Public Service Programs Manager

We're Hiring: Public Service Programs Manager

Location: United Arab Emirates (Remote)Employment Type: Full-TimeExperience Level: Mid-Level to SeniorWork Arrangement: Fully RemoteAbout UsWe are a globally focused organization committed to delivering effective public-facing programs, community services, stakeholder engagement, and socially impactful initiatives across diverse communities and markets.Our teams collaborate across Government Relations, Operations, Policy, Community Engagement, Communications, Legal, Finance, Technology, Partnerships, and external organizations to design and deliver accessible, accountable, and measurable public service programs.The RoleWe are seeking an experienced Public Service Programs Manager to lead the planning, implementation, administration, monitoring, and continuous improvement of public service programs.The ideal candidate will combine strong program-management, stakeholder-engagement, operational, analytical, and service-delivery capabilities.

This role will ensure programs are delivered efficiently, transparently, inclusively, and in accordance with applicable policies, regulations, funding requirements, and organizational objectives.Key ResponsibilitiesDevelop and implement public service program strategies, frameworks, policies, and operating models.Manage the full program lifecycle from needs assessment and planning through implementation, evaluation, and closeout.Translate organizational and public-service objectives into practical programs, projects, initiatives, and measurable outcomes.Conduct community and stakeholder needs assessments to identify service gaps and priority areas.Develop program plans, implementation schedules, budgets, resource requirements, and delivery milestones.Establish program objectives, service standards, eligibility criteria, processes, and performance requirements.Coordinate with government authorities, municipalities, public institutions, community organizations, NGOs, service providers, and other stakeholders.Build and maintain strong relationships with internal and external program stakeholders.Manage program applications, registrations, referrals, approvals, participant communications, and service delivery processes.Ensure programs are accessible, inclusive, user-focused, and responsive to community needs.Coordinate the delivery of public services across physical, digital, and community-based channels.Establish standard operating procedures, workflows, controls, escalation processes, and service guidelines.Monitor program performance, service quality, operational efficiency, and participant outcomes.Develop dashboards, reports, performance reviews, and management information for leadership.Establish and monitor key performance indicators, service-level targets, and program outcome measures.Track program budgets, expenditures, funding utilization, procurement activities, and financial performance.Coordinate with Finance to monitor financial controls, forecasts, funding requirements, and budget variances.Identify operational, financial, regulatory, reputational, safeguarding, and service-delivery risks.Develop risk mitigation plans and contingency procedures for critical program activities.Ensure compliance with applicable laws, regulations, policies, contractual requirements, and funding conditions.Coordinate internal and external audits, program reviews, inspections, and compliance assessments.Maintain accurate program records, participant information, contracts, approvals, reports, and supporting documentation.Ensure appropriate privacy, information-security, confidentiality, and data-governance practices.Manage program vendors, consultants, community partners, and service providers.Define supplier requirements, service standards, deliverables, SLAs, and performance expectations.Review partner performance and implement corrective actions when service requirements are not met.Coordinate procurement activities for program-related goods and services in accordance with approved procedures.Lead stakeholder communications relating to program launches, changes, eligibility, schedules, and service updates.Work with Communications and Marketing teams to support public awareness and program participation.Gather feedback through surveys, consultations, interviews, community meetings, and service channels.Analyze feedback and operational data to identify service improvements and emerging community needs.Manage participant complaints, escalations, appeals, and service-recovery activities.Ensure consistent and professional handling of sensitive or high-priority public service cases.Coordinate cross-functional teams to resolve operational barriers and improve service delivery.Support program pilots, innovation initiatives, digital transformation, and new service-delivery models.Evaluate technology solutions that can improve accessibility, efficiency, transparency, and participant experience.Develop business cases and recommendations for program expansion, redesign, funding, or discontinuation.Conduct benchmarking and research into public-service practices, emerging needs, and comparable programs.Support grant, funding, partnership, and sponsorship initiatives where applicable.Prepare executive briefings, program updates, performance reports, and strategic recommendations.Lead program reviews and implement corrective and preventive actions.Develop program continuity plans to maintain essential services during disruptions or emergencies.Promote a culture of accountability, service excellence, ethical conduct, inclusion, and continuous improvement.Key Performance IndicatorsProgram delivery against approved plansProgram participation and reachService accessibilityParticipant satisfactionCommunity engagementService request response timeService resolution timeFirst-contact resolution rateComplaint and escalation rateProgram outcome achievementService-level agreement complianceProgram budget utilizationBudget varianceCost per participant or service deliveredFunding utilization and complianceProgram application processing timeApplication and approval accuracyProgram completion rateStakeholder satisfactionPartner and vendor performanceRegulatory and policy complianceAudit findings and closure rateRisk mitigation completionData accuracy and reporting timelinessDigital service adoptionOperational efficiencyProcess improvement implementationProgram innovation and pilot conversionCommunity feedback resolutionService continuity and emergency readinessOverall program value and social impactIdeal CandidateThe successful candidate should have strong experience in public service programs, government programs, social programs, community services, public-sector operations, nonprofit program management, policy implementation, or stakeholder-focused service delivery.The candidate should demonstrate:Strong understanding of public service and community program-management principles.Experience managing complex programs involving multiple stakeholders and service channels.Excellent project and program-management skills.Strong knowledge of program planning, implementation, monitoring, and evaluation.Experience working with government agencies, public institutions, community organizations, or external partners.Strong stakeholder engagement and relationship-management capabilities.Excellent written and verbal communication skills in English.Strong analytical, reporting, budgeting, and problem-solving capabilities.Experience developing KPIs, dashboards, performance reports, and management information.Strong understanding of governance, compliance, risk management, and operational controls.Ability to manage budgets, vendors, contracts, and external service providers.Strong understanding of participant experience, accessibility, inclusion, and service quality.Ability to manage sensitive cases, complaints, escalations, and complex stakeholder issues professionally.Experience with CRM, case-management, program-management, reporting, and digital service platforms.Strong attention to documentation, accuracy, confidentiality, and accountability.Ability to manage multiple priorities and deadlines in a complex operating environment.Strong leadership and cross-functional collaboration skills.A continuous-improvement mindset focused on measurable public value and service outcomes.