TITLE: Participant Engagement Manager
REPORTS TO: Regional Director
LOCATION: Borderplex Region (El Paso, TX)
EMPLOYMENT TYPE: Full-Time, Exempt Employee
Career Team is looking to hire a Participant Engagement Manager for our Borderplex workforce contract serving El Paso and far West Texas. The Participant Engagement Manager leads frontline service delivery across in-person, virtual, and community-based access points, serving to coordinate effective and efficient entry point to workforce services for job seekers across the six-county region. This role owns the quality and flow of the customer experience from first contact through referral, ensuring service standards, queue levels, response times, and WorkinTexas.com documentation remain accurate and compliant across all channels. The Participant Engagement Manager ensures referrals are confirmed and escalates when customers present barriers requiring immediate attention. This role requires concierge customer service,cultural fluency and clear communication in both English and Spanish to serve the Borderplex's predominantly bilingual communities. Work is performed under the supervision of the Regional Director.
Your Impact on Career Team’s Success:
- Coordinate with the development team on the implementation of customized software systems for referral tracking, partner engagement,center foot traffic, and from orientation to intake to enrollment conversions.
- Track participant flow, wait times, and outcomes, and use the 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 the 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, understanding, and ability to effectively train staff on WIOA eligibility, data, and file compliance in alignment with data validation requirements, and case noting
- 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
This position is expected to be 100% onsite. The selected candidate will be required to work onsite at the listed location.
To Qualify for This Role, You Must Have:
- 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
- A 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 to serve the region’s predominantly bilingual customer base
- A Valid Driver’s License
Additional Skills/Knowledge Career Team Would Love for This Role:
- 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 (El Paso, Hudspeth, Culberson, Jeff Davis, 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
Salary: $52.000-62,000/yr
Salary is commensurate with education and experience. Career Team offers a competitive benefits package including healthcare, dental, and personal/vacation time.
Travel:Up to 40% travel within the region
About Career Team:
Founded in 1996, Career Team, LLC is a private workforce development organization.
Career Team’s outstanding record of accelerating the human condition has resulted in numerous honors:
- Named by Inc. Magazine as one of America's 500 fastest growing privately held companies
- Recipient of the US Chamber of Commerce Blue Chip Enterprise Award for innovation
- Featured by 60 Minutes, CNN, Money Magazine, Inc. Magazine and the British Broadcasting Network as an innovative, government funded solutions program
- Invited to the White House after being cited by the National Welfare-to-Work Partnership and National Alliance of Business as a top 10 US training provider
As a socially conscious organization, Career Team has found a healthy balance between for-profit innovation and community enrichment. Looking ahead, the organization will continue to close the nation’s opportunity divide with additional government-funded workforce sites; while also building staff capacity of workforce funding sources and industry providers. See www.careerteam.com for more information.
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.
Background Check Requirements. 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.
California Consumer Privacy Act ("CCPA"). Career Team is committed to complying with the CCPA and all data privacy and laws in the jurisdictions in which it recruits and hires employees. Career Team collects and uses Personal Information for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance. Below are the categories of Personal Information we collect and the purposes for which we intend to use this information:
Identifying information, such as your full name, gender, date of birth, and signature; Demographic data, such as race, ethnic origin, marital status, disability, and veteran or military status; Contact information, such as your home address, telephone numbers, email addresses, and emergency contact information; Dependent's or other individual's information, such as their full name, address, date of birth, and Social Security numbers (SSN); National identifiers, such as SSN, passport and visa information, and immigration status and documentation; Educational and professional background, such as your work history, academic and professional qualifications, educational records, references, and interview notes; Employment details, such as your job title, position, hire dates, compensation, performance and disciplinary records, and vacation and sick leave records; Financial information, such as banking details, tax information, payroll information, and withholdings; Health and Safety information, such as health conditions (if relevant to your employment), job restrictions, workplace illness and injury information, and health insurance policy information; Information Systems (IS) information, such as your search history, browsing history, login information, and IP addresses on the Company's information systems and networks; Biometric information, such as facial recognition, fingerprints, iris or retina scans, keystroke, or other physical patterns; and Geolocation data, such as time and physical location related to use of an internet website, application, device, or physical access to a Company office location.
The Company collects Personal Information to use or disclose as appropriate to:
(1) Comply with all applicable laws and regulations; (2) Recruit and evaluate job applicants and candidates for employment; (3) Conduct background checks; (4) Manage your employment relationship with us, including for: (a) onboarding processes; (b) timekeeping, payroll, and expense report administration; (c) employee benefits administration; (d) employee training and development requirements; (d) the creation, maintenance, and security of your online employee accounts; (e) reaching your emergency contacts when needed, such as when you are not reachable or are injured or ill; (f) workers' compensation claims management; (g) employee job performance, including goals and performance reviews, promotions, discipline, and termination; and (h) other human resources purposes; (5) Manage and monitor employee access to company facilities, equipment, and systems; (6) Conduct internal audits and workplace investigations; (7) Investigate and enforce compliance with and potential breaches of Company policies and procedures; (8) Engage in corporate transactions requiring review of employee records, such as for evaluating potential mergers and acquisitions of the Company; (9) Maintain commercial insurance policies and coverages, including for workers' compensation and other liability insurance; (10) Perform workforce analytics, data analytics, and benchmarking; (11) Administer and maintain the Company's operations, including for safety purposes; (12) For client marketing purposes; (13) Exercise or defend the legal rights of the Company and its employees, and affiliates, customers, contractors, and agents; and (14) to comply with requirements of government grants, including, but not limited to, program and audit requirements.
