Program Manager, Client Services (WBC/MBAC) - Dayton

Summary:
The Program Manager provides leadership for the day-to-day administration, implementation, and continuous improvement of the Minority Business Assistance Center (MBAC) Tier 1 and Women's Business Center (WBC) of Greater Dayton. This position is responsible for managing program operations, client engagement, grant compliance, reporting, community partnerships, entrepreneurial programming, and operational performance while supporting the strategic goals of both programs.

Working under the supervision of the Director, Women's Business Center and in partnership with the Business Advisor, MBAC Tier 1, the Program Manager manages client intake, workshop logistics, grant documentation, CRM data management, event management, communications, reporting support, and day-to-day program operations. This position serves as the operational backbone for both programs, enabling leadership to focus on business advising, strategic partnerships, community engagement, and program growth.

The ideal candidate is highly organized, customer-focused, detail-oriented, and passionate about supporting entrepreneurs while maintaining compliance with state and federal grant requirements. This position is a hybrid role required to work part of the time in-office, according to business need and manager direction.

The starting annual salary range for this position is $55,000-$65,000
Candidates for this position must be located in the Dayton Area.

Essential Duties & Responsibilities:
Program Leadership & Operations

• Manage the day-to-day operations of the MBAC Tier 1 and Women's Business Center programs, ensuring effective service delivery and alignment with grant objectives.
• Develop, manage, and oversee the annual program calendar, including workshops, orientations, networking events, outreach initiatives, and partner meetings.
• Oversee the planning and execution of in-person, hybrid, and virtual training events to ensure a high-quality participant experience.
• Direct the development and preparation of registration materials, participant packets, presentations, name badges, evaluation tools, and event documentation.
• Manage event logistics, including venue selection, technology, audiovisual equipment, catering, and event setup to ensure successful program delivery.
• Monitor program participation, evaluate event outcomes, and prepare post-event performance summaries and recommendations for leadership.
• Lead the administration of annual client surveys to assess training needs, business growth, job creation, and program satisfaction; analyze findings and present recommendations to leadership to support continuous improvement and grant reporting.
• Evaluate program effectiveness and identify opportunities to enhance operational efficiency, participant engagement, and overall program outcomes.

Client Experience & Engagement

• Manage the client experience for prospective and existing entrepreneurs across the MBAC Tier 1 and Women's Business Center programs, ensuring responsive, professional, and high-quality service through phone, email, virtual platforms, and in-person interactions.
• Oversee the client intake process to ensure eligibility requirements are met and all required documentation is complete, accurate, and compliant with program and grant requirements.
• Manage the scheduling and management of business advising appointments, orientations, workshops, and follow-up meetings to maximize client engagement and program accessibility.
• Develop and maintain proactive communication strategies to keep entrepreneurs informed of appointments, educational opportunities, events, and available ECDI resources.
• Monitor client engagement and documentation, ensuring timely completion of required forms and resolving outstanding items to maintain compliance and uninterrupted service delivery.
• Facilitate and oversee referrals to internal departments and external resource partners, ensuring clients receive seamless access to services that support their business growth.
• Monitor client satisfaction and service quality, implementing improvements to ensure every entrepreneur receives timely follow-up, exceptional customer service, and a positive experience throughout their engagement with ECDI.

Grant Administration & Data Management

• Manage the integrity and accuracy of client records within CRM and grant reporting systems, ensuring compliance with organizational, state, and federal reporting requirements.
• Oversee the timely documentation of counseling sessions, workshops, outreach activities, and client outcomes to ensure complete and accurate program reporting.
• Monitor data quality, documentation standards, and compliance, implementing corrective actions as needed to maintain the integrity of program records.
• Develop, analyze, and present weekly, monthly, quarterly, and annual program performance reports for leadership, highlighting trends, outcomes, and opportunities for improvement.
• Monitor and evaluate key grant performance indicators, including:
  • Clients Served
  • Counseling Hours
  • Workshop Attendance
  • Business Starts
  • Capital Readiness Activities
  • Referrals
  • Job Creation Metrics
• Oversee the organization and maintenance of program files and supporting documentation to ensure readiness for grant monitoring visits, audits, and compliance reviews.
• Manage the collection, preparation, and submission of documentation required for grant reporting, program evaluations, and funding agency requests, ensuring all reporting deadlines and measurable outcomes are achieved.
• Identify opportunities to improve reporting processes, data management practices, and grant compliance procedures to strengthen program performance and operational effectiveness.

