Braven

Project Manager

• Support, manage, and execute the life-cycle of a portfolio of multiple short- and long-term cross-functional projects, ensuring excellence in all aspects of service delivery (85%)
• Manage end-to-end operational and tactical aspects of cross-functional projects of varying size, scope, technical level, organizational impact, and risk.
• Create and maintain quality project documentation and other assets, including the project charter, project schedule, and lessons learned.
• Evaluate assigned projects and plans utilizing the Agile methodology and Scrum and Kanban frameworks.
• Identify and gain agreement on project requirements, objectives, scope, timing, and resources with organizational stakeholders.
• Effectively communicate and consult with product owners, product managers, project sponsors, and project contributors to ensure consistency and alignment on the project methodologies for successful project delivery.
• Collaborate closely with product owners, Program Managers, and other subteam leads to understand their needs, prioritize work effectively, and evaluate and resolve conflicts to produce successful outcomes.
• Manage the project backlog and develop new user stories in collaboration with the product owner.
• Facilitate project meetings and regularly communicate project status to stakeholders both within and beyond the project team.
• Collaborate with teammates within and across projects to identify project risks and develop mitigation strategies.
• Identify and manage project dependencies to ensure timely project completion.
• Develop, strengthen, and cultivate effective working relationships with project sponsors and teams to ensure cross-team communication, transparency, consistency, and successful achievement of project goals and outcomes.
• Communicate project status, risks, and issues to all stakeholders, including Braven leadership, in a clear and concise manner.
• Ensure timely completion of project deliverables and milestones, and overall project success with respect to stakeholder satisfaction and project quality.
• Contribute to tasks within the scope of the projects, as assigned.
• Contribute to the development of the Braven Project Management Centers of Excellence and the Product Team (15%)
• Collaborate with other Project Managers across the organization to align annual and quarterly prioritization and share and further codify Braven’s project management best practices.

Associate Director – Project Management

Recruitment

• Develop vision, strategy, and plans to effectively enroll and retain 500+ students a semester into the Braven course
• Use Salesforce and Google Suite to manage recruitment data, operations, and pipelines
• Analyze recruitment data weekly to inform recruiting and partner support strategy
• Organize and support recruitment presentations and materials
• Host recruitment events in order to source prospective students
• Recruit and manage a team of student interns and volunteers
• Support the cultivation and management of BravenX nonprofit stakeholders who act as the pipeline for Fellow recruitment
• Manage and provide support to stakeholders in order to support them in reaching their individual Fellow enrollment goals
• Assess the strategies employed and make informed improvements based on quantitative, qualitative, and anecdotal data gathered
• Share design input and feedback with Braven’s External Affairs team on marketing materials
• Collect and share compelling stories with the Communications Team and External Affairs Team
• Support the Social Media and Marketing Committee
• Develop a social media recruitment strategy with the Communications and Recruitment interns
• Participate in individual annual and quarterly planning and all-team events
• Recruit, hire, onboard, and manage part-time student interns
• Recruit and train student volunteers known as Braven Ambassadors
• Other duties as assigned

Recruitment Associate

• Develop vision, strategy, and plans to effectively enroll and retain 500+ students a semester into the Braven course
• Use Salesforce and Google Suite to manage recruitment data, operations, and pipelines
• Analyze recruitment data weekly to inform recruiting and partner support strategy
• Organize and support recruitment presentations and materials
• Host recruitment events in order to source prospective students
• Recruit and manage a team of student interns and volunteers
• Support the cultivation and management of BravenX nonprofit stakeholders who act as the pipeline for Fellow recruitment (national and regional college access organizations, K12 alumni programs, small universities/colleges, etc.)
• Manage and provide support to stakeholders in order to support them in reaching their individual Fellow enrollment goals (weekly progress-to-goal updates, brainstorming new tactics, holding recruitment check-in meetings, attending partner events, etc.)
• Assess the strategies employed and make informed improvements based on quantitative, qualitative, and anecdotal data gathered to present to key stakeholders.
• Share design input and feedback with Braven’s External Affairs team on marketing materials
• Collect and share compelling stories with the Communications Team and External Affairs Team
• Support the Social Media and Marketing Committee
• Develop a social media recruitment strategy with the Communications and Recruitment interns
• Participate in individual annual and quarterly planning and all-team events
• Recruit, hire, onboard, and manage part-time student interns
• Recruit and train student volunteers known as Braven Ambassadors
• Other duties as assigned

