Program Assurance Manager

Title: Program Assurance Manager (Quality and Client Success Manager)

Location: Milwaukee County, Wisconsin (One Program Assurance Manager for each of our South, West, and North sites in Milwaukee County)

Be the reason families receive the service they were promised. You lead the site's Program Assurance Team, the team that leads the office in quality case management and client success. You see the patterns in the casework as they emerge, make sure every client concern is heard and resolved, and turn what you learn into training that lifts the whole office.

How we serve

• Whole family. When a parent goes to work, the whole household feels it. We look at the full picture (children, child care, housing, transportation, well-being) and plan with the family, not just the person on the caseload.

• Abundance mindset. Every family brings strengths: skills, support networks, and determination. We build on what is already there, and we treat every setback as a next step, never a final word.

• In person, with dignity. Our doors are open Monday through Friday, 8 a.m. to 5 p.m. Clients are welcomed onsite and treated as partners in their own progress.

• Results that last. We measure success by jobs kept, wages grown, and families made stronger, and we use what we learn to keep improving.

What you'll do

• Lead a team of Program Assurance Coordinators reviewing case management against policy and following each finding to a fix.

• Oversee client success: every concern heard, answered, and closed with the family, and every Fact Finding handled fairly and on time.

• Protect benefit accuracy: oversee fraud referrals, overpayment recovery, and data-match reviews, so families are treated fairly and public dollars reach the people they are meant for.

• Coordinate every State monitoring report and response the site submits, always ahead of the deadline.

• Partner with the trainers to turn findings into practical sessions and desk aids, and coach your team to grow into leaders.

You'll thrive here if

• You like finding the root cause, not just the error, and you lead with curiosity rather than blame.

• You build trust across the office, so managers see your team as a partner in getting it right.

• You care about how a client experiences our service, not only whether a box was checked.

• You have audit, compliance, or data-analysis experience and want it to improve people's lives.

What you bring

• Bachelor's degree in human services, public administration, criminal justice, business, or a related field preferred.

• Three or more years in quality assurance, program compliance, benefits investigation, or audit in a public benefits program, including one year supervising staff.

• Strong Excel skills and precise written communication. State W-2 training completed or completed after hire.

Why America Works

For four decades, America Works has helped people move from public assistance into lasting jobs, because work brings dignity, independence, and opportunity to the whole family. America Works of Wisconsin, Inc. (AWWI) delivers the Wisconsin Works (W-2) program in Milwaukee County through a Whole-Family Approach, serving the entire household, not just one person. In 2027, we grow to serve the North, South, and West regions of the county. We test new ideas, measure what works, and change what doesn't, and we invest in our people the same way we invest in the families we serve.

• Medical, dental, and vision insurance, paid pre-tax

• 401(k) with employer matching after one year

• Paid, structured training: you will learn the program, the systems, and our way of serving with us

America Works of Wisconsin, Inc. is an equal opportunity employer. We welcome applicants from every background, culture, and work history