The Director of Operations & Team Management (internally known as Leader of CAP Team Management & Operations) leads and develops the team of CAP Associates and Financial Aid Managers who are responsible for all aspects of the college application process, including scholar-work and family inputs (e.g., financial aid information) across all high school campuses. This role is accountable for team performance and day-to-day execution, ensuring that work is delivered with clarity, urgency, consistency, and a high bar for quality across the full college access process.
This leader sets and reinforces expectations, accelerates improvement in staff performance, and ensures fidelity to the CAP model through consistent oversight, coaching, and intervention. They manage the team’s daily and weekly work, translating CAP’s broader timelines into clear priorities, tracking deliverables through completion, managing caseloads and capacity, and adjusting execution when scholar needs, school conditions, or deadlines shift. Because CAP’s work is delivered within schools, this leader must understand and operate effectively within a fast-paced, high-accountability school culture. They ensure the team meets the expectations for professionalism, responsiveness, scholar engagement, classroom management, and adult accountability. They build credibility with School Leaders and navigate competing priorities and high-stakes situations with steadiness, sound judgment, and authority.
The Leader of CAP Team Management & Operations ensures that staff execute against the standards defined by the Leader of CAP Operations, Systems & Standards. They serve as the first line of quality assurance—reviewing materials as they are developed, identifying gaps, and requiring necessary revisions before the work advances to final review.
This role is also responsible for scholar and family engagement throughout the college access journey and manages complex related escalations, including admissions and financial aid issues.