Communications

• Design and own Braven’s national post-Accelerator Fellow engagement strategy, setting direction and standards for how we engage Fellows through graduation using scalable, data-informed approaches.
• Shift Braven’s Fellow communications from primarily informational to engagement-driven, ensuring messaging and content drive participation in high-impact behaviors tied to career outcomes.
• Partner closely with Career Communities Directors to ensure communications drive Fellow participation in industry-specific and pathway-specific programming, including graduate school and service year pathways.
• Own the Fellow engagement strategy for the MyBraven platform, driving adoption, usage, and sustained participation while contributing insights to platform optimization decisions.
• Establish and monitor engagement metrics that are explicitly connected to Fellow outcomes (e.g., internship attainment, interview readiness, strong first opportunity), ensuring strategy drives results—not just activity.
• Lead cross-functional alignment and decision-making across Program Operations, Product, Systems, and Marketing to ensure engagement efforts operate as a cohesive national system.
• Determine the most effective channels and formats (e.g., platform content, social media, email, text) for engaging post-Accelerator Fellows based on data and Fellow behavior.
• Build feedback loops and continuous improvement mechanisms to refine engagement strategies based on performance, Fellow input, and outcomes data.
• Design and lead Braven’s social media engagement strategy for post-Accelerator Fellows, positioning social platforms as a key channel for education, skill-building, and motivation—not just brand awareness.
• Partner with Communications & Marketing to align Fellow-facing social content with Braven’s broader brand strategy while clearly differentiating goals, audiences, and success metrics.
• Define and evolve national vs. regional social media strategies to ensure consistency, relevance, and scalability across markets.
• Research, test, and implement best practices from high-engagement, student-centered, and early-career social accounts to increase reach, participation, and impact.
• Use social media as an extension of Braven’s career education model—reinforcing key mindsets, skills, deadlines, and opportunities that support Fellows’ progress toward internships and strong first opportunities.
• Establish clear metrics for social engagement that connect to downstream behaviors and outcomes, and iterate strategy accordingly.
• Lead significant cross-functional initiatives and change management efforts, influencing stakeholders without direct authority to drive adoption of new engagement strategies and systems.
• Serve as a thought partner and advisor to senior leaders on post-Accelerator Fellow engagement, participation trends, and risks to outcomes.
• Lead and laterally manage regional staff, contractors, and student ambassadors, contributing to Fellow engagement and social content execution.
• Prepare to take on direct people management responsibilities (e.g., interns or future FTEs) as the function scales.
• Represent Braven internally and externally as a leader in postsecondary student engagement and career-focused community building.

Associate Director, Digital Communications – Fellow Engagement

Director

• Supervise and support a pool of part-time Graders for the Braven Leadership and Career Accelerator course, including onboarding, quality assurance, and feedback cycles.
• Collaborate with Program Facilitators and Associate Director, Academic Success, to implement volunteer support and accountability structures, including coaching for underperforming LCs.
• Co-design and lead grader training cycles and communities of practice (regular peer learning groups) to ensure grading consistency and alignment with Higher Education Partnerships standards.
• Provide escalation support and intervention for Graders struggling to meet expectations and coordinate closely with others to ensure high-support LCs get what they need to influence student outcomes in the course.
• Ensure rubric adherence and grading turnaround times are met across all sites and sections.
• Implement periodic audits of feedback quality and ensure clarity and alignment with learning objectives.
• Manage grading performance dashboards and share trends and insights with the Central Delivery Accelerator (CDA) leadership team.
• Support struggling students through a tiered academic intervention framework, including direct student engagement, communications, and supports, tracking, working with higher education partner intervention systems, and contacts.
• Partner with the Associate Director, Academic Success and Centralized Delivery of the Accelerator teammates to maintain a high-quality, joyful volunteer experience through consistent communication, resources, and recognition.
• Track volunteer engagement, issues, and performance in systems like Salesforce and escalate to appropriate teammates when interventions are needed.
• Lead targeted coaching sessions for struggling LCs and contribute to onboarding and training.
• Partner with cross-functional CDA teammates to build and refine scalable systems that support grader and volunteer success.
• Share insights from grading and LC data to inform product, training, and course design improvements.
• Document and socialize best practices, participating actively in Braven’s knowledge-sharing ecosystem.

