Member Success Internal Operations Manager - US Based Remote Opportunity

About UsDo 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.ResponsibilitiesAs a member of the Member Operations team, and reporting to the Director of Member Operations this position will play a critical role in driving the internal operational readiness of the entire Member Success team. This includes the Implementation and Member Services teams, by owning the following key areas: providing accurate documentation on Common App policies and processes; member facing resources to support product and service adoption; delivering internal product and service training, and ensuring Salesforce is optimally configured internal workflows and team performance.This role will contribute as a subject matter expert to the Director's strategy by 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; and supporting go-to-market initiatives and other product and service needs through the creation and delivery of internal training. This role will support cross-divisional priorities and require collaboration with communications and marketing, product strategy, and legal.RequirementsQUALIFICATIONSThis role requires:Candidates must live in the United StatesWilling to travel to attend twice annual Common App Retreat5-8 years of experience in their fieldBachelor's degree in communications, education, business or relevant field; or an equivalent combination of education and experienceUse of Salesforce or other similar CRMWorking knowledge of Google SuiteKnowledge of strategic communication principles and best practices, including crisis communications and multi-channel campaign managementExpert-level knowledge of Salesforce (CRM), specifically in creating complex reports, dashboards, and managing internal process workflowsKnowledge 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 matricesProven track record of crafting training material and resources that deliver content/knowledge and provide opportunities to apply knowledgeStrong knowledge of effective practices for delivering training in online settings, mentor peers, and foster skill developmentAbility to create reports, dashboards, and task/event campaigns in SalesforceExcellent written and verbal communication skills to be able to distill complex information so that it can be easily understood and actionedEfficiently prioritize tasks and ensure deadlines are metCollaborate effectively with other departments to achieve shared objectivesThe ideal candidate will possess:Knowledge of the higher education admissions cycle and the needs of member institutionsKnowledge of project management methodologies and best practices for leading cross-functional initiativesFamiliarity with Common App products, programs and servicesKnowledge of consultative sales and service methodologies. Experience creating and maintaining documentation via wiki pages or in ConfluenceExperience in supporting go-to-market strategies in ed techA passion for higher education is a plus. PAY RANGE$115,000 - $120,000BenefitsCommon App is a virtual first environment. We value our employees' time and efforts. Our commitment to your success is enhanced by our competitive salary and an extensive benefits package including:Work-Life balanceVirtual-first officePaid Time Off (PTO)Seven company-wide holidaysNine floating holidays*Sick leaveMonthly mental health dayfloating holidays prorated depending on start dateVirtual-first supportChoice of PC of MAC laptopMay choose an external monitor, keyboard, mouse, and/or headsetOne-time office set-up stipendMonthly remote work stipendMonthly mobile stipendFinancial securityMarket-based salariesPerformance-based bonus403(b) retirement plan5% company contributionadditional 5% company match3-year vesting scheduleParticipation may begin immediatelyHealth & wellnessChoice of two health insurance plansHealth Savings Account, depending on health plan selectionMedical Flexible Savings Account, depending on health plan selectionVision insuranceDental insuranceInsurance coverage begins on the date of hireDependent Care Flexible Spending AccountMaven virtual clinic for women's and family healthCompany provided life and ad&d insuranceOpportunity to purchase additional life insurance for self, spouse, and dependentsCompany provided short and long-term disability insuranceCareer developmentBudgeted annual funds for professional developmentGrowth opportunities within the companyAdditional perksMutual of Omaha Employee Assistance ProgramMutual of Omaha will preparation servicesMutual of Omaha travel assistancePayroll dedication pet insurance through PinPaws1Password family accountWe work to maintain the best possible environment for our staff, where people can learn and grow. We strive to provide a diverse, collaborative, team-oriented, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.How Do i ApplyTo apply for this opportunity, send your resume and cover letter with salary expectations.PROTECTING YOUR PERSONAL INFORMATION:During the recruiting process, please note that Common App will never:Provide a job offer without an interviewAsk for payment to process documents, purchase equipment or for any other reasonRequest banking or credit card informationDirect you to third-party services to obtain visas or other documentationAs we work alongside you through our recruitment process, please remain alert and never provide financial information or payment to anyone claiming to offer a job opportunity.If you believe you're a victim of a job scam, report it to the Federal Trade Commission (FTC) or your state attorney general. To learn more about job scams, read the FBI's public service announcement or visit the FTC site.