Common App, a mission-driven non-profit dedicated to access, equity, and integrity in college admission, is hiring a Senior Director, Member Success. This US-based remote role is responsible for overseeing all facets of member success for implementing and current members to ensure a high-quality experience that maximizes the value of their use of Common App.
What You'll Do
- Oversee all facets of member success for implementing and current members.
- Oversee efforts to implement and maintain state and system-level initiatives in partnership with the Network Growth State Partnerships team.
- Craft and implement a comprehensive member services strategy.
- Manage current and future external engagement strategies, including Common App Advisory groups, Illuminate, and communities of practice.
- Create and manage channels for member and learner feedback to guide product and service enhancements and orchestrate the launch of new products.
- Manage three teams: Member Implementation, Member Operations, and Member Services.
What We're Looking For
- Candidates must live in the United States.
- Willingness to travel to attend a twice-annual Common App Retreat.
- Bachelor's degree in Business Administration, Higher Education, Non-Profit Management or a relevant field; or a combination of relevant experience and education in communications, business, marketing, or acquisitions.
- At least 7+ years of broad experience in business acquisition and leadership in this area.
- 10+ years of functional experience in account management, customer service, and operations with an emphasis on knowledge management and communications.
- 8+ years of leadership experience, including people management.
- Experience successfully working to implement large scale projects at the state, system and institutional levels.
- Experience managing digital education products, preferably in the higher education market place.
- Knowledge of best practices in account management, customer service, and operations.
- Ability to effectively use data to assess operational processes and identify changes to drive efficiency and effectiveness.
- Excellent written and oral communication skills.
- Strong organizational and management skills, preferably in a collaborative, team environment.
- Results oriented with a combination of mental flexibility, creativity, analytical ability, and sound judgment.
- Ability to create and manage meaningful external engagement options to solicit stakeholder feedback, create advocates, and enhance Common App’s position in the market.
- Lead teams through organizational changes and transformations.
- Build and maintain relationships with key stakeholders.
- Collaborate effectively with other departments to achieve shared objectives.
- Foster a culture of innovation and continuous improvement within the team.
- Proficient with Microsoft Office Suite, Google Suite, Salesforce, or related software.
Nice to Have
- Knowledge of Common App software or organization.
- A passion for higher education is a plus.
Technical Stack
- Microsoft Office Suite
- Google Suite
- Salesforce
Team & Environment
You will be the leader of the Member Success team, reporting to the VP, Member and Learner Success. You will manage three teams: Member Implementation, Member Operations, and Member Services. The company culture is diverse, collaborative, team-oriented, and creative.
Benefits & Compensation
- Compensation: $160,000 - $161,162 plus performance-based bonus
- Market-based salaries
- 403(b) retirement plan with 5% company contribution and additional 5% company match
- Work-Life balance
- Virtual-first office
- Paid Time Off (PTO)
- Seven company-wide holidays
- Nine floating holidays
- Sick leave
- Monthly mental health day
- Choice of PC or 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
- Choice of two health insurance plans
- Health Savings Account
- Medical Flexible Savings Account
- Vision insurance
- Dental insurance
- 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
- Budgeted annual funds for professional development
- Growth opportunities within the company
- 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
Work Mode
This is a remote position open to candidates living in the United States.
Common App is an equal opportunity employer.