Associate Director – Program Success

Designer

• Build, Steward, and Evolve Braven's Program Experience (30%)
• Design and evolve the entire program experience continuum, which starts with the Accelerator course and extends to supporting our Fellows for 6 months after graduation.
• Maintain a growing high-quality multi-modal library (in-person, virtual, and on-demand) of program experiences, including workshops, learning modules, facilitated sequences, stand-alone resources, on-demand tools, and event designs that help students build the skills, networks, experiences, and confidence needed to secure strong first opportunities after college.
• Create and pilot new program assets in response to what program staff is observing in the field and/or our higher education partners lift up as a need/interest — when teams flag that students are struggling or that a specific need has emerged, your team builds the response, keeping scale and simplicity front and center.
• Translate findings from Braven's research team into concrete design decisions, ensuring that what the evidence says students need is actually reflected in how every experience is structured, sequenced, and facilitated, partnering with execution teams to ensure the program is delivered as intended
• Maintain and refresh program assets over time by updating content regularly based on stakeholder feedback, student outcome data, and shifts in the college-to-career landscape, including staying up to speed on how the context is shifting with students (e.g., pandemic moment that required more online to a digital learning fatigue moment six years after the pandemic) and/or the labor market (e.g., employers are scaling up dramatically so job acquisition is easier including remote work to labor market is shrinking because of over hiring and now how AI is shaping the realities students face in the job market)
• Keep an eye towards what must be true at scale, adjusting designs over time based on feasibility constraints or new technology realities that have ripple effects into designs.
• Be the consummate learner and consumer of our in-person and digital products, in order to stay proximate to the field as well as on the cutting edge of what is to come
• Set and Hold the Standard for Quality and Integrity of Program Experiences (25%)
• Define, ensure the execution of, and evolve Braven's standards for high-quality program design, including how experiences are structured, how long they run, how learning is assessed, and how facilitation is approached.
• Ensure all program experiences are grounded in adult learning science, cultural competence (including that of a particular higher education institution), and reflect a deep understanding of Braven's students, predominantly first-generation college students and students from low-income backgrounds, navigating the transition from college to career.
• Stay current on the external field — career readiness research, employer expectations, evolving best practices in adult learning, highly-resourced colleges' career preparation evolutions, digital tools, and bring that knowledge into Braven's design work.
• Prepare Staff and Volunteers to Facilitate with Confidence and Fidelity (20%)
• Design and deliver ongoing training that equips program staff and volunteers who are on the front lines with students every day to understand Braven’s approach to career readiness topics, and can deliver to students coherent, consistent guidance.
• Design and deliver training on design intent so that facilitators understand why an experience is built the way it is, and can make good judgment calls when they need to adapt in the moment.
• Ensure training and staff enablement are built into each new program from the start, making them a core part of a complete, high-quality experience.
• Lead conversations with staff about what is likely to come next in the programmatic experience's evolution.
• Lead the Team and Shape Program Strategy (25%)
• Lead, develop, and grow a team of designers who are responsible for the full scope of design work across Braven's program experience, from the Accelerator course to post-course support for Fellows, which lasts until six months post graduation.
• Manage the team as well as the team’s mental agility in a way that allows for business as usual, as well as the ability to flex, be nimble, and start to innovate in a manner that meets the moment.
• Serve as a member of Braven's Product Leadership Team, contributing design expertise to cross-functional decisions about what the program should do next, how it should evolve, and what it will take to deliver it at scale.
• Partner with colleagues across Research, Data, Program Delivery, and Operations to ensure design decisions are grounded in evidence, informed by what's happening in the field, and set up to be delivered well.
• Engage directly, including online and ground-based visits with the field to inform perspective.
• Bring a constant eye toward program simplification while regularly asking which design elements are truly essential for student outcomes, where the program has accumulated complexity that doesn't drive value, and how to redesign experiences that are both excellent and more scalable over time.
• Partner across the organization with program delivery teams, operations, and technology to identify where design changes could unlock scale, and help Braven distill the program architecture toward what it truly needs to be as it grows.
• Help scope and grow the Design team as the organization scales toward serving 25,000+ Fellows.
• Serve as a member of the "One Braven" leadership team, contributing to org-wide strategy and stewarding a healthy, high-performing culture for both your immediate team and the broader organization.
• Other duties as assigned.

