Vice President, Client Support

The Management Center

1d • Remote

About The Position

The Management Center (TMC) is a 45+ person, $12 million, remote organization founded in 2006 with a mission to help leaders working for social change build and run more equitable, sustainable, and results-driven organizations. TMC provides coaching, training, and resources to hundreds of influential social justice and educational equity organizations, focusing on critical issues like advocating for educational equity, promoting immigration reform, fighting for racial, economic, and gender justice, and protecting voting rights. The Vice President (VP), Client Support will lead the Training Operations Team, which is responsible for delivering a seamless, equitable, and consistent experience for all training participants, from registration through training completion. This team manages the organization’s online registration platform and oversees the full scope of training logistics, supporting more than 10,000 clients annually across approximately 400 public training sessions and over 200 private trainings.

Requirements

• Demonstrated success in managing a diverse, high-performing, and human-centered team.
• Effective delegator, communicator, and coach for staff across lines of racial and gender difference.
• Ability to hold self, staff, and vendors accountable to ambitious goals.
• Ability to build authentic relationships and communicate clearly and kindly with colleagues—up, down, and sideways.
• Experience managing complex projects with multiple stakeholders and collaborating effectively across teams.
• Ability to build organizational buy-in for changes to practices or tools, and help people adapt to new ways of doing things.
• Deep commitment to learning and continuous improvement.
• Understanding of the impact of systemic and implicit biases and inequities related to race, gender, and other identities that can play out in workplaces.
• Ability to center equity, justice, inclusion, and belonging in all aspects of the work.
• Ability to proactively spot issues of equity and inclusion in the work and bring practical solutions by drawing on personal experience combating white supremacy, racism, and other interconnecting systems of oppression.
• Ability to name and grapple with how own identities play out in the work.
• Ability to create inclusive cultures and develop equitable processes and policies, leveraging power to lift up those on the margins.
• Passion for making things work well and an ability to sustainably handle a large volume of work with multiple deadlines.
• High bar for the accuracy and timeliness of work, including follow-up and follow-through.
• Ability to pay close attention to the details without losing sight of the big picture.
• Ability to track patterns accurately, investigate abnormalities or potential errors to ensure accuracy.
• Ability to understand the connections and interdependencies between systems, and spot ways to make them work better.
• Deep empathy with user needs, interests, and experiences, and a consistent orientation toward getting clients or constituents what they need.
• Ability to use understanding of client needs to inform a strategic approach to addressing challenges and opportunities.
• Ability to anticipate both challenges and opportunities, and devise creative and pragmatic, long-term solutions.
• Ability to exercise discernment and good judgment, particularly about where to invest resources.
• Experience using databases and web-based systems to enter, review, and manage information accurately.
• Some exposure to improving or helping shape systems.
• Problem-solving, solutions-oriented mindset regarding data and technology.
• Ability to learn new tools quickly and troubleshoot basic issues as they come up.
• Understanding of how systems support day-to-day operations and the participant experience.
• Ability to use tech thoughtfully, without relying on it to replace clear communication or human connection.

Responsibilities

• Support clients in navigating access to public trainings, registration, and troubleshooting issues.
• Own overall participant communication and participant experience of registration and logistics, including the content of messages and the technical operation of the delivery systems.
• Ensures that participants receive timely and accurate information that aligns with TMC’s voice, brand, and values.
• Use data to inform short-term strategy for training registration and logistics, and identify where more or different data is needed.
• Find opportunities for innovation and improvement and make recommendations for solutions that streamline or enhance our training operations.
• Collaborate with the team leaders for training and marketing to give input on client retention strategy.
• Maintain strong documentation about processes, systems, roles, and division of labor.
• Lead the Training Operations team, which currently consists of 2 training operations staff who run registration and logistics for all of our training services.
• Actively manage staff toward their goals while building trust and followership.
• Develop and retain talented, diverse staff while maintaining a high bar for performance, giving feedback, and coaching for skill development.
• Collaborate with team leaders to ensure that the training operations team works together effectively and efficiently with the training, client intake, and marketing teams.
• Manage our training management system (currently Arlo), including the relationship with the vendor and technical support team.
• Provide strategic thinking and leadership about TMC’s training management system, its relationship to our business, and its role in our tech ecosystem.
• Propose and drive alternate approaches or the selection and adoption of replacement technology, when needed.
• Collaborate with internal leaders on Salesforce and Wordpress (and other tech as needed) to ensure accurate, complete, and streamlined data and data integrations.
• Collaborate with internal leaders on Salesforce and Wordpress (and other tech as needed) to design and maintain aligned data systems, policies, and procedures.
• Collaborate with internal leaders on Salesforce and Wordpress (and other tech as needed) to spot, prevent, and troubleshoot issues.
• Identify opportunities for ongoing learning for the operations team and resolve any errors.
• Manages overall client contract process for TMC services and products.
• Ensures consistent contracting practices across TMC and serves as a resource for TMC staff in contract-related matters.
• Consults with external legal counsel as needed on complex contracting questions.
• Clarifying roles, responsibilities and distribution of work for each of the 3 people on the operations team (including yourself).
• Working with our web team and Arlo to fix formatting errors on key training registration pages.
• Developing a new protocol for bulk registration of public training participants from a single organization, ensuring a seamless experience for clients that also meets internal standards.
• Tracking registration patterns and forecasting training needs to meet demand, use training resources wisely, and meet our budget projections.
• Leading the process to decide whether we need to replace our training management software (and if so, how and when).

Benefits

• 90% of premiums covered by TMC for employees; 80% covered for spouses, domestic partners, and dependents
• Life and Long-Term disability insurance and an Employee Assistance Program at no cost to employees
• Option to enroll in pre-tax health and dependent care flex spending accounts
• Support staff and loved ones in times of financial hardship through an additional Hardship Fund that staff can access as a wage supplement.
• An additional 3.5% employer contribution to your retirement fund with no match required
• $100 per month stipend towards cell phone and internet
• Generous time off (including 4 weeks of paid vacation for full-time staff) and we close for 2 weeks at the end of the year.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 1-10 employees