Member Success Internal Operations Manager - US Based Remote Opportunity
About The Position
Do you have a passion for higher education? Do you want to make a positive impact on the college admissions process? Our staff help to remove barriers and encourage students to forge their path to a better future. Common App is a national not-for-profit organization dedicated to the pursuit of access, equity, and integrity in the college admission process. Each year we support more than 1 million students, one-third of whom are first-generation, as they apply to our more than 1100 diverse member colleges & universities using the Common App's free online application. If you are an experienced operations and knowledge management professional and want to be part of a mission-driven non-profit that uses innovative technology to advance the college admission process, Common App may be a great match for you. Common App is currently searching for a Member Success Internal Operations Manager.
Requirements
- Candidates must live in the United States.
- Willing to travel to attend twice annual Common App Retreat.
- 5-8 years of experience in their field
- Bachelor's degree in communications, education, business or relevant field; or an equivalent combination of education and experience.
- Use of Salesforce or other similar CRM.
- Working knowledge of Google Suite.
- Knowledge of strategic communication principles and best practices, including crisis communications and multi-channel campaign management.
- Expert-level knowledge of Salesforce (CRM), specifically in creating complex reports, dashboards, and managing internal process workflows.
- Knowledge of internal knowledge management systems and documentation best practices (e.g., Confluence, internal wikis).
- Demonstrated ability to write clear documentation for complex processes, including flow charts and decision matrices.
- Proven track record of crafting training material and resources that deliver content/knowledge and provide opportunities to apply knowledge.
- Strong knowledge of effective practices for delivering training in online settings, mentor peers, and foster skill development.
- Ability to create reports, dashboards, and task/event campaigns in Salesforce.
- Excellent written and verbal communication skills to be able to distill complex information so that it can be easily understood and actioned.
- Efficiently prioritize tasks and ensure deadlines are met.
- Collaborate effectively with other departments to achieve shared objectives.
Nice To Haves
- Knowledge of the higher education admissions cycle and the needs of member institutions.
- Knowledge of project management methodologies and best practices for leading cross-functional initiatives.
- Familiarity with Common App products, programs and services.
- Knowledge of consultative sales and service methodologies.
- Experience creating and maintaining documentation via wiki pages or in Confluence
- Experience in supporting go-to-market strategies in ed tech.
- A passion for higher education is a plus.
Responsibilities
- providing accurate documentation on Common App policies and processes
- member facing resources to support product and service adoption
- delivering internal product and service training
- ensuring Salesforce is optimally configured internal workflows and team performance
- governing the creation and maintenance of all internal Member Success documentation
- configuring and implementing outreach campaigns and member communications via Salesforce
- owning the analysis and reporting to monitor key Member Success metrics
- supporting go-to-market initiatives and other product and service needs through the creation and delivery of internal training
Benefits
- Work-Life balance
- Virtual-first office
- Paid Time Off (PTO)
- Seven company-wide holidays
- Nine floating holidays
- Sick leave
- Monthly mental health day
- floating holidays prorated depending on start date
- Virtual-first support
- Choice of PC of MAC laptop
- May choose an external monitor, keyboard, mouse, and/or headset
- One-time office set-up stipend
- Monthly remote work stipend
- Monthly mobile stipend
- Financial security
- Market-based salaries
- Performance-based bonus
- 403(b) retirement plan
- 5% company contribution
- additional 5% company match
- 3-year vesting schedule
- Participation may begin immediately
- Health & wellness
- Choice of two health insurance plans
- Health Savings Account, depending on health plan selection
- Medical Flexible Savings Account, depending on health plan selection
- Vision insurance
- Dental insurance
- Insurance coverage begins on the date of hire
- Dependent Care Flexible Spending Account
- Maven virtual clinic for women's and family health
- Company provided life and ad&d insurance
- Opportunity to purchase additional life insurance for self, spouse, and dependents
- Company provided short and long-term disability insurance
- Career development
- Budgeted annual funds for professional development
- Growth opportunities within the company
- Additional perks
- Mutual of Omaha Employee Assistance Program
- Mutual of Omaha will preparation services
- Mutual of Omaha travel assistance
- Payroll dedication pet insurance through PinPaws
- 1Password family account
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Number of Employees
51-100 employees
