Business Service Manager

Overview:

Are you passionate with determination to tackle evolving business challenges across the Coaching and Community Building Portfolio? Are you so mission-oriented that you get restless if you are not making a difference? Are you a process thinker at heart with a proven track record of promoting change while building alignment across teams? Then this role is for you!

Reporting directly to the Managing Director, Product and Design, you are responsible for building and maturing Year Up United’s Coaching and Community Building portfolio of experiences (i.e. services, digital products, processes, tools, and KPIs) that drive our Coaching and Community Building business processes. You will lead functional strategic initiatives for the Coaching and Community Building, serving as a change agent for data-driven decision making and forming cross-functional autonomous teams that design, test, and implement solutions to functional problems that you’ve clearly defined. You will deeply understand how to balance opportunities for continuous improvement with promoting opportunities for functional transformation. You will build a culture of joy and purpose by working with UX designers and Lean process improvement experts to gather user insights and data to routinely inform your service’s strategy. You will often collaborate with Subject Matter Experts and Technology leaders to envision, research, and ideate on possibilities for ‘how to accomplish’ the Coaching and Community Building vision. You will be responsible for working with your manager to generate annual and quarterly priorities across your service’s portfolio of experiences.

This is a unique opportunity to have an impact on a mission-driven organization with ambitious goals to scale its mission and serve more talent. In keeping with Year Up United’s values, the Business Service Manager will also have the opportunity to interact with students on an individual level, as a group facilitator and advocate.

Key Responsibilities:

Product Planning:

• Define and lead initiatives that transformation Year Up United’s Coaching and Community Building strategy so that Year Up United can evolve its business and scale its mission
• Support operationalizing Business Service Management standards for employing industry best-practices, KPIs, process improvement, competitive analysis, internal metrics, and end-user needs
• Initiate and lead SME and functional conversations to cultivate strong relationships with leaders, build shared roadmaps, collaborate to align on goals and priorities within your service
• Serve as the portfolio Coaching and Community Building SME and decision-maker for your service’s transformation teams
• Provide direction for the activities of digital agile teams by deeply collaborating with Digital Product Managers, UX Leads, instructional designers, and program designers
• Support dot-connecting between organizational impact objectives, your service, program, sales, Grads of Life, YUPRO, innovation, and technology teams to achieve functional objectives

Research, Design, and Development:

• Integrate and promote collaboration with process improvement, research, and design professionals into your portfolio and product roadmaps
• Apply tools and methods for Design Process practices for each of your initiatives to cultivate a strong understanding of user needs and solution available for each transformation initiative (e.g. discover through research, explore through designing solutions, deliver through kickoff)
• Utilize feedback from users, other business units, and experts to drive/lead specific process changes to accomplish the goals of your transformation initiatives
• Advance research findings by making updates to processes, policies, and designs; emphasizing the user perspective in a clear, consumable fashion across multiple stakeholders (i.e. senior level executives, business stakeholders, marketers, product team members, and technical team members)

Quality Control:

• Maintain expertise of subject matter through consistently engaging in learning about innovations, successes, challenges, and experiences of other individuals, organizations, and communities engaged in work connected to Coaching and Community Building.
• Own and participate the training, adoption, and long-term support and performance management plans for your products and/or services

Year Up United Citizen:

• Depending on project load and availability, may also support various Coaching and Community Building strategic projects charged with providing Product and Design/Year Up United with tools, process, training, on-boarding, knowledge management and best practices needed to achieve stated goals.
• Live the values of Year Up United and integrate them into one’s work on a daily basis
• Participate in special projects and initiatives that support the effectiveness, growth and impact of Year Up United
• Serve as support to young adults, and potentially at times participate in Learning Community with local sites

Sample Deliverables

• Initiative Roadmap (Co-owned with IT for digital solutions)
• Executive proposals for investment and ROI
• Prioritized Features and Outcomes (i.e. EPICs)
• Process Flows and/or swimlane diagrams
• Operational models to evaluate cost and resources needed to run the service/product at scale
• Release and Onboarding Plans (i.e. communications, change management, systems updates, staff training, etc.)
• Learning Agendas (aligned to strategic priorities) and Reports (measure performance against goals)
• Sponsors deep dives to build strategy for Functional, Design Thinking/UX, Architecture and BI

Qualifications:

