Program Manager - Full-Time

SUMMARY: From homelessness to coming home, Pillars provides shelter, support, and solutions to address the housing needs in our community. Reporting to the Client Services Director, the Program Manager serves as a key member of the Pillars Extended Leadership Team and provides strategic and operational leadership for supportive housing and homelessness prevention programs. This position is responsible for program operations, team leadership, grant and budget stewardship, regulatory compliance, and community partnerships to ensure high-quality service delivery for individuals and families experiencing or at risk of homelessness.

SCOPE: The Program Manager oversees programs funded through multiple grants, ensuring full compliance with contractual, regulatory, and reporting standards. This position provides direct leadership and supervision to program staff, monitors performance outcomes, and maintains accountability for fiscal management. Maintaining an active, visible, and supportive presence within program operations is essential to building team culture, strengthening employee engagement, ensuring service quality, and driving positive participant outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Has passion for the mission of Pillars and displays agency values: Respect, Collaboration, Empowerment and Grit.
• Active member of the Extended Leadership Team (ELT), partnering with peers to cultivate a strong organizational culture and build strategic relationships with the community, local government, and partner organizations. Collaborates closely with ELT Directors on human resources, community engagement, and operations.
• Collaborates within the Client Services Leadership Team under the leadership of the Client Services Director. Partners directly with peer Crisis Housing Managers, as well as support staff (Volunteer Manager & Inventory Specialist and Grant & Data Specialist), to ensure consistency where appropriate and drive program success.
• Leads department meetings and represents the program at agency-wide staff and board meetings as requested.
• Provides leadership, supervision, coaching, and accountability for Case Managers and designated program staff. Responsible for recruitment, hiring, onboarding, performance management, employee engagement and professional development.
• Fosters a work environment that reflects high ethical and service standards, professional competence, trauma-informed care, and cultural sensitivity to individuals experiencing homelessness.
• In partnership with the Client Services Director, coordinates the development, application, and renewal processes for grants to secure and sustain program funding.
• Leads compliance and performance management for all programs, overseeing monitoring, case file reviews, required reporting, and staff training to meet regulatory standards.
• Participates in ongoing training and professional development to stay current on funding requirements, best practices, and compliance expectations in housing services.
• Oversees program budgets and grant expenditures, monitoring spending trends, forecasting utilization, and implementing corrective actions to ensure responsible fiscal management.
• Directs program evaluation and performance measurement, leveraging data trends to support strategic initiatives and drive continuous improvement.
• Develops and maintains relationships with funders, community agencies, local government, landlords, and regional networks.
• Represents Pillars through active participation in Wisconsin Balance of State Continuum of Care (WIBOSCOC) initiatives. Attends committee meetings, understands expectations, opportunities, and implements what is required for compliance.
• Drives landlord engagement strategies, collaborating with staff and community partners to expand affordable housing options, strengthen landlord relationships and increase the portfolio of landlords partnering with Pillars.
• Other duties as assigned.

Qualifications

CORE COMPETENCIES:

• Building Relationships - Demonstrates exceptional relationship-building ability with team members, clients, funders, community partners, landlords, and board members. Builds trust and collaborates effectively across departments and organizations.
• Communication - Strong verbal and written communication skills. Effectively communicates with staff, peers, community partners, funders, and clients. Presents information clearly and professionally in both individual and group settings.
• Conflict Management - Reacts and responds to complaints, solves problems, and deescalates charged situations. Assesses conflicts quickly, identifies appropriate resolutions, and remains calm and professional during high-stress situations.
• Decision-Making - Displays sound judgment when making decisions, at times with limited information; follows organizational policies and procedures; understands the implications of state and federal regulations; and makes decisions aligned with Pillars' mission, vision, and values.
• Strategic Thinking - Develops strategies to achieve organizational goals; identifies challenges and opportunities; evaluates program performance and outcomes; and adapts approaches to changing community needs, funding requirements, and organizational priorities.
• Financial and Grant Stewardship - Demonstrates accountability for budget management, grant compliance, expenditure monitoring, and responsible use of organizational resources. Ensures funding is managed effectively and in accordance with contractual and regulatory requirements.

QUALIFICATIONS:

• Bachelor’s degree required
• Three to five years of human services experience preferred, including experience working with individuals experiencing homelessness, housing instability, mental health, substance use, or related challenges.
• Prior experience supervising, coaching, and developing staff required.
• Experience managing programs, budgets, or grant-funded services preferred.
• Possess and maintain a valid Wisconsin driver’s license
• Ability to travel locally, with access to a reliable vehicle and personal auto insurance which meets Pillars minimum requirements for liability (100/300/100)

This position is expected to work inclusively and respectfully within a diverse community and practice civility in the workplace. In addition, this position requires strong oral, written, interpersonal, and organizational skills, demonstrated integrity, and the willingness to work independently and as part of a collaborative team. This position requires knowledge of Microsoft Office suite and related technologies.

COMPLIANCE ACCOUNTABILITIES: The Program Manager must act in accordance with Pillars’ policies and procedures, complete all required compliance training/continuing education within specified timeframe, and maintain a thorough knowledge of all internal operating procedures, as well as applicable laws and regulations.

WORK ENVIRONMENT: The employee must occasionally lift and/or move up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION and BENEFITS:

The compensation for this position is a competitive annual salary. Benefits include health insurance, dental insurance, vision insurance, vacation, holidays, sick leave, short & long term disability, life insurance, 401k retirement account with an employer match and an Employee Assistance Plan.

To Apply

Apply through our Career Portal or send resume and cover letter to [email protected] or mail to:

Tracy Melzl, Human Resources Coordinator, Pillars, Inc., 605 E Hancock Street, Appleton, WI 54911

Pillars is an Affirmative Action Equal Employment Opportunity employer committed to achieving a diverse workforce and to maintaining a community which welcomes and values a climate supporting equal opportunity and difference among its members. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, pregnancy status, sexual orientation, gender identity, gender expression, age, disability, physical condition, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.