Head of Program Design

Operations

• Create strategic plans that translate vision into execution for special initiatives owned by the Transformation team (inclusive of multi-year roadmaps, short-term project plans, stakeholder communications maps, risk mitigation strategies, learnings from market intelligence, etc.)
• Synthesize insights and recommendations for senior leaders to guide ongoing strategy
• Manage the execution of a wide variety of teammates towards success, adapting strategies and frameworks as needed
• Initial projects within your scope will include ensuring we have enterprise-wide quality systems as we scale, and strong execution and enablement of our holistic approach to AI
• Build internal buy-in with evolving and cross-cutting projects, meeting people where they are, and making the unfamiliar feel approachable, for any special initiatives
• Serve as an internal resource for "what's possible" — translating data and ideas into practical, mission-aligned use cases we can actually act on
• Embrace the reality that we're figuring this out as we go — and help the team feel steady while we do
• Lead and influence cross-functional teams in a matrixed environment (i.e., teams will not directly report into this role) to bring initiatives to life, fostering a culture of excellence, continuous learning, collaboration, and innovation
• Create and own the project plans behind our transformation initiatives while building timelines, setting milestones, tracking dependencies, and keeping cross-functional work moving forward
• Turn big-picture organizational priorities into specific, sequenced actions with real owners and real deadlines, and follow up on them without oversight from your manager
• Build and improve our team’s operating infrastructures while increasing process efficiency, developing new processes, and training others in these areas
• Create lightweight but durable operating systems: the trackers, templates, and check-in rhythms that give a small team visibility into a lot of moving parts
• Ensure these integrate with and streamline/simplify organizational processes, vs. create additional complexity
• Flag risks and potential blockers early; bring proposed solutions, not just problems
• Coordinate internal teammates and external collaborators toward shared goals — without relying on formal authority to get things done
• Develop high-quality memos, briefings, and presentation materials to support executive-level decision-making and external stakeholder engagement
• Collaborate with internal and external stakeholders to enhance our nimbleness as we grow and ensure alignment with broader organizational strategic objectives
• Develop and maintain systems for gathering and organizing strategic market intelligence so findings are accurate, accessible, and updated regularly
• Ensure a variety of voices/stakeholders internally and externally, especially ones that might be overlooked or seemingly irrelevant, are incorporated
• Monitor and analyze trends, regulatory changes, and technological advancements across sectors, including workforce development, AI in higher education, and employer expectations, to identify positioning opportunities and threats for Braven
• Track what peer organizations, edtech organizations, university career centers, and employers are doing; codify what that means for our work, and identify white space where we can lead
• Synthesize findings from articles, podcasts, research, newsletters, conferences, and partner conversations into crisp, actionable briefings for leadership and staff
• Connect macro trends — including AI in recruiting, shifting employer expectations, and changing student needs — to near-term decisions Braven can make today
• Lead efforts to identify, evaluate, and integrate AI tools and partnerships from a market intelligence and positioning lens, in coordination with Systems and Product
• Translate complex data into clear strategic insights with actionable recommendations for senior leadership; deliver concise, impactful reports/presentations to key stakeholders
• Serve as a trusted advisor to internal stakeholders on competitive positioning, offering recommendations grounded in evidence
• Other duties as assigned.

