Program Manager, Provider Services
Pleasanton, California
Finance /
Full time /
Hybrid
Who We Are
Hively, derived from ‘lively’ and ‘hive’, is a thriving community full of life and energy. At our core, we are a family-centered social impact organization dedicated to multi-generational well-being. Our mission is to strengthen and support children and their families throughout Alameda County. We believe that through subsidized child care, mental health support, and community services centered in families of all types and backgrounds, we can significantly change children and parents' possibilities to thrive in life. If this resonates with you, we invite you to apply to join our team!
Our Team & Culture
Our Team at Hively is a passionate and diverse group of individuals from a wide range of different lived experiences, backgrounds and professional expertise. We strive every day to create an environment for families and staff that is inclusive and welcoming of different experiences and perspectives. We prioritize learning, listening, and growing together and to foster a culture of respect.
About the Role:
Working alongside the CFO and VP of Programs, lead Provider Services, comprised of payment specialists and direct provider engagement teams, to optimize department operations and ensure compliance with program requirements for Alternative Payment Programs (CalWORKs / Subsidy). Engaging at both financial and operational levels, you’ll shape how Provider Support is delivered with high impact and integrity. This role requires an outstanding manager capable of fostering a high-performing team and delivering exceptional service to childcare providers in our network.
What you will do:
- Team Leadership & Management
- Lead, mentor, and supervise the Provider Payment and Provider Support Specialists.
- Define team and program objectives in alignment with organizational goals and CFO/VP of Programs’ directives. Set performance goals, and conduct regular performance reviews.
- Provide professional development opportunities to ensure the team’s growth in expertise and impact.
- Program Oversight & Implementation
- Keep current with federal, state, and local program requirements for the CalWORKs subsidies and California Alternative Payment programs.
- Oversee implementation of any new or revised policies to ensure compliance and seamless operations.
- Continually review program operations to identify risk and design strategies to mitigate exposure.
- Union & Provider Partnerships
- Participate actively in meetings held by the Childcare Providers Union.
- Assess and integrate union-driven changes or impacts into program workflows and policy.
- Represent Hively in external spaces.
- Serve as an escalation point for complex provider issues and conflicts, ensuring timely and effective resolution and fostering outstanding service to our child care providers.
- Operational Excellence
- Evaluate existing processes, identify inefficiencies, and develop improvement strategies.
- Implement systems, tools, or best practices to streamline provider support operations and ensure high quality.
- Monitor metrics related to payment processing, provider satisfaction, and compliance.
- Ensure core systems are configured to support program changes or enhancements.
- Demonstrate a strong comfort level with technology and facility in quickly learning and improving systems.
- Cross-Functional Collaboration
- Work with the Controller and CFO on regular forecasting and accurate provider payments.
- Participate in internal Management meetings to ensure the Provider Support function is aligned with Childcare Subsidy and other program objectives.
- Training & Development
- Ensure Support Specialists are equipped with up-to-date training on subsidy programs, regulations, communication, and union processes.
- Coordinate internal training and external workshops to enhance provider engagement and understanding.
What you should bring:
- Minimum of 4 years supervisory experience with increasing levels of responsibility in job duties.
- Minimum of 4 years of experience in program management or operations, ideally within early childhood care, nonprofit, or social services.
- Ability to communicate effectively, both orally and in writing.
- Ability to hire, train, and coach staff effectively, demonstrating excellent managerial skills.
- Ability to establish and maintain effective working relationships with other management staff, employees, and external partners.
- Ability to effectively plan and execute strategies.
- Demonstrated ability to organize and set priorities and respond to changes in program needs.
- Demonstrated analytical, strategic planning, and process improvement skills.
- Demonstrated a strong comfort level with technology, including using G Suite applications (Docs, Sheets, Slides) and the ability to quickly pick up and improve systems.
- Proven ability to provide and champion excellent customer service, consistently exceeding expectations and resolving complex issues with a focus on provider satisfaction.
Preferred Skills, Knowledge and Expertise:
- Strong knowledge of program compliance, regulations, and subsidy funding.
- Experience with Zendesk or a similar ticketing system.
- BA/BS or other advanced-level degree in a related field.
- Previous experience working in a diverse work environment.
$93,000 - $100,000 a year
Salary ranges are based on industry data, and final employment offer will be determined based upon factors including but not limited to an applicant's experience, specialized skills, and internal alignment.
Benefits
* Medical, dental and vision plans covered at 100% for the employee
* Health & Dependent Care FSA
* 14 Paid Holidays + 4 flex holidays, including your birthday!
* Generous paid time off policy (over 3 weeks per year)
* Tuition Reimbursement ($1,000/year)
* Employee Appreciation Program
* Life & Long Term Disability Insurance covered 100% by Hively
* 403(b) plan
* SEP-IRA plan with an employer contribution of 5% of annual salary
* Learning & Development Opportunities
*Financial wellness program with unlimited access to personal financial advisors
* Industry competitive salary ranges
* Note: Benefits described apply to full-time, permanent positions only. Temporary, internships, part-time, or contract roles are not generally eligible.
Welcoming Candidates from All Backgrounds
While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.
Hively is an equal-opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
