FORWARD is a venture-backed company on a mission to build comprehensive solutions allowing governments to assist their communities at scale.

The FORWARD Platform is an Integrated Program Administration solution that incorporates all essential components, people, and technology into a single streamlined workflow to effectively, securely, and equitably administer critical resources to help communities thrive.

Municipalities nationwide are utilizing FORWARD to streamline the design, implementation, operations, communications, reporting, and compliance functions of their economic and community development assistance programs.

Our fully remote team works hard, but we fully embrace the advantages of this new paradigm. We work autonomously, collaborate asynchronously, and take ownership of our work. 

As Program Manager, you will be responsible for the day-to-day management and success of our customers’ programs. The Program Manager is the primary customer-facing role who is responsible for the end-to-end delivery of the customers program.

You will create and foster strong relationships with key customer staff, and engage internal and external stakeholder relationships. You will manage the multiple internal processes and staff required for the successful delivery of the program.

You will build and foster strong relationships with our customers and our community partners. You will oversee the complexities of the program workflow, managing processes, and collaborating with internal teams to ensure the delivery of the program.

You are front and center with our customers, supporting their community development, economic development, and assistance programs to enhance their communities.

You are the face and voice of FORWARD with our customers. Your activities will be focused on making our customers' programs a success while enhancing their communities.

The ideal candidate is customer-focused, detail oriented, has excellent communication skills, and is able to work effectively in a matrixed organization. They are highly autonomous and have a proven track record as a Program Manager - taking on end-to-end ownership and successfully delivering results in a fast-paced environment.

Responsibilities of the role:

• Engage with customers and gather information on objectives for assistance, housing, economic development and community programs to identify customer needs and create a shared plan to support customer outcomes.
• Guide customers through our on-boarding process that includes program design, content & application creation, Go-Live, dashboard reporting, partner updates, and award distribution.
• Strong project management skills, ability to create and implement project plans and deliver the programs according to schedule.
• Create strong partnerships with Community Based Organizations (CBO’s), and subcontractors to implement  outreach and engagement programs to drive overall program success.
• Effectively communicate program updates to key senior local stakeholders (e.g., Directors of Human Services, Directors of Housing, Business Development Officers, and Directors of Community Development)
• Proven track record of working with customers to identify problems and then providing solutions to their problems that result in a win-win scenario.
• Identify opportunities and work effectively with internal teams (e.g. Application & Payment Services, Engineering, and Marketing) to drive overall success to the customer.
• Supervisory roles may be required in managing people, processes, and customers

Required Qualifications

• 3-5 years experience in an partner management, account management, or customer management role
• Technical savvy and ability to learn and process new systems quickly
• Experience in customer service and strong communication skills orally and written to key stakeholders
• Ability to manage multiple projects and high volume of activity
• Ability to solve ambiguous problems and proactively identify and mitigate risks
• Excellent time management skills, with a focus on organization and attention to detail
• Proficiency with Microsoft Office Products, including Excel, Word, PowerPoint, and project management software such as Asana and Jira
• Experience in managing people, processes, and customers

Preferred Qualifications

• Experience in implementing and managing government social programs including housing, emergency rental, community development, or homeless programs.
• Experience in Customer Relationship Management software (such as Salesforce) is preferred
• Bachelor's Degree, or equivalent experience
• Bilingual ability strongly preferred

Salary Scale:  $70,000 - $95,000/yr.

We are an equal opportunity employer and value diversity at our company. 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 offer a full range of employee benefits for our regular full-time employees including:

• Fully remote position
• Unlimited PTO
• 100% Employee paid medical and dental insurance
• Stock Options
• 401K Plan