Shared Services Operations and Business Support Manager
YearUp

OVERVIEW:

As the Shared Services (SSO) Operations and Business Support Manager, you will report directly to the Director of Enterprise Shared Services, providing support to maintain, and monitor the business objectives within the SSO and establish/sustain both quantitative and qualitative performance goals. You will also administratively report to the Director of Enterprise Operations, providing optimized support services to the growing multi-site Virtual Learning Ecosystem (VLE), as well as functioning as the Lead Enterprise Operations service agent in the SSO. Serving as a deputy for both Directors, you will strengthen SSO operations and Enterprise Operations (EO) by ensuring that value is delivered in the following ways.

• Drive Enterprise Operations service delivery optimization through continuous process improvement
• Ensure EO performance continuity across all teams
• Support overall work of operational systems and strategies for the VLE program sites
• Assist in the maintenance of quality and timely service support of business functions
• Assist in monitoring staff allocations and associated expenses

This role requires strong business analysis, process design, and project and financial management skills. Additionally, this leader will also need to be comfortable working with and across teams, communicating process and practices, organizational change management, and business priorities.

To be successful in this role, you will thrive in a fast-paced environment and enjoy leading efforts to continuously improve the SSO's and Sites' operational performance. You are someone who is skilled at anticipating the needs of multiple stakeholders and proactively taking on new challenges to support business needs. In collaboration with all Site Directors, you will define and lead operations service SLAs and goals with a constant focus on planning for growth and change.

In keeping with Year Up's values, the shared Services Operations and Business Support Manager will also have the opportunity to interact with program participants in various ways to assist in building a positive educational environment.

KEY RESPONSIBILITIES:

Shared Services Business Support (30%)

Business Growth & Expense Management

• Focus on work enablement optimization, reduction of submitter complaints, and key service SLAs
• Track reduction of expense metrics: i.e. - staff hours saved

Operational Excellence

• Refinement of SSO dashboard for key stakeholders; "Tell the Story"

• Focus on workflow in SSO, problem prevention, online self-serve capabilities, workflow automation and Service Now optimization integration

• Follow through on Continuous Process Improvement initiatives
• Analyze trends of workflow process, capacity planning, KPIs and associate career progression and retention
• Document performance; ensure continuity across all functions

Enterprise Operations Service Management (40%)

Service Delivery

• Ensure all submitted requests/incidents are routed to the appropriate groups
• Review and support open requests/ incidents as needed
• Become service delivery SME and train and mentor team members

Service Management

• Create and maintain relationships with the key stakeholders - both technical and functional leaders in their respective areas
• Consolidate the feedback from leaders and recommend solutions
• Consolidate the key metrics for each area and share them on regular basis with the internal clients
• Perform basic data analytics, review the outliers and investigate the root cause
• Support the Service Management Leadership in improving and optimizing service offerings

VLE Service Support (30%)

Goal Setting and Project Management

• Serve as thought partner on a range of strategic questions and organizational initiatives
• In collaboration with the site leadership team, identify and support the execution of special projects that will increase the effectiveness and efficiency of all virtual site operations
• Support budget management, strategy execution, and project management duties, as assigned

Operational Systems

• Build and nurture critical relationships with/across internal staff and key stakeholders, handling high-touch and/or confidential matters
• Work closely with the National team to ensure site compliance with all Year Up's policies and procedures
• Create, document and manage, the standardization of operational processes
• Participate in both manager-level and detail-level decision making on the full range of site activities for multiple programs, including:
  • Invoice and expense reconciliation
  • Equipment inventory and supply management
  • Technology liaison support and security access control
• Build and nurture critical relationships with internal staff and key stakeholders, handling high-touch and/or confidential matters

External Relations

• Serve as a thought partner in creating site vision, goals, and strategy for all volunteerism, events, and stakeholder support
• Support implementation of site volunteer strategy
• Assist with management of site events, including graduations, large scale fundraisers, and corporate partner or community engagement events

Salary Range: $80,000 - $90,000

QUALIFICATIONS:

• Minimum of 5-7 years of work experience in Operations
• Bachelor's Degree in a related field is preferred.
• 1-2 years of direct management and dotted line/influence management
• Experience with an ITSM ticketing system such as ServiceNow preferred
• Familiarity with Project Management, and the ability to work cross-functionally with external stake holders
• Ability to perform, manage and willingness to lead through significant change
• Experience successfully creating and/or maintaining processes
• Analytically minded with an ability to solve problems independently and in teams
• Proficiency in Microsoft Office, with intermediate to strong Project, PowerPoint and Excel skills preferred
• A passion for working with young adults, an unshakable belief in their potential, and a strong commitment to the mission of Year Up
• Commitment to diversity, equity, and inclusion

COMPENSATION & BENEFITS:

• Year Up 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 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 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'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 has directly served more than 40,000 young adults since its founding in 2000. Year Up'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 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 actively engages individuals from all backgrounds. We are committed to embracing diversity within our organization because we firmly believe that diverse employee teams help us to achieve our best organizational outcomes and provide the most effective support to our young adults as we work to close the Opportunity Divide. We are deeply dedicated to creating and maintaining an inclusive and supportive work environment. Learn more about our commitment to diversity: http://www.yearup.org/about-us/careers/commitment-to-diversity/

As an equal opportunity employer, Year Up is committed to providing employment opportunities to all qualified individuals and does not discriminate on the basis of race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, parental status, genetic information or characteristics, or any other basis prohibited by applicable law.

TO APPLY:

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

Note that applications without a cover letter will not be considered. We respectfully request no phone calls.

COVID-19 UPDATE:

To ensure the safety of our young adults, staff, and families as we return to in-person work, Year Up requires that all staff be fully vaccinated against COVID-19, unless someone qualifies for an exception. Subject to reasonable accommodations for individuals with medical conditions or sincerely held religious beliefs that prevent them from being vaccinated. Face masks and physical distancing are also required in Year Up spaces.

#LI-Hybrid

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