Customer Program Manager Jobs in Colorado

INTRODUCTION

This position is responsible for supervising and overseeing programs in alignment with Overture’s goals for the people we serve. This includes meeting with clients, families, guardians, or other team members to explore opportunities with Overture, regularly traveling to various locations, availability for meetings and events outside of office hours, and coordinating with necessary parties to bring in new intakes and deliver quality services.

About Overture:

Vision: All people have the right to make choices and pursue opportunities to be the person they want to be: Your Life, Your Choice.

Mission: To cultivate self-directed opportunities and experiences that empower our communities to flourish.

Values:

Well-being: To create a safe workspace for all employees which promotes an inclusive company culture that fosters a balanced lifestyle.
o We promise to exercise empathy and compassion in our interactions with others.

Authenticity: Building trust through a culture of accountability where vulnerability and individuality are championed.
o We promise to encourage everyone to come as they are and embrace opportunities for growth.

Collaboration: Celebrating our community's strengths and contributions while working together to achieve common goals.
o We promise to engage in healthy dialogue and active listening while valuing diverse perspectives.

Excellence: Uphold standards through efficient processes, innovation, and a continuous commitment to quality.
o We promise to show up and do our best for one another and the communities we serve.

What Overture Can Offer You:

• Medical, vision, and dental insurance
• Group life insurance
• Supplemental insurance offerings: Short Term Disability, Voluntary Life/AD&D, Accident, Critical Illness
• Employee assistance program; free to all employees and their household members
• 401(k)
• Professional development opportunities

BASIC QUALIFICATIONS

• Bachelor’s degree in Social Work, Psychology, or equivalent in closely related field.
• Must possess a valid Driver’s License from the state in which you reside, maintain a clean driving record, and proof of insurance per company insurance guidelines.
• Must pass a motor vehicle record (MVR), background check, and other screening per Company requirements.
• Expertise and professional experience managing programs for people with developmental and intellectual disabilities, or related background in other social service fields.
• Experience in leading and managing personnel, ideally in social services realm.
• Expert knowledge of family dynamics and methods for crisis intervention.
• Must possess professional and expert knowledge of communications, as well as building and maintaining relationships.
• Excellent communication skills, both spoken and written.
• Must have solid computer and organizational skills with the ability to manage multiple projects at one time, and demonstrated ability to write/format letters, memos, and develop appropriate program related forms.
• Must be able and willing to work some hours outside of normal working hours to respond to emergencies or to otherwise meet the needs of the people we serve and their families.
• Must have consistent access to reliable transportation that will allow for quick response in an emergency.

ESSENTIAL JOB FUNCTIONS

• Maintain basic knowledge of HR compliance with all existing legal requirements including any related to the Equal Employment Opportunity (EEO), the Americans with Disabilities Act (ADA), the Family and Medical Leave Act, Wage & Hour laws, Worker Compensation, the Occupational Safety and Health Administration (OSHA), and so forth. Maintains minimal company exposure to lawsuits.
• Create and maintain an organizational culture that values trust, innovation, integrity, respect, and professional growth among employees and leadership.
• In conjunction with Human Resources and Intake team, participate in screening and interviewing for residential positions.
• Engage in active succession planning discussions with department head, including identifying the knowledge, skills, and abilities of your regional team to move into leadership roles and develop a plan to prepare multiple individuals to potentially perform those functions.
• Determine Program Coordinator assignments with Director of Residential Services/Designee. Maintain detail for your region’s status, such as number of staff, number of individuals served, billing status, etc. and provide financial details for expenses related to your area, including mileage, medical supplements, moves, recognition, etc.
• Support direct reports with problem-solving and decision-making in both a crisis and day-to-day operations and help develop their skills and understanding to handle these challenges as independently as possible.
• Support Program Coordinators in facilitating any emergency moves of current people in services or those from other agencies looking for emergency placement.
• Monitor caseload distribution and recommend changes as needed to ensure that workloads are equal, and your direct reports are able to effectively support the people we serve.
• Available to cover or support placements or intakes, assisting team with maintaining relationships, negotiating placement terms, and/or other extenuating circumstances that would benefit from extra support and attention.

PHYSICAL DEMANDS AND WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements: Requires repetitive manual and finger dexterity and eye-hand coordination; requires the ability to use all office equipment; and the ability to lift/carry up to 30 pounds using appropriate body mechanics.

Visual, Hearing, and Communication Requirements: Must be able to read, understand and communicate information and ideas orally and in writing to effectively communicate with others.

Pressure Factor: This position may require employees to adapt to a frequently changing environment, including handling and de-escalating incidents. This position will interact with individuals who are intellectually and developmentally delayed, may be frail, confused, and at times engage in verbal or physical aggression. Accordingly, it is sometimes necessary to deal with unpleasant situations with the need to problem solve.

EQUITY STATEMENT

The company values wellbeing, collaboration, authenticity, and excellence. Aligning with these values, it is our commitment to establish support a culture that is passionate about diversity, inclusion, and belonging to provide everyone an equal opportunity to thrive. This culture is central to our mission and to the impact on the communities that we serve. We know that having differing perspectives aids us in the creation of better ideas to continue to enhance our operational excellence and overall success.

EQUAL OPPORTUNITY STATEMENT

The company is an equal opportunity/affirmative action employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, gender expression, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including managers and co-workers. Unlawful harassment includes verbal or physical conduct that has the purpose or effect of substantially interfering with an individual’s work performance or creating an intimidating, hostile, or offensive work environment.

ADDITIONAL NOTES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

APPLICATION DEADLINE: Please submit your application by 3/26/2025.

Job Type: Full-time

Pay: From $56,485.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

LOCATION

Work Location: Hybrid remote in Windsor, CO 80550