• 5+ years’ experience in product management, workforce development program management, talent support services, workforce development, learning, or sales operations, with demonstrated success of current practices, trends and technologies related to the development, design and implementation of business services
• Prior Coaching and Community Building experience at Year Up United or other institution preferred
• Proven experience in a dynamic product management role driving process and operational improvement
• Exposure to senior leader product, program, and operational strategy
• A passion for process improvement; Lean or Six Sigma certifications preferred
• A passion for user advocacy/UX/Design Thinking/Lean/Innovation
• Product Management certification and/or coursework preferred
• Proven skills in strategic storytelling, building presentations, communication, and senior/executive leadership engagements, including the ability to work effectively in a matrix organization
• Ability to articulate and present ideas based on research, data, and feedback with the ability to proactively drive research and learning of new opportunities and trends in industry
• Superior relationship management skills –customer service/client management experience a plus, with focus on guiding user centered projects
• Exceptional interpersonal skills with extensive demonstrated experience in collaboration across diverse teams and geographic areas to solve complex problems effectively
• A professional and resourceful style with the ability to work independently and as a team player, to take initiative, and manage multiple tasks and projects at a time
• Mastery of the MS office suite, with exceptional PowerPoint content development skills
• Understanding of the Opportunity Divide and its drivers
• A passion for working with young adults, an unshakable belief in their potential and a strong commitment to the mission of Year Up United
• Commitment to diversity and inclusion

Salary Range: $95,000 - $140,000

#LI-Hybrid

COMPENSATION & BENEFITS:

• Year Up United has established salary ranges for each of our sites, which allows us to pay employees competitively, equitably and consistently in different geographic markets. For roles in which the location is listed as flexible, the range displayed reflects the minimum and maximum target for new hire salaries for the position across all US locations. Salary offers take into account a candidate’s skills, experience, and location. Your recruiter can share more about the specific salary range for your location during the hiring process.

• Benefits: Comprehensive healthcare options and dental coverage; 401(k) match for eligible participants.

• Vacation: Earn three weeks paid vacation in first year of employment; four weeks after initial year.

• Professional Development: Funds available to support staff in achieving career objectives ($2,500 per year)

** This is an exempt role (paid on a salaried basis). **

ORGANIZATION DESCRIPTION:

Year Up United is a national 501(c)3 workforce development organization committed to ensuring equitable access to economic opportunity, education, and justice for all young adults—no matter their background, income, or zip code. Employers face a growing need for talent while millions of talented young adults lack access to meaningful careers. These inequities only further perpetuate the opportunity gap that exists in our country—a gap that Year Up United is determined and positioned to close through three interconnected strategies: providing targeted skills training and connections to livable-wage employment for students and alumni; empowering others to serve and support young adults, and changing systems that perpetuate the opportunity gap. Year Up United’s intensive training program utilizes a high expectations, high support model where students learn in-demand technical and professional skills and apply them during a corporate internship. Year Up United has directly served more than 40,000 young adults since its founding in 2000. Year Up United's nationwide presence includes Arizona, Austin, Bay Area, Charlotte, Chicago, Dallas/Fort Worth, Greater Atlanta, Greater Boston, Greater Philadelphia, Jacksonville, Los Angeles, the National Capital Region, New York City/Jersey City, Pittsburgh, Puget Sound, Rhode Island, South Florida, Tampa Bay, and Wilmington.

Voted one of the Best Nonprofits to Work For in the country by The NonProfit Times, Year Up United is a rewarding and impactful place to work. Our staff is passionate, supportive, mission-driven, and committed to positive change and continuous learning. We set high standards for both ourselves and our students and live by a set of core values that reflect an unshakable belief in the talent and potential of our young people. The work we do is life-changing, and we know that our team is the greatest asset in achieving our mission.

COMMITMENT TO DIVERSITY:

Year Up United embraces diversity and equal opportunity in a serious way. All aspects of employment, including the decision to hire, promote, discharge, or discipline, are based on meritocracy. We do not permit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local laws. Learn more about our commitment to diversity:

Year Up United is also committed to working with and providing reasonable accommodations to individuals with disabilities. Your recruiter can provide details regarding the expected work environment and any physical requirements. Please let our hiring team know if you need an accommodation at any point during the interview process. Information received relating to accommodation will be addressed confidentially.

TO APPLY:

Please submit a thoughtful cover letter and resume through our website.