Program Manager, NV EDP

Job Type Full-time Description

The Program Manager will lead the Nevada Telecommunications Equipment Distribution Program (NTEDP) while directly operating the Las Vegas service center and showroom. This hands-on role combines program management responsibilities with direct customer service, including intake processing, application reviews, equipment demonstrations, and community outreach. This position serves as a liaison with the Nevada Aging and Disability Services Division (ADSD) and ensures full contract compliance while delivering high-quality services that meet all Service Level Agreements (SLAs) and performance metrics.

Working with a small team, this role requires a versatile professional who can effectively manage both strategic program oversight and day-to-day service center operations. 

Please note that candidates must be located in the Las Vegas/Clark County area. Furthermore, CSD is not providing relocation assistance for this position at this time.

  

Essential Functions

  

Program Management & Strategic Oversight 

• Lead statewide program operations, ensuring seamless service delivery across all Nevada regions
• Develop and implement strategic initiatives to improve program performance, reach, service delivery efficiency, and customer satisfaction
• Monitor program metrics and operational data to identify improvement opportunities and ensure contract compliance
• Ensure full compliance with all ADSD contract requirements, service specifications, and reporting obligations
• Manage relationships with equipment vendors and service providers, negotiating contracts and monitoring performance
• Oversee reporting and reimbursement processes, maintaining accurate documentation and timelines
• Supervise and coordinate a small team
• Hire, train, and develop team members
• Set performance goals aligned with organizational priorities and contract requirements
• Develop comprehensive operational procedures for all program functions, including intake, assessment, distribution, and follow-up
• Create standardized workflows for customer service, inventory management, and quality assurance
• Establish documentation standards and training protocols for staff and stakeholders
• Implement process improvements based on operational data and customer feedback
• Serve as the liaison with the  ADSD Contract Manager and designated assignees
• Build strategic partnerships with community organizations, government agencies, and advocacy groups
• Represent the organization at conferences, community events, and stakeholder meetings
• Communicate and report on project progress, risks, and issues to leadership and external stakeholders
• Monitor departmental budget and participate in the annual budgeting process

Service Center Operations & Customer Service

• Operate the Las Vegas service center and equipment showroom, providing direct customer service and equipment demonstrations
• Process customer intake and applications, conduct eligibility assessments, and determine appropriate equipment needs
• Conduct equipment assessments and training for customers, families, and staff on proper equipment usage
• Manage equipment distribution, installation, and setup for customers throughout Nevada
• Handle equipment troubleshooting, repairs, and returns processing with vendor coordination
• Maintain comprehensive inventory systems for telecommunications equipment
• Collaborate with internal CSD teams to implement initiatives and messaging
• Coordinate with People and Culture and team managers to foster a positive and engaging culture
• Promote CSD as a community partner and advocate for increased access to services for Deaf and hard-of-hearing individuals
• Other duties as assigned

Requirements

  

Knowledge, Skills, and Abilities

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies: 

• In-depth knowledge of the deaf and hard-of-hearing community’s support, advocacy, communication, and equipment needs
• Strong customer service skills with the ability to handle complex customer needs and situations
• Ability to work independently with minimal supervision while managing multiple priorities
• Understanding of government contracts and basic compliance requirements
• Project management skills including planning, organization, and multitasking
• Excellent communication skills
• Excellent writing and presentation skills
• Strong listening and relationship-building skills
• Working knowledge of operations management