Description

About the Position

Open 

• Build coalitions internally and externally (with peers, team members, Member Boards, volunteers, collaterals, and associated organizations, etc.) to share best practices and achieve common goals. 
• Facilitate cooperation and teamwork throughout the organization.
• Communicate and operate in an open manner so that information and actions are clear and visible.
• Consult with and keep supervisor informed on the status of all projects.

Responsive

• Embrace ownership and take responsibility for the outcomes.
• Follow through on commitments.
• Be open to feedback and flexible to changing needs, priorities, and resources.
• Participate in outreach events as needed.

• Treat customers and colleagues in a fair and equitable manner.
• Reinforce organizational branding throughout the Council.
• Consistently exercise sound judgment; and professional, courteous, respectful, and responsive service to internal and external stakeholders.

Core Responsibilities – Department Specific

Strategic Planning
Level I

• Apply program policies and standard operating procedures and identify potential areas of concern. 
• Participate in departmental research, data collection, and improvement initiatives. 
• Monitor technology, best practices, and emerging trends related to program communications, operations, and assessment.
• Engage with consultants, vendors, and subject matter experts, as appropriate, to support learning and information gathering.

• Evaluate program policies and SOPs and identify opportunities for improvement.
• Analyze data related to implemented policy and procedural changes to assess impact.
• Review and interpret operational and customer performance data to inform program planning.
• Participate in Council-wide research and analysis initiatives.
• Contribute to the development of annual work plans supporting program delivery and administration.
• Liaise with volunteers, vendors, consultants, and other experts to explore best practices and emerging trends.

• Evaluate approaches and outcomes and recommend improvements to enhance program effectiveness.
• Proactively identify recurring issues and propose solutions to reduce risk and improve performance.
• Recommend, conduct, and evaluate research activities related to program operations.
• Propose and conduct studies on operational and customer performance data.
• Contribute to the development of annual and long-range departmental operational and outreach plans.
• Participate in department- and Council-wide strategic initiatives.

Outreach & Program Operations 

Level I

• Support Agile planning and execution by facilitating department ceremonies and workflows as needed.
• Support day-to-day program operations and outreach logistics, including event coordination, materials, and resource management.
• Participate in outreach events and deliver presentations, as needed.
• Contribute to community engagement and volunteer activities through coordination and service delivery.
• Implement policy and procedural updates as directed.
• Support system updates and participate in testing and implementation.
• Support the development, updating, and maintenance of program materials, resources, and SOPs.
• Support the escalation of program-related customer inquiries in collaboration with Customer Relations.
• Support team members with task completion to meet program and operational priorities.
• Compile and maintain operational data, participation tracking, and summary metrics.
• Produce operational, performance, and activity reports as directed.

• Monitor operational changes and identify needed updates to systems, processes, or documentation. 
• Coordinate implementation of approved operational and system changes.
• Support change adoption through coordination, training updates, and communications.
• Analyze program workflows and stakeholder feedback and report findings to inform improvements.

• Lead cross-functional efforts to address complex operational and outreach challenges.  
• Facilitate stakeholder workgroups to support problem-solving and implementation of solutions.
• Evaluate system implementations and workflows for alignment with business rules and policies, and document findings.
• Recommend and lead operational improvements to enhance program and outreach effectiveness.
• Propose new areas of data collection and changes and improvements to operational practices.

• Support ongoing working relationships with vendors and consultants, including coordination of activities related to program operations, systems, and outreach initiatives.
• Support vendor and consultant contract administration, including document management and contract tracking.
• Monitor vendor and consultant performance against contractual requirements and support related coordination and reporting.

• Coordinate collaboration between vendors, consultants, and internal Council departments.
• Review and evaluate vendor and consultant performance metrics against contractual requirements and recommend additional metrics as needed.
• Identify performance issues or risks and escalate findings to appropriate stakeholders.

• Serve as the primary point of contact for vendors and consultants on behalf of assigned programs.
• Lead vendor and consultant engagement to support program objectives and resolve complex issues.
• Recommend improvements to vendor and consultant performance management based on outcomes, trends, and program needs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, experience, knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree, or an equivalent combination of relevant education, training, and experience.
• Strong verbal and written communication skills.
• Demonstrated proficiency with technology and a broad range of software applications, including Microsoft Office (Word, Outlook, Excel, and PowerPoint) and Adobe PDF applications. 
• Experience reviewing, analyzing, and reporting data to support decision-making.
• Three or more years of relevant experience supporting project-based or program operations work preferred. 
• Demonstrated experience and skill providing high-quality customer service, interacting with a wide range of professionals, and maintaining strong attention to detail. 
• Experience in an Agile environment preferred.
• Proven ability to manage competing deadlines and maintain accurate records across multiple programs or initiatives simultaneously.
• Ability to travel 15% of the time annually, including weekends.