Business Operations and Outreach Manager
About The Position
The Business Operations and Outreach Manager, USA provides leadership and oversight for business operations, development support, outreach coordination, and stakeholder engagement across the United States and English-speaking Caribbean. The role ensures operational resources, systems, and team capacity are aligned with regional priorities and support school and district engagement, candidate school development, strategic initiatives, and effective programme delivery. The Manager directly leads the USA Development Associate team and partners closely with the Head of U.S. Educational Initiatives & Partnerships, the Director, USA, subregional Heads, Community, Partnerships & Development Managers, and cross-functional teams. The role sets team priorities, allocates work, strengthens operational processes, and monitors service standards, risks, and performance. The position is a fixed-term role through July 2027, based in the Washington, DC office in a hybrid arrangement.
Requirements
- Bachelor’s degree or equivalent professional experience.
- Professional experience in education, business operations, programme operations, stakeholder engagement, or a related field.
- Demonstrated people-management experience, including objective setting, workload management, performance development, and team capability building.
- Experience overseeing complex, multi-stakeholder operational portfolios.
- Experience providing oversight for school-facing, district-facing, or customer-facing support services.
- Experience managing or overseeing events, budgets, contracts, procurement, or vendor processes.
- Experience using market, school, pipeline, or operational data to produce reports and recommendations.
- Experience working across functions such as Finance, Legal, Digital, Marketing, Professional Learning, or school-facing teams.
Nice To Haves
- Master’s degree.
Responsibilities
- Own operational governance of Salesforce case management, including queue administration, case assignment, workload balancing, routing protocols, and escalation pathways.
- Directly manage the USA Development Associate team, including objective setting, performance management, professional development, and day-to-day guidance.
- Translate regional priorities into workplans and allocate responsibilities according to team capacity, role remit, and business needs.
- Establish structured onboarding, training, and development across relevant systems, processes, and service areas.
- Monitor AFC pipelines, lead queues, operational documentation, service delivery, and cross-functional dependencies.
- Strengthen processes, tools, documentation, and ways of working across the Development Operations function.
- Ensure team members have differentiated responsibilities, appropriate authority, and defined escalation routes.
- Oversee and quality-assure operational support provided to prospective, candidate, and IB World Schools, districts, and other approved stakeholders.
- Ensure school- and district-facing inquiries are assigned, monitored, and addressed within agreed service expectations.
- Manage escalated or sensitive operational cases requiring manager-level judgment.
- Oversee team support for AFC processes, lead management, Salesforce/MySchool coordination, invoicing dependencies, and relevant registration systems.
- Enable Community, Partnerships & Development Managers and subregional Heads through coordinated research, lead qualification, outreach support, and operational follow-through.
- Provide strategic, budgetary, and risk oversight for a portfolio of USA events, including IB Days, education festivals, association events, external conferences, and other approved activities.
- Set priorities and allocate event responsibilities across the Development Associate team in collaboration with relevant business owners.
- Approve operational plans, budgets, timelines, and escalation arrangements within delegated authority.
- Advise regional leadership on event location, format, resource requirements, and alignment with regional objectives.
- Support coordination of IB leadership participation in high-profile external conferences and events.
- Maintain senior-level relationships with selected host institutions, partner organizations, and other key stakeholders where appropriate.
Benefits
- Medical, dental, and vision coverage.
- Voluntary benefits, pet insurance, and flexible spending account (FSA).
- Annual leave and 14 public holidays.
- Retirement 401(k) plan with a 10% contribution.
- Paid parental leave.
- Life assurance at four times annual salary.
- Employee Assistance Program.
- Continuous professional development.
- Health and wellness schemes.
- Flexible work arrangements.
- Additional IB-sponsored perks.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
