Senior Manager, Chapter Program

Pavilion

1d • Remote

About The Position

Pavilion is a global community of GTM professionals, initially founded to address the loneliness experienced by leaders in go-to-market roles. It now serves nearly 10,000 members worldwide. The Senior Manager, Chapter Program will own the relationship with Pavilion's network of local Chapter Heads, who are GTM leaders responsible for hosting dinners, welcoming new members, and representing the Pavilion brand in their cities. This role involves developing, improving, and measuring the effectiveness of HQ's collaboration with these Chapters, including setting program standards, recruiting and onboarding Chapter Heads, providing enablement and tools, and maintaining communication between HQ and the field.

Requirements

• 5–8 years of progressive experience in community program management, membership operations, field programs, or a related discipline.
• Direct experience running a community or membership program at scale, ideally with a paid membership component, a recurring event calendar, and clear retention or engagement outcomes.
• Strong operational instincts: comfortable using AI and other technology tools to build dashboards, define KPIs, and use data to make program decisions.
• Field empathy: instinctively think about a program from the perspective of the people executing it in the field.
• Operational discipline: build repeatable systems, document what works, and make it easy for others to do the job.
• Ability to lead through influence: inspire, coach, and hold accountable people who don't report to you; earn trust quickly with senior operators.

Nice To Haves

• Field program experience strongly preferred: experience working with a distributed network of community leaders, brand ambassadors, franchisees, regional hosts, or contractors who are not employees but whose performance you are responsible for.
• Experience in professional membership organizations, B2B communities, or executive networks.
• Familiarity with tools like Slack, HubSpot, Hivebrite, Asana, Google Workspace, or comparable community/CRM platforms.
• Experience designing or running in-person events at scale, especially dinner-based or salon-style formats.

Responsibilities

• Own the Chapter Program end-to-end.
• Set and continuously improve the standards, playbooks, and operating model for Pavilion Chapters.
• Manage the portfolio of 70+ active Chapters, identifying areas for investment, restructuring, or sunsetting.
• Own the Chapter Head compensation framework and partner with Finance on its application.
• Lead and develop the Ambassador Programs Associate, who handles Chapter operations.
• Set clear priorities and run regular 1:1s with the Associate.
• Build a coordinated operating rhythm between the Manager and the Associate.
• Build a pipeline of Chapter Head candidates in existing and new markets.
• Run a structured Chapter Head onboarding process to ensure new Chapter Heads host their first successful dinner within 60 days.
• Develop and maintain the Chapter Head enablement library.
• Design and run the Chapter Head communications cadence to keep Chapter Heads connected to HQ.
• Serve as the primary HQ point of contact for Chapter Heads.
• Act as a visible, trusted advocate for Chapter Heads within Pavilion.
• Define and measure key metrics for the Chapter Program, including dinners hosted, attendance, ICP composition, member retention, NPS, and Chapter Head satisfaction.
• Build and own the Chapter dashboard to track Chapter health and identify risks.
• Run quarterly Chapter business reviews with leadership.
• Partner with Sales & Success on integrating the Chapter experience into new-member onboarding.
• Partner with Marketing on Chapter-related content and testimonials.
• Partner with Operations and Finance on Chapter Head contracts, payments, and compliance.

Benefits

• Flexibility of a fully remote role.
• Autonomy, trust, and outcomes over face time.
• Opportunity to own a business-critical program with a direct line to senior leadership.
• Visible impact on the company's most important metric: retention.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed