risks, operational barriers, and service gaps and implement solutions.
• Ability to balance strategic planning with operational execution.
• Ability to lead multiple priorities, projects, and deadlines simultaneously.
• Strong relationship-building skills with the ability to establish trust and maintain collaborative partnerships with child care providers, community agencies, and internal teams.
• Strong conflict resolution and customer service skills with the ability to manage difficult conversations professionally and effectively.
• Ability to engage diverse provider populations and build inclusive partnerships.
• Ability to serve as a visible and trusted representative of the agency.
• Ability to coach, mentor, motivate, and develop employees and emerging leaders.
• Ability to foster accountability while maintaining a positive, collaborative work environment.
• Strong performance management, delegation, and team development skills.
• Knowledge of Alternative Payment Program regulations, and related compliance expectations preferred.
• Ability to analyze program data and use findings to guide decision-making.
• Ability to develop policies, procedures, reports, and presentations.
• Ability to evaluate operational systems and implement improvements.

Qualifications

• Bachelor’s degree in Social Services, Public Administration, Early Childhood Education, Business Administration, or related field.
• Minimum five years progressively responsible experience in child care subsidy, provider services, or related programs, including at least three years of supervisory/management experience.
• Experience developing staff, leading teams, building community partnerships, and managing regulatory compliance.