Career Team

Career Team

Participant Engagement Manager

El Paso, Texas, United States · Contract

Sponsorship not specified$52k-$62kDetected 22 days ago
ComplianceHRCustomer SupportResearchCommunicationCritical ThinkingTime ManagementMicrosoft Office

About the role

  • If you're passionate about making a difference and believe in the power of technology to transform lives, you'll feel right at home here.
  • This role requires concierge customer service,cultural fluency and clear communication in both English and Spanish to serve the Borderplex's predominantly bilingual communities.
  • Work is performed under the supervision of the Regional Director.

Responsibilities

  • We blend cutting-edge technology with compassionate, high-touch services to drive real, measurable outcomes in the lives of job seekers across the country.
  • The Participant Engagement Manager leads frontline service delivery across in-person, virtual, and community-based access points, serving to coordinate effective and efficient entry point to workforce services for job seekers across the six-county region.
  • This role owns the quality and flow of the customer experience from first contact through referral, ensuring service standards, queue levels, response times, and WorkinTexas.com documentation remain accurate and compliant across all channels.
  • Coordinate with the development team on the implementation of customized software systems for referral tracking, partner engagement,center foot traffic, and from orientation to intake to enrollment conversions.
  • Manage the participant queue, monitoring intake, assignment, and follow-up so participants move through services without delay
  • Establish and maintain quality controls across case management, documentation, and reporting to ensure accuracy and compliance
  • Serve as the primary local coordination point with Workforce Solutions Borderplex (WSB) and partner contractors across the six-county region
  • Coach and support frontline staff on engagement practices, customer service standards, and program policy
  • Coordinate referrals and warm handoffs between Career Team staff, partner contractors, and Workforce Solutions Borderplex programs
  • Support reporting, data collection, and performance monitoring tied to program benchmarks

Requirements

  • Strong computer proficiency in Microsoft Office suite and Google suite
  • Ability to work in a dynamic team environment with excellent teamwork and interpersonal skills
  • A demonstrated ability to thrive in a fast-paced environment while maintaining confidentiality and handling sensitive matters with tact and diplomacy
  • Bilingual proficiency in English and Spanish to serve the region's predominantly bilingual customer base

Nice to have

  • 2+ years of experience in workforce development, case management, or a related customer-facing program, with lead or supervisory experience preferred

Skills

  • Master's or MBA degree
  • Experience and knowledge of WIOA, TANF, SNAP, Texas Workforce Commission (TWC), and other workforce development contracts/programs
  • Familiarity with participant data and case management systems
  • Training in Trauma Informed Care, evidence-based practice, and/or whole family services

Compensation

  • Salary is commensurate with education and experience.
  • $52.000-62,000/yr

Benefits

  • Career Team offers a competitive benefits package including healthcare, dental, and personal/vacation time.
  • Employment is contingent upon successful completion of a background check (including criminal, prior employment and education verification).

Company info

  • (1) Comply with all applicable laws and regulations; (2) Recruit and evaluate job applicants and candidates for employment; (3) Conduct background checks; (4)
  • Founded in 1996, Career Team, LLC is a private workforce development organization.
  • Career Team is a leading workforce development organization on a mission to transform lives.
  • At Career Team, we're solving today's unemployment challenges with smart software, world-class trainers, dedicated case managers, dynamic job developers, and innovative partners.
  • The Participant Engagement Manager ensures referrals are confirmed and escalates when customers present barriers requiring immediate attention.
  • Ensure services are delivered in a culturally responsive manner that reflects the Borderplex community

Equal opportunity

  • Career Team is an Equal Opportunity Employer.

Visa & Work Authorization

  • Identifying information, such as your full name, gender, date of birth, and signature; Demographic data, such as race, ethnic origin, marital status, disability, and veteran or military status; Contact information, such as your home address
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This listing is sourced directly from Career Team's careers page and normalized into a canonical job model.