Member Success Internal Operations Manager

Job not on LinkedIn

November 17

⚔️ Virginia – Remote

Although this job is listed in Virginia, this company may be open to hiring remote in other states.

💵 $115k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Common App

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Education • SaaS

Common App is a widely used platform that simplifies the college application process for students applying to multiple institutions. It offers resources and tools for students, counselors, and colleges to streamline the application process, promote access and equity, and provide insights through reports. Common App connects students to a wide array of colleges, offering information on financial aid and scholarships, as well as support for transfer and first-year student applications. The platform aims to inspire and facilitate higher education pursuits with a focus on equity and integrity in the admissions process.

51 - 200 employees

Founded 1975

📚 Education

☁️ SaaS

📋 Description

• Do you have a passion for higher education? • Help to remove barriers and encourage students to forge their path to a better future. • Play a critical role in driving the internal operational readiness of the entire Member Success team. • Own 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. • Contribute as a subject matter expert to the Director’s strategy by governing the creation and maintenance of all internal Member Success documentation; • Configure and implement outreach campaigns and member communications via Salesforce; • Own the analysis and reporting to monitor key Member Success metrics; • Support go-to-market initiatives and other product and service needs through the creation and delivery of internal training. • Support cross-divisional priorities and require collaboration with communications and marketing, product strategy, and legal.

🎯 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. • 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.

🏖️ Benefits

• 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 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 • 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 • 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 • 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