Role Overview

Ensure high-quality execution of the program model across in-person, virtual, and partner-delivered modalities, with oversight of national virtual advising through the Director of Scaled Advising.
Build and maintain repeatable operating infrastructure (annual calendars, playbooks, codified processes, decision frameworks) so the system functions seamlessly.
Lead and continuously improve all centrally delivered student-facing services, ensuring clarity, staffing readiness, and operational alignment with the program model.
Oversee rollout of new tools, curriculum, and training in collaboration with Training & Learning and other organizational leaders.
Hold program-side accountability for NPC (Salesforce) governance and the program-facing system ecosystem; ensure named product ownership through the Program Operations Manager, with documented decision rights, formal request prioritization, and service-level expectations that ensure transparent infrastructure.
Translate Strategy & Fidelity expectations into reporting structures, dashboards, and training resources into usable data systems and processes.
Set the Programs-side partnership with Transformation on technical build priorities at the executive and prioritization level; ensure the day-to-day build partnership operates through the Program Operations Manager so that program needs shape sequencing and build outputs are adopted in the field.
Provide structural support on the Early Warning System (EWS), ensuring signal-to-action workflows are integrated across programming.
Identify cross-regional implementation patterns, drive course-correction, and share synthesized insights with Program Strategy & Fidelity and the CPO to inform model clarity and organizational decision-making.
Surface implementation realities and operational risks to the CPO to inform enterprise decisions on strategy, resource allocation, and growth direction.
Maintain a feedback loop with the MD of Program Strategy & Fidelity, bringing implementation insights into model evolution and translating model updates into operational rollout plans.
Support cross-team role clarity and accountability for work that touches multiple departments, including recruitment operations, new-site implementation, and partnership delivery, closing decision loops so no critical thread falls between teams.
Serve as the primary Programs-team counterpart to the Senior Director of Strategic Partnerships (Growth) on partnership delivery, owning the implementation playbook that paying partners access.
Partner with Transformation on platform adoption and change management; with RAE on outcome measurement and continuous improvement; with Development on program-side fundraising support.
Together with the MD of Program Strategy & Fidelity, co-lead the Program Team's operating culture, decision rhythms, and cross-pillar collaboration under the CPO.
Manage four direct reports: Director Access Program Operations, Director Success & Career Program Operations, Director Scaled Advising, and Senior Program Manager of Program Operations. Through these directors, lead a team of approximately 12 Program Operations staff plus advisors and contractors across Scaled delivery and central student-facing services.
Set direct-report goals, coach their development, and build a high-performing, mission-driven team culture.
Support cross-organizational priorities as needed and represent Bottom Line positively across stakeholders and the broader community.

Requirements

Bachelor's degree or equivalent experience.
8 to 10 years of progressive leadership and management experience in a nonprofit, government, or philanthropy, ideally serving first-generation and low-income students.
Demonstrated experience leading multi-site or national program operations, with accountability for fidelity, quality, and outcomes across multiple programs.
At least three years managing through layers (managers and directors).
Demonstrated experience as a product owner or operational decision-maker on shared systems (Salesforce, NPC, advising platforms), with the capacity to make decisions, set priorities, and define service-level expectations.
Project management discipline; comfort with iterative sprint cycles, milestone tracking, intake routines, and SLA frameworks for cross-team work.
Strong program planning, design, and implementation skills; an eye for visualizing processes and foreseeing the impact of operational changes.
Demonstrated ability to leverage data systems (Salesforce, PowerBI, or comparable) and shape data infrastructure for end-user adoption.
Excellent emotional intelligence, interpersonal skills, and ability to partner cross-functionally with executive leaders.
Work authorization required.
Demonstrated commitment to Bottom Line’s Mission, Vision, and Core Values.

Benefits

Health insurance
401(k) matching
Professional development opportunities
Paid time off
Flexible work arrangements
Remote work options

Bottom Line

Open Positions (1)

Operations

Managing Director, Program Operations