Senior Director, Member Success - 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 member success and operations 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 Senior Director, Member Success

RESPONSIBILITIES

As the leader of the Member Success team, reporting to the VP, Member and Learner Success, this position will be responsible for overseeing all facets of member success for implementing and current members to ensure that they have a high-quality experience that maximizes the value of their use of Common App. 

The Senior Director will also oversee our efforts to implement and maintain state and system-level initiatives in partnership with the Network Growth State Partnerships team. The Senior Director will craft and implement a comprehensive member services strategy that includes management of current and future external engagement strategies, including Common App Advisory groups, Illuminate, and communities of practice. In partnership with Product Strategy, Marketing, and other key internal collaborators, they will create and manage channels for member and learner feedback to guide product and service enhancements and orchestrate the launch of new products. The Senior Director manages three teams: Member Implementation, Member Operations, and Member Services.

QUALIFICATIONS

This role requires:

• Candidates must live in the United States.
• Willing to travel to attend 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 with 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. Comfortable and effective in small and large group presentations.  
• 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.

The ideal candidate will possess:

•  Knowledge of Common App software or organization.
• A passion for higher education is a plus. 

PAY RANGE

$160,000 - $161,162