National Program Specialist

About GiGi's Playhouse

Established in 2003, GiGi's Playhouse Inc. is dedicated to transforming perceptions of Down syndrome and advocating for universal acceptance. Its approach is realized through national advocacy efforts, targeted programs, and empowering individuals with Down syndrome, their families, and communities. All offerings are free, therapeutic or educational, focusing on specific developmental goals like speech and language, literacy, social skills, and motor abilities. GiGi's Playhouse operates over 60 locations across North America and continues to expand annually.

Role Overview

The National Program Specialist is an integral member of the National Programs Team, ensuring high-quality execution and operational success of GiGi’s programs nationwide. Collaborating closely with National Program Managers, this position supports assigned Playhouses by overseeing program quality, tracking key metrics, ensuring adherence to Standards of Execution (SOE), creating resource materials, and filling temporary remote staffing needs when necessary.

Key Responsibilities

• Act as the primary point of contact for assigned Playhouses, offering coaching, guidance, and operational assistance to support program delivery.
• Address program inquiries via Zendesk and other channels, troubleshoot challenges, and escalate critical issues appropriately.
• Foster collaborative relationships with Playhouse staff to encourage effective implementation and continuous enhancement of programs.
• Assist with onboarding new Program Leaders and facilitate training on organizational program standards, Salesforce, LMS, and operational platforms.
• Provide temporary remote staffing support to Playhouses facing personnel transitions by managing scheduling, volunteer coordination, participant engagement, program prep, and administrative tasks.
• Collaborate with National Program Managers and Regional Operations for smooth staffing changes and document transition progress for successful handovers.
• Support Playhouses in achieving and maintaining compliance with Standards of Execution by monitoring program fidelity, reviewing documentation, and identifying improvement areas.
• Analyze Salesforce data and participation metrics to identify trends in attendance, volunteer involvement, participant engagement, and program expansion.
• Develop performance reports and dashboards aiding management in measuring network-wide results, ensuring data accuracy and timeliness.
• Work jointly with National Program Managers in developing and updating resources, templates, and guides to support consistent program replication and maintain resource libraries.
• Support pilot initiatives and promote adoption of new programs across the network.
• Engage cross-functionally with Regional Operations, Marketing, and Technology teams to bolster Playhouse success and participate in network-wide training, meetings, and conferences.

Required Qualifications and Skills

• Bachelor's degree in Education, Recreation Therapy, Social Work, Human Services, Nonprofit Management, or related field; equivalent experience accepted.
• Experience in supporting educational, therapeutic, volunteer, or community-centric programs.
• Strong organizational capabilities and project management skills to handle several priorities efficiently.
• Proficiency in interpreting program data to guide continuous quality enhancement.
• Familiarity with Salesforce or analogous CRM platforms for program tracking and reporting.
• Excellent verbal and written communication competencies.
• Ability to cultivate strong partnerships with staff, volunteers, and community members.
• Willingness to travel occasionally to Playhouses, conferences, and national meetings.
• Flexibility to work some evenings and weekends as business needs require.

Core Competencies

• Teamwork: Emphasizes collective success, receptiveness to feedback, positive morale-building, and commitment to group objectives.
• Problem Solving: Demonstrates timely issue resolution, analytical thinking, and collaborative solution development.
• Communication: Clearly articulates ideas verbally and in writing, actively listens, and selects appropriate communication channels.
• Adaptability: Adjusts effectively to changing environments and competing priorities.
• Innovation: Shows creativity and resourcefulness in overcoming challenges and enhancing processes.
• Planning and Organization: Efficiently schedules work, manages time and resources, and sets achievable goals.
• Quality Orientation: Maintains thoroughness and accuracy, applies feedback constructively, and pursues improvement.
• Customer Service: Handles difficult situations professionally, responds promptly to needs, and adheres to commitments.
• Technical Proficiency: Continuously develops relevant technical skills to support job functions.

Additional Information

This role is a full-time position requiring a 40-hour workweek with occasional demands during evenings and weekends to aid operations and national programs. The position reports directly to the National Programs Team and involves limited travel (~5%).