Common App

Senior Director, Member Success

Common App

full-time

Posted on:

Location Type: Remote

Location: Remote • Virginia • 🇺🇸 United States

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Salary

💰 $160,000 - $161,162 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
  • Knowledge of Common App software or organization.
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
account managementcustomer serviceoperationsknowledge managementdigital education productsproject implementationdata assessmentstakeholder engagementorganizational change managementstrategic planning
Soft skills
leadershipcommunicationorganizational skillscollaborationcreativityanalytical abilityresults orientationrelationship buildinginnovationteam management
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in Higher EducationBachelor's degree in Non-Profit ManagementBachelor's degree in CommunicationsBachelor's degree in Marketing