Business Service Manager

Overview:

Are you passionate with determination to tackle evolving business challenges across the Coaching and Community Building Portfolio? Are you so mission-oriented that you get restless if you are not making a difference? Are you a process thinker at heart with a proven track record of promoting change while building alignment across teams? Then this role is for you!

Reporting directly to the Managing Director, Product and Design, you are responsible for building and maturing Year Up United’s Coaching and Community Building portfolio of experiences (i.e. services, digital products, processes, tools, and KPIs) that drive our Coaching and Community Building business processes.  You will lead functional strategic initiatives for the Coaching and Community Building, serving as a change agent for data-driven decision making and forming cross-functional autonomous teams that design, test, and implement solutions to functional problems that you’ve clearly defined. You will deeply understand how to balance opportunities for continuous improvement with promoting opportunities for functional transformation. You will build a culture of joy and purpose by working with UX designers and Lean process improvement experts to gather user insights and data to routinely inform your service’s strategy.  You will often collaborate with Subject Matter Experts and Technology leaders to envision, research, and ideate on possibilities for ‘how to accomplish’ the Coaching and Community Building vision. You will be responsible for working with your manager to generate annual and quarterly priorities across your service’s portfolio of experiences.

This is a unique opportunity to have an impact on a mission-driven organization with ambitious goals to scale its mission and serve more talent. In keeping with Year Up United’s values, the Business Service Manager will also have the opportunity to interact with students on an individual level, as a group facilitator and advocate.

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 Desig