General and Operations Managers jobs in New York, NY

Position Description: Role Overview

The Director of Program Operations is a national programs team leadership role and is responsible for overseeing the end-to-end operational execution of TKHs programs across all regional sites. This role ensures that recruitment, community engagement, learner case management, alumni strategy, and career development operate as a cohesive, high-performing system that drives strong enrollment, retention, completion, and employment outcomes.

Reporting to the Senior Director of Programs, the Director of Program Operations serves as the primary owner of program operations infrastructure, systems, and cross-functional execution, translating program strategy into clear processes, accountability structures, and day to day operations for execution by regional staff across regions. This role directly supervises the Manager of Outreach, Recruitment, and Community Engagement, Careers and Alumni Manager, and Senior Manager of Innovation Fellowship, and partners closely with regional leaders and cross-functional teams to ensure program fidelity and operational excellence.

As TKH moves toward its 2026 strategic goals, the Director of Program Operations plays a critical role in building scalable program models, strengthening operational consistency, leveraging data to inform decision-making, and ensuring TKH delivers transformative outcomes for learners nationwide.

Program Operations Leadership and Vision (40%)

Provide operational leadership across all TKH program functions, ensuring consistent, high quality execution from recruitment through alumni and career engagement.
Oversee national program operations systems, workflows, and tools that support recruitment, enrollment, student persistence, graduation, and placement outcomes.
Translate program strategy and goals into scalable operational plans, timelines, and performance expectations for regional and national teams.
Ensure strong coordination between recruitment, program delivery, student support, alumni engagement, and career engagement to create a seamless learner experience.
Identify operational risks and gaps and lead the development of corrective action plans to address performance challenges across regions.

Performance Management and Continuous Improvement (30%)

Partner with the Senior Director of Programs to operationalize and ensure execution of program KPIs related to enrollment, retention, completion, placement, and alumni engagement.
Develop and maintain clear reporting structures and dashboards to track all program KPIs and performance.
Lead program evaluation processes for continuous improvement by analyzing data, regional trends, and participant feedback to strengthen operational effectiveness and learner outcomes.
Support regional and functional leaders in implementing performance improvement plans and adopting best practices across regions.
Ensure data integrity and consistency across Salesforce and all other systems to ensure accurate and automated reporting structures.

Team Leadership and People Management (30%)

Directly manage and develop a team of national program staff, including the Manager of Recruitment, Career and Alumni Manager,, and Senior Manager of Innovation Fellowship.
Establish clear roles, expectations, and accountability structures that support high performance and collaboration across teams.
Coach and support managers in performance feedback and regional collaboration development.
Build systems for staff onboarding, training, and professional development that strengthen operational capacity and leadership readiness.
Foster a collaborative, inclusive, and results oriented team culture aligned with TKHs mission and values.

Cross-Functional and External Collaboration (15%)

Collaborate closely with Regional Managing Directors and regional program teams to ensure operational alignment and consistent implementation of program models.
Partner with internal teams including External Affairs, Finance, Operations, and Data to ensure program operations are well supported and aligned with organizational priorities.
Support external partnerships related to recruitment pipelines, community engagement, and employer engagement in coordination with relevant teams.
Represent program operations in internal leadership forums, cross-functional planning conversations, and external meetings as needed.

Qualifications

Experience

6+ years of experience in workforce development, education, or related fields; 2+ years managing multi-region and multi-layered high-performing teams.
1+ years of experience in a role tracking and leveraging data using a CRM (Salesforce experience preferred)
Demonstrated experience overseeing complex program operations across multiple functions or sites.
Strong track record of using data to drive operational decision-making and performance improvement.
Strong analytical, strategic planning, and project management skills.
Demonstrated commitment to equity, inclusion, and community empowerment.
Exceptional interpersonal, communication, and leadership skills.
Experience in program operations is preferred.

Skills and Approach to Work

Computer proficiency, including Google Suite
Superb written and verbal communication skills;
Excellent organizational skills, including the ability to conduct and coordinate multiple tasks and projects under pressure and meet deadlines;
Strong work ethic and commitment to produce high-quality work;
Able to work in ambiguous and fast-paced environments;
Strong systems thinking and operational design skills, with the ability to translate strategy into execution.
Excellent organizational and project management skills, including the ability to manage multiple priorities in a fast-paced environment.
Analytical mindset with strong attention to detail and comfort working with performance data and KPIs.
Exceptional interpersonal and communication skills, with the ability to influence across teams and levels.
Proficiency with Google Suite and project management systems (Asana experience preferred.
Comfort navigating ambiguity and leading through change.
Commitment to fostering a positive organizational culture grounded in accountability, collaboration, and continuous learning.

Compensation and Benefits

$110,000-$120,000 per year (New hires are typically brought into the organization at a salary closer to the start of the promoted compensation range, depending on qualifications, internal equity, and the budgeted amount for the role)
Competitive health, dental, and vision insurance
FSA account
2% 401k match
Two week-long office closure
Unlimited PTO
Pre-tax commuter benefits
Employer-Paid Life Insurance

Hybrid Work at TKH

All staff are expected to come into a TKH office or the field (community and industry events, including conferences or travel for work) 1-2 days per week. Please note that there are some roles that may require being on-site more, based on the job responsibilities.

It is the policy of The Knowledge House Fellowship, Inc. to promote and provide equal employment opportunities without discrimination based on age, race, creed, color, national origin, gender, sexual orientation, disability, marital status, Veteran status, genetic predisposition, or carrier status.

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