Director of Program Services

About Us:

God’s Love We Deliver, a nonsectarian organization, is the New York metropolitan area’s leading provider of life-sustaining meals and nutrition counseling for people living with severe illnesses. Begun as an HIV/AIDS service organization, today God’s Love provides for people living with more than 200 individual diagnoses. God’s Love cooks and home delivers the specific, nutritious meals a client’s severe illness and treatment so urgently require. Meals are individually tailored for each client by one of our Registered Dietitians, and all clients have access to unlimited nutrition counseling. God’s Love supports families by providing meals for the children and senior caregivers of its clients. All of the agency’s services are provided free of charge to our clients.

About the Role:

God’s Love We Deliver seeks a dynamic, mission-driven leader to serve as the Director of Program Services. This role will be responsible for overseeing the creation and management of programs that support the organization's mission and goals. This role is integral to maintaining and improving our client’s experience, ensuring efficiency, responsiveness, and compassion in all interactions. The Director works with other senior leaders and key stakeholders across the organization to plan and implement forward-thinking strategies while ensuring organizational compliance and representing the lived experiences of our clients. The team uses several essential technological resources that receive upwards of 2,000 calls and messages per month to handle client and referrer inquiries, resolve client issues, assist with service modifications, and collect feedback all with the objective of supporting God’s Love We Deliver clients and the social service and healthcare professionals that treat them with a high-level quality of customer service.

The Program Services Department, which is made up of the Client Support Specialists and Intake & Account Specialists, including Managerial, Supervisory, Lead, and Line staff, is the liaison between the organization and its clients. As the first point of contact for new clients and ongoing support for current clients, the department conducts intakes to onboard and recertify clients, manages incoming client inquiries, maintains client records, and assists with programs and initiatives addressing the health-related social needs that impact outcomes for our clients. The Program Services Department is uniquely positioned to care for clients while also developing new programs and contributing to policy and healthcare evolution across the New York landscape.

Essential Duties and Responsibilities:

• Design and plan programs that align with the organization's mission and goals, including analyzing scope, identifying critical needs, setting objectives, and creating detailed program plans.

• Oversee the execution of Client-focused programs and strategies, ensuring client requests are processed timely, efficiently, and accurately.

• Supervise and support program staff and volunteers, including hiring, training, and evaluating performance to ensure a high level of productivity and morale.

• Develop and manage program budgets, including allocating resources wisely, monitoring expenses, and ensuring financial accountability and transparency.

• Set performance goals and metrics and regularly assess program progress, using benchmark data and feedback to make informed decisions and adjustments to improve program outcomes.

• Monitor and report on the ever-changing Healthcare landscape across New York State to ensure program relevance, mitigate client friction, and improve the deliverables of the organization.

• Communicate program activities, successes, and challenges to the Vice President of Program Operations and other key organizational stakeholders as needed, including preparing detailed reports and presentations.

• Ensure program compliance with all regulatory bodies and internal requirements. This includes maintaining accurate records and preparing necessary documentation for audits and inspections.

• Participate in long-term strategic planning for the organization, helping to set the overall direction and align priorities to ensure the organization’s continued growth and impact.

• Proactively address any issues that arise amongst the organization or its clients, responding timely and effectively to ensure program stability and continuity, while engaging in long-term problem solving for best practices.

• Work closely with other departments within the organization to ensure a cohesive approach to achieving the organization’s goals, nurturing cross-departmental collaboration.

• Maintain a client-centered approach, fostering a community of empathy for both the clients and staff alike.

• Develop and implement client communications for special events, service changes, and program updates.

• Build a strong team through open communication and by collaborating on decision-making responsibilities, encouraging staff to achieve their best work as a trusted leader and mentor.

About You:

You are a dynamic, visionary leader with a deep passion for developing and advancing new programs and contributing to policy development for individuals, and within the healthcare field. With a track record of transforming business processes and a team, you are looking for a collaborative, team-oriented environment and are energized by taking the team to a next level of performance. You have demonstrated experience in managing a call center, especially in the healthcare field, as well as have experience in and a passion for innovating technology to offer the best customer service at scale.

In addition, you meet the following requirements:

• 7+ years of progressively responsible experience managing programmatic activities in a non-profit or for-profit setting

• Bachelor’s Degree preferred; graduate degree or advanced designation strongly preferred

• Minimum of four years as a manager or supervisor of staff

• Thorough understanding of project/program management techniques and methods

• Background in development of performance evaluation techniques and key performance indicator (KPI) metrics

• An analytical mindset with great problem-solving abilities, including expertise in data analysis, reporting, and budgeting

• Working knowledge of MS office and program management software (e.g. Microsoft Suite)

• Business acumen with a strategic ability, including excellent organizational and leadership skills

• Demonstrated agility in managing multiple deadlines, projects, and relationships

• Ability to exercise discretion with highly sensitive and confidential information

• Excellent oral and written communication skills