Senior Program Manager, Validation Services
We are a high-impact, global nonprofit social enterprise that believes in using technology for the greater good. Since 1987, we?ve been building partnerships and alliances with individuals, corporations, nonprofits, and governments across the globe ? all committed to helping nonprofits fully access the profound power of technology and a connected world ? and use it to improve lives.TechSoup?s Global Network comprises 65 leading capacity-building nonprofits from around the world who work in concert to deliver our technology programs and collaborate on new solutions because as technology and global needs change, so do we. We?re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits around the world have the resources they need to build a brighter future for millions of individuals.We?re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join us!PositionThe Senior Program Manager will be responsible for the delivery and successful execution of our validation services with key corporate/foundation customers. We are looking for a strong leader who can manage complex relationships with corporate customers, while driving our own operational performance and growth. The manager needs to be a fantastic communicator and collaborator who is comfortable handling high priority escalations and managing client issues, while also creating new processes, setting benchmarks, and driving success across our global network.The successful candidate will have a mix of program management and relationship management experience, a background in technology and experience executing technology projects, as well as a mission-driven focus. Duties And Responsibilities
+ Manage contracts to ensure all milestones, deliverables, and schedules are met.
+ Work with external clients to ensure escalations, issues, and change requests are being quickly responded to, resolved, or implemented
+ Support new technical or validation work requested or needed by clients, by working with our technology and operation team to present business needs
+ Manage performance across service, including gathering data, establishing reports, and monitoring performance to maintain excellent service standards
+ Manage quality and consistency across global network in our validation services
+ Work with global partners across our network to promote successful delivery of our services
+ Escalate issues in operational or technical processes that will support process optimization or client satisfaction
+ Continuously work to advocate for product and impact enhancements
+ 5-7 years of experience working in program or relationship management
+ Strong leadership skills where the candidate can self-start and easily begin driving strategy and collaborating with internal and external teams
+ Strong organizational skills where the candidate has managed multiple work streams, remote contributors and balanced competing claims for attention and time
+ Comfort and ease in managing complex client relationships
+ Familiarity with technology and the social services and/or nonprofit sector.
+ Excellent communicator used to working with remote colleagues and stakeholders, including with non-native English speakers.