Director Client Enablement Jobs

Boys & Girls Clubs of America named "One of the Best Nonprofits to Work for in 2017, 2018 and 2019" Indeed.com

Boys & Girls Clubs of America is the nation's premier youth development organization. Our programs, training and services impact nearly 4 million children and teens every year. We are always looking for qualified professionals with a passion for improving young lives, as a member of our national staff. We have strong values, embrace diversity and offer great benefits to allow our employees to maintain work/life balance.

An Inclusive Environment

Our mission is to provide an inclusive environment for a diverse group of employees, volunteers and Club members, where opportunities and equal access are demonstrated at all levels. As an organization, we embrace and honor diversity, equity and inclusion. When we draw on the wisdom of a diverse workforce we are better able to understand and meet the needs of America’s youth and our Clubs.

LOCATION: REMOTE

JOB SUMMARY

Under the limited direction of the National Vice President, Product Management, the Director of Client Enablement is responsible for leading the training and support of MyClubHub across the national network of Boys & Girls Clubs. This includes ensuring high utilization of the system and high satisfaction with training and ongoing support. The Director of Client Enablement will develop, implement and manage the training and support strategy and implementation for all client support and success teams. The Director of Client Enablement will promote maximum value in MyClubHub, aiming for maximum adoption and utilization of features, identifying new opportunities, and collaborating with BGCA, Clubs and the software vendor to ensure successful system adoption across the network of Boys & Girls Clubs

ESSENTIAL FUNCTIONS

• Establish a trusted advisor relationship that works to ensure Club’s overall satisfaction with MyClubHub and our support and training services
• Manage communities of practice across the network of Boys & Girls Clubs to promote information and best practice sharing
• Direct the Client Success and Client support functions of the MyClubHub team
• Design and oversee a training and support plan for MyClubHub
• Serve as a point of escalation for client concerns and challenges

Client Support and Success

• Direct on-going consultation and technical assistance to Clubs
• Direct and manage implementation of strategy to support Clubs using MyClubHub
• Work closely with direct team members to communicate feedback, success stories, roadblocks, and lessons learned
• Direct and manage implementation of strategy to train Clubs on MyClubHub

Product Management/Technology

• Participate in the prioritization of features based on training and support analytics
• Ensure proper systems are in place to support all users
• Identify and manage cost effective technologies that support communities of practice
• Utilize technology to deliver cost effective training solutions

Management & Operations

• Manage helpdesk staff; allocate resources to projects
• Uncover and mitigate risks that threaten users’ growth and satisfaction; create and execute risk mitigation plans
• Build and lead a team of training and support staff to provide high quality ongoing training and support to Clubs

ADDITIONAL RESPONSIBILITIES

• Perform other duties as assigned by the National Vice President Product Management
• Demonstrate BGCA mission driven values of integrity, excellence and inclusion and integrate into work environment and ways of work
• Adhere to organizational policies and procedures as described in BGCA’s Employee Handbook, Ethics Policy and elsewhere
• Participate on cross-functional project teams, as required

SUPERVISION EXERCISED

• Responsible for payroll function and for performance management, coaching, and supervising the work of the Payroll Accountant

EDUCATION AND EXPERIENCE

• Experience with designing training strategies for software applications a must
• Minimum of ten years of experience, including five years with team management responsibilities that include support of data systems
• Experience with building a support team is preferred
• Bachelor’s degree required. Advanced degree(s) in related areas preferred

SKILLS & ABILITIES

• Is knowledgeable about policies, practices, trends, competition, technology and information affecting the business and the organization
• Breaks down projects into tasks, develops schedules, makes assignments; organizes people and activities
• Possesses the functional and technical knowledge and skills to perform the job with a high level of accomplishment
• Is able to look at data, analyze data, make it tell a story related to business need, and create action as a result

ENVIRONMENTAL & WORKING CONDITIONS

• Normal internal working environment.
• The individual selected for this position must possess and maintain a valid driver’s license and be able to navigate areas of the country by using a map or other direction methods.
• Approximately 25% travel.