Marketing & Community Outreach Support

• Lead the planning and execution of promotional strategies for workshops, networking events, orientations, and community outreach initiatives to increase program awareness and participation.
• Partner with ECDI's Marketing Department to develop and implement marketing campaigns, including event announcements, newsletters, promotional materials, and digital communications that align with program goals and grant objectives.
• Develop and maintain strategic relationships with community partners by managing partner contact lists and community resource directories to strengthen referral networks and collaborative opportunities.
• Cultivate and manage partnerships with chambers of commerce, municipalities, educational institutions, lenders, entrepreneurial support organizations, and other stakeholders to expand program reach and impact.
• Lead the planning, management, and execution of signature events, resource fairs, workshops, and community engagement activities that support entrepreneurial development and advance ECDI's mission.
• Evaluate the effectiveness of outreach and marketing initiatives, utilizing participation data and community feedback to recommend improvements and enhance program engagement.

Administrative Operations

• Manage the operational calendars for the MBAC Tier 1 and Women's Business Center programs, ensuring alignment of program activities, deadlines, and strategic initiatives.
• Oversee travel arrangements, meeting management, and conference participation to support program operations and professional development.
• Develop and review correspondence, agendas, presentations, reports, and other program communications to support internal operations and external stakeholder engagement.
• Manage program resources, including office supplies, training materials, equipment, and educational resources, ensuring operational readiness and fiscal responsibility.
• Oversee the organization, maintenance, and retention of program documentation and filing systems in accordance with organizational policies and grant requirements.
• Manage purchasing requests, expense documentation, and reimbursement processes to ensure compliance with organizational financial policies and grant guidelines.
• Lead continuous improvement initiatives by evaluating administrative workflows, identifying operational efficiencies, and implementing process improvements that enhance program effectiveness and client service.
• Perform other duties and special projects as assigned to support the strategic objectives and successful operation of the MBAC Tier 1 and Women's Business Center programs.

Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.
Knowledge, Skills & Abilities

• Strong organizational and project management skills.
• Excellent customer service and interpersonal communication.
• Ability to coordinate multiple projects and deadlines simultaneously.
• Strong written and verbal communication skills.
• High attention to detail and data accuracy.
• Ability to maintain confidentiality.
• Experience with database and CRM systems.
• Proficiency in Microsoft Office Suite.
• Ability to work collaboratively across multiple programs.
• Commitment to continuous improvement and process efficiency.

Education

• Associate degree in Business Administration, Public Administration, Office Administration, Communications, Marketing, or a related field.

OR

• High school diploma or GED with a minimum of three (3) years of progressively responsible experience in program management, nonprofit administration, administrative support, customer service, or office management.

Preferred Qualifications

• Bachelor's degree preferred.
• Experience managing grant-funded programs.
• Experience managing events, workshops, or educational programming.
• Experience working with entrepreneurs, small businesses, nonprofits, or economic development organizations.
• Experience with Salesforce or other CRM platforms.
• Proficiency in Microsoft Office 365.
• Bilingual (Spanish preferred).

Special Requirements:

• Occasional work outside of standard business hours and occasional travel to other ECDI offices required.

Core Competencies

• Program Management
• Customer Service Excellence
• Event & Training Management
• Grant Documentation & Reporting
• CRM & Data Management
• Relationship Management
• Communication
• Organization & Planning
• Time Management
• Problem Solving
• Adaptability
• Team Collaboration
• Continuous Improvement
• Cultural Competency

Other:

• Hybrid work environment with regular in-office presence.
• Occasional evening and weekend events.
• Local travel throughout the Greater Dayton service region.
• Ability to lift up to 25 pounds for event materials and program supplies.
• Prolonged periods of sitting, computer work, and standing during events.