Director – Transformation and Operations

• Develop and own Braven’s multi-year strategy for key pilot initiatives — synthesizing insights from program delivery, partner relationships, financial modeling, and student outcome data into a coherent, evidence-based framework
• Build and maintain the business case for key pilot initiatives as a scalable Braven offering: model unit economics, cost per student, and revenue potential across partner types; translate findings into recommendations for Braven leadership and, where appropriate, external stakeholders
• Establish consistent measurement baselines (including financial, programmatic metrics) so we can make data-driven decisions and meaningful comparisons over time and across pilot partners, surfacing ROI and risks/opportunities on an ongoing basis
• Gather updates from across the team and synthesize them into cohesive, well-structured presentations that reflect both progress and honest challenges
• Prepare materials, briefings, and talking points for board meetings — distilling complex program activity into clear, compelling narratives for a non-operational audience
• Conduct ongoing landscape research to stay current on what is happening in the industry (on university campuses, peer organizations, etc.) and test our assumptions about the model.
• Develop a scalable program framework and multi-year roadmap that aligns with Braven’s mission and current model, and enables us to pivot towards new future opportunities
• Execute pilots, launching a suite of programming at initial partner sites, and assess what's working and build a clear framework for what can be replicated versus what needs to be redesigned for each new context, culture, and student population
• Define what should be consistent across pilot contexts and what must be adapted, honoring institutional differences while staying true to our model and principles
• Build authentic relationships with collaborating teams to understand their goals and constraints well enough to be a genuine thought partner (vs. a vendor)
• Define how we partner effectively with internal and external stakeholders to strengthen relationships, increase efficiency, and ensure strong outcomes
• Build the operational scaffolding behind launch work — the checklists, timelines, communication templates, and handoff documents that make programs sustainable beyond your direct involvement
• Create and own project plans across program initiatives — timelines, milestones, cross-functional dependencies — and keep work moving forward with minimal oversight
• Conceive, design, and execute specific programs that get participants genuinely excited about the results
• Create and own the project plans behind our program initiatives while building timelines, setting milestones, tracking dependencies, and keeping cross-functional work moving forward
• Manage all logistics end-to-end: vision, venue, promotion, materials, execution, and follow-up with little hand-holding and strong attention to detail
• Debrief every program honestly — what worked, what flopped, what to try next time — and feed those insights back into the overall design
• Design and run a data collection campaign to capture key outcomes
• Build the forms, trackers, and processes that make data collection feel easy for stakeholders — low friction, high compliance
• Synthesize findings into clear, compelling narratives for a wide variety of audiences — from student-facing summaries to Alignment Team briefings to board-level presentations
• Ensure data is actionable, not just reported; ensure reports are simple and useful
• Develop high-quality memos, briefings, and presentation materials for high-stakes meetings with external key stakeholders
• Document learnings from each launch in a way that makes the next one faster and smarter and we add to our institutional knowledge base
• Support the broader team in understanding what the data says about the outcomes, and implications for future decisions

