Member Success Internal Operations Manager - US Based Remote Opportunity

ABOUT US

Do 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. 

RESPONSIBILITIES

As 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.

QUALIFICATIONS

This role requires:

• 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.

The ideal candidate will possess:

• 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. 

PAY RANGE

• $115,000 - $120,000

Common 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 balance
• Virtual-first office
• Paid Time Off (PTO)
• Seven company-wide holidays
• Nine floating holidays*
• Sick leave
• Monthly mental health day

*floating holidays prorated depending on start date

• Virtual-first support
• 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
• Financial security
• 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
• Health & wellness
• 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
• Career development
• Budgeted annual funds for professional development
• Growth opportunities within the company
• Additional perks
• 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

We 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 APPLY

To 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 interview
• Ask for payment to process documents, purchase equipment or for any other reason
• Request banking or credit card information
• Direct you to third-party services to obtain visas or other documentation

As 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.