Partner Experience Squad Lead

POSITION: Partner Experience Squad Lead

DEPARTMENT: Partner Experience

REPORTS TO: Director of Partner Experience

POSITION SUMMARY:

The Partner Experience Squad Lead is responsible for being the primary point of contact with our clients, known as Program Partners, to ensure the smooth delivery of UAC services. This individual will be responsible for leading a team of professionals to help our nonprofit partners prosper and to improve their fiscal and human resource capabilities. They will also direct other cross functional teams and will troubleshoot partner issues, provide support, collect feedback, and manage partner communication.

ATTRIBUTES:

• Do you love running a non-profit organization but hate the treadmill of fundraising?
• Do you like to take control of the situation and guide people?
• Can you work within a team to make both the team and the client successful?
• Are you proactive at identifying, communicating and resolving issues before they grow?
• Are you a skilled problem solver able to own partner issues from beginning to end?

PRIMARY RESPONSIBILITIES:

• Act as the primary point of contact for a portfolio Program Partner needs in order to improve the Partner experience;
• Lead a small internal group of professionals to ensure the needs of our Program Partners are being met;
• Own troubleshooting and resolving Program Partner issues by using all available tools and resources;
• Lead strategic reviews with our Program Partners helping them create an annual success plan;
• Engage collaboratively with the Executive Directors and Boards of our Program Partners;
• Provide project management structure to ensure key efforts are being completed on time;
• Provide guidance to program partners with regards to grant proposals (i.e. availability and suitability, tips on how to answer applications, etc.);
• Work closely with leadership to create Standard Operating Procedures (SOP) for the PS&E team and for our clients;
• Responsible for supporting and achieving Department Annual and Quarterly Goals;
• Solicit, organize and contextualize product feedback from Program Partners;
• Assess, quantify and implement workflow and process improvement initiatives.

KNOWLEDGE AND SKILLS:

• Broad experience as a leader in a nonprofit organization;
• Ability to work independently and solve partner issues without oversight;
• Ability to analyze data and make informed recommendations;
• Excellent communication and customer service skills to effectively communicate with employees, business leaders, program managers and directors;
• Strong knowledge of accounting, human resources and fund-raising practices;
• Knowledge of federal, state, and city grant making and funding processes;
• Robust capability as a problem solver and agent of change;
• Experience as a project manager to ensure work efforts get completion on time;
• Extensive network of contacts within the non-profit and philanthropic arenas;
• Fluency with Microsoft Office software (Word, Excel, PowerPoint);
• Must maintain a high level of professionalism, integrity, and confidence;
• Knowledge of a foreign language is a strong positive.

EDUCATION AND WORK EXPERIENCE:

• BS/BA degree required, Masters or other advanced degree desirable;
• Minimum of ten (10) years of nonprofit experience in a leadership capacity.