Director, Transformation and Strategy

Program Manager

• Own the operational strategy, quality, and continuous improvement of Braven's full suite of post-accelerator programs, including the Professional Mentor Program, Career Communities events, and the Ready to Launch Bootcamp.
• Oversee the design and delivery of asynchronous programming — including Case Management, Referral Systems, Job Boards, and opportunity newsletters — ensuring these touchpoints are high-quality, timely, and effective at keeping PAFs engaged.
• Set clear operational standards and accountability structures across programs, ensuring Associate Directors and the Project Manager have the tools, clarity, and support they need to execute excellently.
• Monitor program performance through data; identify trends, gaps, and opportunities to strengthen outcomes and use insights to drive continuous improvement.
• Directly manage a team of 4+ staff, including Associate Directors of Post-Accelerator Operations and Fellow Engagement & Communications, and a Project Manager of Post-Accelerator Operations.
• Develop and coach direct reports, fostering a culture of high performance, learning, collaboration, and equity within the team.
• Lead team goal-setting, workload management, and professional development, ensuring each team member is set up to thrive and grow.
• Serve as the primary operational partner to the Post-Accelerator Design and Execution team, building and sustaining the infrastructure tools, workflows, documentation, and training that enable both central and regional staff to execute post-accelerator programming; and partner closely with Systems, Volunteer, and other Product sub-teams to drive alignment and collaborative problem-solving on initiatives that impact PAFs.
• Represent post-accelerator operations in organizational planning conversations, advocating for the resources, systems, and visibility this work requires to succeed.
• Develop and champion a multi-year operational vision for post-accelerator programming that anticipates growth and builds toward scale.
• Identify opportunities to streamline, systematize, and innovate across programs by designing smarter workflows, strengthening knowledge management infrastructure, and improving onboarding and training for the team.
• Proactively identify gaps in current systems, tools, processes, and automations that constrain the program's scalability, and bring those gaps to the Systems Team with sufficient operational context and prioritization rationale to enable effective scoping and solutioning.
• Leverage proficiency in operational tools such as Tableau or equivalent Data Visualization tools, Salesforce or equivalent CRMs, Airtable, and Jira Service Management or equivalent ticketing and workflow platforms to build, optimize, and automate program operations infrastructure without heavy reliance on the Systems or Technology team.
• Lead or contribute to cross-functional strategic projects that advance Braven's ability to serve PAFs at scale.
• Stay current on trends in career development, alumni engagement, and nonprofit program operations to bring fresh thinking and best practices to Braven's work.
• Partner with the Head of Program Operations and the Head of Post-Accelerator Execution on organizational and product strategy, contributing a post-accelerator operational lens to broader programmatic decisions and ensuring operations and program execution remain tightly aligned.

Senior Director, Program Operations

• Manage the virtual help desk in Slack, guiding staff to existing resources, facilitating peer-to-peer knowledge sharing, and flagging content gaps for creation or update
• Run monthly new hire onboarding sessions on knowledge management best practices, including how to create, access, share, and update content in Braven's knowledge base
• Partner with the Director, Learning and Culture, to design and deliver instructor-led trainings, async modules, and team-specific sessions on emerging technologies and knowledge codification practices
• Evangelize a culture of peer-to-peer knowledge sharing where every team member is enabled to contribute as a subject-matter knowledge owner
• Create content as needs arise, such as how-to pages and process guides, particularly when a subject-matter expert is not available
• Identify and support internal knowledge captains who can craft and maintain documentation within the knowledge base
• Partner with managers to surface team-specific knowledge gaps and co-develop documentation to address them
• Co-facilitate staff-facing learning experiences in partnership with the Director, Learning and Culture, with particular focus on practical AI adoption and digital fluency
• Design and deliver on content (i.e. AI upskilling) in formats that meet staff where they are, including live workshops, Slack-based micro-learning, and recorded async modules
• Support the development of onboarding programming that integrates knowledge management and learning culture from day one
• Build relationships with team members across levels to assess learning needs and translate them into actionable programming
• Contribute to facilitating team culture moments and professional development touchpoints that reinforce organizational values
• Conduct knowledge audits to identify gaps and develop prioritized game plans to address them, sharing findings with the Head of People and Learning & Development leads
• Work with the Head of People and Learning & Development leads to identify and prioritize cross-functional knowledge management projects and stakeholders
• Track and report on KPIs for Braven's knowledge management efforts, including system usage, content quality, and staff engagement
• Support the rollout of org-wide Knowledge Management practices, ensuring staff understand and apply best practices consistently
• Present knowledge strategy progress and updates to relevant audiences, including team leads and senior leadership, as directed
• Serve as Confluence Admin: set and enforce norms around permissioning, archiving, deletion, and own the org-wide Confluence homepage in partnership with Internal Communications and the People Team
• Serve as Google Drive Storage Admin: govern document hierarchy, record retention policies, and best practices in coordination with IT and Legal
• Troubleshoot user issues in Confluence and Google Drive and escalate to vendors as needed
• Monitor Atlassian and Google Workspace product releases and translate relevant updates into guidance and action for the team
• Identify and help implement enhancements to knowledge systems, including help desk features, chatbot integrations, community forums, and Slack workflows
• Partner with and manage relationships with external vendors, including knowledge management software providers

