Program Manager

Position Overview: WE-cycle, the Roaring Fork Valley’s non-profit bikeshare program, is seeking a dynamic and dedicated Program Manager to join our team. The Program Manager will be responsible for overseeing rider support, communication and messaging, community outreach, system presentation and supporting Operations. This role is integral to ensuring a seamless experience for our riders, increasing WE-cycle's ridership, and overall presence in the community. The Program Manager will support regional operations and work in both WE-cycle locations (Aspen and Carbondale) but be based in location closest to where one lives. Key Responsibilities: Communication: Create and manage communication strategies to educate riders about the service, benefits, and procedures. Create and manage communication strategies to keep riders informed about updates, events, and service changes. Manage, in collaboration with the team, marketing and messaging initiatives including developing content for newsletters, social media, the WE-cycle website, and other materials. Act as a liaison between riders and the organization, ensuring clear and seamless communication. Community Outreach: Plan and execute community outreach initiatives in both English and Spanish to promote WE-cycle and its benefits to the entire community. Establish and maintain relationships with local businesses, organizations, and government agencies to support community engagement efforts. Ensure WE-cycle’s communications reach the diversity of its community Represent WE-cycle at community events to increase visibility and support for the program. Rider Support: Provide excellent support to riders by addressing inquiries, resolving issues and incidents, ensuring a positive experience. Supervise the rider service efforts, ensuring high standards of service delivery. Monitor and analyze rider feedback to identify trends and areas for improvement. Develop and implement strategies to increase rider satisfaction. Develop and refine rider service policies and procedures. Brand Presentation: Ensure and manage consistent messaging and presentation across all touchpoints, including system materials and surfaces, partner collateral, marketing content, social media, and rider interactions. Collaborate with the Operations Team to ensure that the system presentation is implemented in an accurate, clean, approachable, and effective manner. Monitor brand perception and work to enhance the organization's stature within the community. Operational Support: Develop fluency in system-wide operations. Participate in, and support, various aspects of day-to-day operations as needed, including assuming select operational roles. Qualifications: Bachelor's degree required, Proven experience (3+ years) in partnership management, community engagement, or content creation. Strong interpersonal skills with the ability to build and maintain relationships with diverse stakeholders. Experience navigating and utilizing a variety of software, including web and app based platforms. Excellent communication skills, both verbal and written, with the ability to articulate complex ideas clearly and persuasively. Spanish speaking language skills are preferred. Creative thinker with a passion for innovation and a track record of developing and executing successful programs. Strategic mindset with the ability to analyze data, identify trends, and make data-driven decisions. Passion for sustainable transportation and commitment to the mission of WE-cycle. Ability to drive a vehicle towing a trailer. Ability to safely lift 45-lb bikes many times each day. Note: This job description is intended to convey information essential to understanding the scope of the role and is not exhaustive. Responsibilities and duties may evolve over time based on company needs and the individual's capabilities.