Fellow Success Manager

Reporting to the Director of Teaching and Learning the Fellow Success Manager will support the learning and engagement of Fellows through multiple program components. In this role, you will be accountable for designing and executing a proactive Fellow and parent engagement and support strategy, implementing Global Citizen Year’s approach to monitoring and tracking Fellow progress toward program completion, managing US based matriculation and onboarding process, and contributing to the development of Fellow and staff trainings.

This is a perfect role for someone with some significant work experience, who likes thinking systematically while keeping an eye toward the importance of building meaningful relationships with our Fellows.

Responsibilities

As the Fellow Success Manager you will

  • Serve as first “customer service” point of contact for Fellows seeking support

  • Support positive Fellow experience from Pre-Departure Campaign through completion of Capstone

  • Manage communication with parents of Fellows, both proactive and reactive communication

  • Monitor Fellow engagement and surface issues for problem-solving

  • Manage alumni mentorship program for current year Fellows

  • Analyze data to track depth of Fellow engagement, pattern spot and surface learnings

  • Support US-based Fellow trainings (Global Launch and Re-Entry Training) with a particular focus on Fellow Learning and Experience

Mindsets

You thrive in an entrepreneurial environment.

You possess a positive, can-do attitude, and are adept at identifying creative solutions that turn challenges into opportunities. You can handle many important responsibilities at once and you’re rigorous about prioritization.

You love people, and especially young people.

You are excited to usher Fellows, and their families, through our program. You don’t shy away from tough conversations, and always take the time to go the extra mile to connect.

Your moral compass is top notch.

You operate with integrity and honesty. You are sensitive and aware to the complexity of people, embrace the responsibility of treating them with care. You build trust in every interaction.

You have an opportunity antenna.

You always look for, and find, emerging opportunities. Your mind is always working to see how we can be better, do more, and optimize.

You think in people-oriented systems.

You instinctively lean into technology to solve problems and increase effectiveness. You can work both in a system and on a system at the same time.

Qualifications

What we are looking for in you

  • 5+ years of experience in an outward facing role interfacing directly with program participants, students or customers in a youth development, education, or training context

  • Demonstrated experience with and ability to independently and quickly learn business applications (Salesforce, SurveyMonkey, MailChimp, FormAssembly, Airtable, etc.)

  • Data analysis and presentation skills, including advanced Microsoft Excel skills

  • Excellent written and verbal communication skills, with the ability to communicate well with an 18 year old, their parent and a global support team

  • Customer service orientation; with a proven track record of a service first mentality

Details

Position Details

  • Compensation: Competitive salary (commensurate with experience) and comprehensive benefits package

  • Location: Oakland, CA (cannot support remote for this role)

  • Start Date: February 1, 2019 or as soon as we find the perfect match

Application Details

  • To apply: Please submit your cover letter, resume, and a 2-3 minute video introducing yourself and why you are interested in the Fellow Success Manager position at Global Citizen Year. Click on the "Apply for Fellow Success Manager" button to submit your application.

  • In your online application, please indicate how you learned of the opening and provide three professional references, your salary requirement and the date you would be available to begin full-time work in Oakland. Generic cover letters will not be reviewed.

  • Global Citizen Year is an equal opportunity employer. We know a diverse team produces the best results and we believe our team should reflect the diversity of leadership we aim to inspire. Applicants who contribute to this diversity are strongly encouraged to apply.

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