National Program Specialist

Description

Founded in 2003, GiGi's Playhouse Inc.’s mission is to change the way the world views Down syndrome and send a global message of acceptance for all. This is accomplished through national campaigns, purposeful programs, and by empowering individuals with Down syndrome, their families, and the community. All programs are free and are therapeutic or educational in nature. Each one of our programs is designed to work on specific skill development, including speech and language, literacy, socialization, and fine and gross motor skills. GiGi’s Playhouse currently has over 60+ locations across North America and is growing by several locations annually. 

 

Position Summary: 

The National Program Specialist, as part of the National Programs Team, supports the successful implementation and operational excellence of GiGi's Playhouse programs across the Playhouse network. Working closely with the National Program Managers, this role provides day-to-day support to assigned Playhouses by monitoring program quality, tracking performance metrics, assisting with Standards of Excellence (SOE) compliance, developing resources, and providing Temporary Remote Staffing Services (TRSS) when operational needs arise.

 

The National Program Specialist serves as a trusted resource for Playhouse staff, helping ensure programs are delivered with consistency, fidelity, and excellence while supporting organizational initiatives that strengthen participant outcomes and network-wide performance. This position is a full-time commitment of 40 hours per week with occasional evening and weekend availability to support Playhouse operations and national initiatives. This position reports to the National Programs Team.

 

Essential Job Functions: 

 

Playhouse Program Support

• Serve as the primary support contact for assigned Playhouses, partnering with Program Managers to provide coaching, guidance, and operational assistance for programming.
• Respond to program-related inquiries through Zendesk and other communication channels, troubleshooting issues, and escalating concerns when appropriate.
• Build collaborative relationships with Playhouse staff to promote successful program implementation and continuous improvement.
• Support onboarding new Program Leaders and assist with training on national program expectations, Salesforce, LMS, and operational systems.

  

Temporary Remote Staffing Services (TRSS)

• Provide temporary remote operational support for programming to Playhouses experiencing staffing transitions or vacancies.
• Maintain continuity of program operations by assisting with scheduling, volunteer coordination, participant communication, program preparation, and administrative responsibilities.
• Partner with the National Program Managers and Regional Operations team to ensure seamless transitions during staffing changes.
• Document progress and communicate recommendations to support successful handoffs back to local staff.

 

Program Quality & Standards of Execution

• Support assigned Playhouses in achieving and maintaining Standards of Execution (SOE) program requirements.
• Monitor program implementation for consistency with national curriculum, policies, and best practices.
• Conduct routine reviews of program compliance and identify opportunities for improvement.
• Assist Playhouses in preparing documentation and action plans related to SOE standards.

 

Program Metrics & Performance

• Monitor Salesforce data and program participation metrics across assigned Playhouses.
• Identify trends related to attendance, participant engagement, volunteer utilization, and program growth.
• Develop reports and dashboards that assist National Program Managers in measuring network performance.
• Follow up with Playhouses to ensure accurate and timely data entry.
• Use data to identify Playhouses needing additional coaching or operational support.

 

Resource Development & Network Support

• Collaborate with National Program Managers to develop, update, and maintain program resources, templates, and implementation guides.
• Assist in creating tools that improve consistency and replicability across the network.
• Maintain resource libraries and ensure Playhouses have access to current materials.
• Support pilot programs and assist with implementation of new program initiatives.

 

Cross-Functional Collaboration

• Partner with Regional Operations, Marketing, and Technology teams to support Playhouse success.
• Participate in network training, webinars, office hours, and collaborative meetings.
• Assist with annual conferences, regional meetings, and other national initiatives as assigned.

 

Requirements

Competencies: 

• Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. 
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. 
• Written and oral communication: Ability to express ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. 
• Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. 
• Innovation: Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention. 
• Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans. 
• Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. 
• Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. 
• Technical Skills: Assesses own strengths and weaknesses; strives to continuously build knowledge and skills related to technical tools.   

 

Requirements   

• Bachelor's degree in Education, Recreation Therapy, Social Work, Human Services, Nonprofit Management, or a related field, or equivalent experience.
• Experience supporting educational, therapeutic, volunteer, or community-based programs.
• Strong organizational and project management skills with the ability to manage multiple priorities.
• Experience interpreting and using program data to drive continuous improvement.
• Working knowledge with Salesforce or similar CRM systems for tracking and reporting purposes.
• Strong written and verbal communication skills.
• Ability to build collaborative relationships with staff, volunteers, and community stakeholders.
• Willingness to travel periodically to Playhouses, conferences, and national meetings.
• Ability to work occasional evenings and weekends as needed.

 

GiGi’s Playhouse Core Values:    
GiGi’s challenges all staff and volunteers to embody the following core values:   

Enthusiasm: Bringing positive, high energy to our work   

Best of All: Always looking to improve in all that we do.  Challenge yourself every day.   

Get It Done: Making things happen and blasting through barriers when needed; figure it out.   

Believe: Believe in ourselves, believe in our mission, believe we can achieve all that we set out to achieve   

Locally Concerned, Enterprise Minded: Bringing our Best of All to our local playhouse while being mindful of how our work affects the broader GiGi’s network.   

Bachelor's degree in education, recreation therapy, social work, human services, nonprofit management or related field; experience supporting educational or community programs; Salesforce or similar CRM; strong communication and organizational skills; occasional travel and evening/weekend availability.

Key Responsibilities

• supporting program implementation
• monitoring program quality
• developing resources

Skills & Tools

Zendesk, Salesforce, LMS

Job Details

• Category: Project and Program Management
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 40,000 – 50,000 / year
• Languages: English

About GiGi's Playhouse

A non-profit organization supporting individuals with Down syndrome through free therapeutic and educational programs. — Industry: Non-Profit Organizations and NGOs