Associate Director, Knowledge

• Prepare weekly Fellow communications using the Weekly Email Fellow Templates, ensuring accurate links and inclusion of all region-specific announcements
• Prepare weekly Leadership Coach (LC) communications using the Weekly Email LC Templates, ensuring accurate links and inclusion of all region-specific announcements
• Prepare cohort discussion board threads in the course
• Support discussion board management in the course
• Manage site inbox (using regional inbox templates as needed)
• Assist in the process by reviewing case note completion weekly and data analysis to identify trends
• Review the grader playbook data weekly to identify trends at the site
• Assign weekly LC subs and share the weekly coverage report
• Serve as a Substitute LC as needed (last option)
• Coordinate in-person Learning Lab logistics, including space, materials, food, and other logistics
• Support with weekly Learning Lab execution and breakout room management
• Ensure Learning Lab (LL) decks are accessible (i.e., creating PDFs, utilizing software like Grackle)
• Reconcile weekly Learning Lab attendance for Fellows and publish in the course
• Maintain Google Calendar for the site
• Support with the weekly Learning Lab observation schedule and observations
• Project management of the Jira Accelerator Execution Project
• Provide planning, execution, and on-site support for virtual and in-person Fellow recruitment events, including but not limited to information sessions, tabling, and relationship-building with recruitment partners
• Execute and/or assist with ad-hoc program-related projects and tasks
• Provide planning, execution, and on-site support for partner engagements (i.e., summer engagements with partners, etc.)
• Other duties as assigned

Senior Coordinator, Program Operations

• Oversee and enhance the user experience of our technology products for internal and external stakeholders (50%)
• Supervise the daily operations of Braven Programming’s customer support, including overseeing the support ticketing process and ensuring timely and user-centered resolution of issues across all systems.
• Support and improve escalation policies and procedures relating to the experience of users who engage with Braven’s products.
• Oversee the planning and execution of product training required for both users and support staff
• Ensure comprehensive support documentation and resources for technology products and processes.
• Collaborate with system owners, IT teams, and other stakeholders to escalate and resolve complex technical problems.
• Manage a team dedicated to addressing and resolving any problems users may encounter with a product (20%)
• Manage, mentor, and support a team of 4 system administrators who oversee critical tech systems.
• Ensure clear prioritization and division of labor across teammates, both weekly and quarterly.
• Ensure that the Product Support Team has clear communication and meeting structures that enable strong collaboration and alignment across the various workstreams the team supports.
• Ensure the team is equipped to handle incoming support requests, resolve technical issues, and provide high-quality system support.
• Oversee team performance and implement professional development plans to grow technical and problem-solving skills.
• Maintain a strong Product Support Team culture.
• Identify recurring issues, gauge the effectiveness of solutions, and continuously improve the overall support strategy (15%)
• Review ticket trends in Jira Service Management to inform product development processes and training, as well as the Product Support team's development needs.
• Define and monitor key performance indicators for our digital products.
• Incorporate user feedback and user-centric design principles into product development.
• Collaborate with internal product users (Regional teammates) through regular touchpoints to surface user needs and gauge the effectiveness of product development solutions.
• Serve as a critical contributor to product development projects at Braven (10%)
• Serve as a project contributor on scrum teams, focused on supporting new features or product launches with testing, quality assurance, training, documentation, and support.
• Collaborate with Product teammates as well as our Systems team to shape, support, and test changes to our systems.
• Serve as a project consultant for other Braven projects needing Product Support capacity, supporting user story drafting and clarity, prioritization, and directly contributing to work as needed.
• Other duties as assigned. (5%)

Associate Director – Project Management

Recruitment Associate

Recruitment Associate

Associate Director, Digital Communications – Fellow Engagement

Associate Director – Program Success

Head of Program Design

Director – Transformation and Operations

Director, Transformation and Strategy

Senior Director, Program Operations

Associate Director, Knowledge

Senior Coordinator, Program Operations

Director, Product Support