Engagement Manager

Participant Engagement Manager Location: Borderplex Region (El Paso, TX)
Employment Type: Full‑Time, Exempt Employee
Responsibilities Lead frontline service delivery across in‑person, virtual, and community‑based access points, coordinating effective entry points to workforce services for job seekers across the six‑county region.
Own the quality and flow of the customer experience from first contact through referral, ensuring service standards, queue levels, response times, and documentation remain accurate and compliant across all channels.
Confirm referrals and promptly address any barriers that customers present, escalating when necessary.
Coordinate with the development team on implementation of customized software systems for referral tracking, partner engagement, foot traffic, and enrollment conversions.
Track participant flow, wait times, and outcomes, using data to identify and resolve bottlenecks.
Provide day‑to‑day oversight of participant engagement and frontline service delivery to ensure a consistent, high‑quality customer experience.
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.
Monitor daily workflow and balance workload for Intake & Eligibility and Outreach Specialists to meet demand and service‑level expectations.
Conduct file reviews and second reviews to confirm eligibility documentation and case notes meet contractual requirements.
Demonstrate clear knowledge and ability to effectively train staff on WIOA eligibility, data, and file compliance in alignment with data validation requirements.
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.
Resolve escalated participant issues and ensure timely, professional responses.
Support reporting, data collection, and performance monitoring tied to program benchmarks.
Maintain strong working relationships with the funder, partners, and community organizations.
Ensure services are delivered in a culturally responsive manner that reflects the Borderplex community.
Ensure all activities comply with WIOA, Texas Workforce Commission (TWC), state, and local requirements.
Approach each day and task with a "ZAG" mindset.
Other duties and projects as needed.
Qualifications Bachelor’s degree or higher or an equivalent combination of education and experience.
2+ years of experience in workforce development, case management, or a related customer‑facing program, with lead or supervisory experience preferred.
Demonstrated ability to manage workflow, prioritize competing demands, and keep a team on track.
Sharp attention to detail with strong organizational, analytical, research, and critical thinking skills.
Ability to work across all levels of management, staff, and external partners.
Strong computer proficiency in Microsoft Office suite and Google suite.
Ability to work in a dynamic team environment with excellent teamwork and interpersonal skills.
Demonstrated ability to thrive in a fast‑paced environment while maintaining confidentiality and handling sensitive matters with tact and diplomacy.
Exceptional time‑management skills to meet deadlines and work under pressure to complete a high volume of work assignments with speed and accuracy.
Excellent verbal and written communication skills.
Bilingual proficiency in English and Spanish.
A valid driver’s license.
Preferred Skills/Knowledge 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.
Knowledge of the Borderplex region (ElPaso, Hudspeth, Culberson, JeffDavis, Presidio, and Brewster Counties) and its employers, community organizations, and workforce partners.
Training in Trauma‑Informed Care, evidence‑based practice, and/or whole family services.
Benefits & Travel Salary: $52,000–62,000yr, commensurate with education and experience.
Competitive benefits package including healthcare, dental, and personal/vacation time.
Travel: Up to 40% travel within the region.
Background Check Employment is contingent upon successful completion of a background check (including criminal, prior employment and education verification). Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current employees who apply for the position.
Equal Opportunity Employer Career Team is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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