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 an Application Services Manager, you will be responsible for the day-to-day management and success of fulfillment of various digital government applications. Application Services Manager is the primary individual managing a specific part of the application process (Review, Outreach, or QA/QC).

You will ensure that the team delivers the best-in-class application support services to the internal team members and applications of government programs. This role requires strong people management skills, a proven track record of developing processes and standards for supporting rollout of complex applications in a fast-paced environment.

Application Services Manager will manage multiple programs in an application specific process. You will manage the multiple internal processes required for the successful fulfillment of an individual or business application.

The ideal candidate is process-focused, detail oriented, has excellent communication skills, and is able to manage multiple teams. They are highly autonomous and have a proven track record as a Manager - taking on end-to-end ownership and successfully delivering results in a fast-paced environment.

Responsibilities of the role:

• Focus on continuous service improvement through automation, transformation, value add and team efficiency
• Explore continuous improvements to ensure the teams provide best in class customer service to internal team members and external applicants.
• Monitor team performance daily and ensure teams meet application SLAs
• Coach others, recognise their strengths, and encourage them to take ownership of their personal development
• Analyze complex ideas or proposals and build a range of meaningful recommendations
• Use multiple sources of information including broader stakeholder views to develop solutions and recommendations for process improvement
• Effectively and consistently communicate application service updates to key stakeholders (e.g., Directors of Application Services, Director of Client Services and Director of Growth)
• Identify opportunities and work effectively with internal teams (e.g. Client & Payment Services, Engineering, and Marketing) to drive overall success in the application process

Required Qualifications

• 3+ years experience in managing a large team in application services, account management or customer service 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
• Outstanding interpersonal skills to interact effectively with team members and applicants to provide an efficient and applicant focused experience
• 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
• Skills to plan, schedule, and implement new programs for a given application process (Review, Outreach, QA/QC)
• Experience in managing people, processes, and customers

Preferred Qualifications

• Experience in and managing government social programs including housing, emergency rental, community development, or homeless programs.
• Experience managing multiple teams
• Bachelor's Degree, or equivalent experience
• Bilingual ability strongly preferred

Salary Scale:  $75,000 - $100,000/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