Business Service Manager

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

Qualification & Requirements

• 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

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)