Senior Manager, Community Engagement Operations

About PanCAN

Pancreatic cancer doesn’t stop or slow down, and neither do we. At PanCAN, we accelerate critical progress for pancreatic cancer patients.  We take bold action by funding life-saving research, providing personalized patient services free of charge, and creating a community of supporters and volunteers who will stop at nothing to create a world in which all pancreatic cancer patients thrive.                           

PanCAN’s Precision Promise (SM) is one example of how we work to change the future for pancreatic cancer patients. Precision Promise is our groundbreaking clinical trial platform that is now enrolling patients at top institutions nationwide. Precision Promise is what the pancreatic cancer field and our patient community have been waiting for, hailed for its ability to transform the way clinical research is done for this disease.

 

THE OPPORTUNITY:  
The Senior Manager, Community Engagement Operations understands the critical role community building and volunteerism play in furthering our mission. This individual ensures our operations, trainings, and resources are meeting the needs of our volunteers and the staff who partner with them. They will focus on supporting and maintaining the infrastructure required to meet organizational goals to improve patient outcomes, raise $80M annually, and become the go-to organization for pancreatic cancer. The position is highly collaborative working with Community Engagement (CE) leadership, and Development, Marketing, Patient Services, Operations, HR, and Finance team members to provide our staff and ~55 volunteer affiliates across the country with best-in-class trainings, tools, and resources. Responsibilities include: preparing to implement the latest systems and technology while exploiting current systems; renovating existing operations and processes for maximum output; analyzing business and performance metrics to make suggestions for constant improvements; and ensuring staff and volunteers alike have easy access to the communications, trainings and resources needed to deliver timely and excellent service and programming to our community.

ESSENTIAL FUNCTIONS:

• Develop a deep understanding of organizational goals and community member needs to support a unified and thriving volunteer training and operations function.
• Ensure Community Engagement (CE) staff and volunteers have the operations, trainings and resources necessary to consistently meet volunteer satisfaction metrics, programmatic and fundraising objectives, and other key performance indicators.
• Review existing infrastructures and make recommendations that will improve performance, productivity, morale, and the overall staff, volunteer, and community member experience.
• Project manage and/or directly create and implement trainings, processes, tools and communications that support ongoing projects, programs and campaigns.
• Set up a system for regularly reviewing, analyzing, and sharing metrics, establishing a dashboard to raise awareness across the team.
• Document, manage and improve CE manuals, guidelines, FAQs, and procedures.
• Maintain a document management system, including overarching framework (document hierarchy), processes for creation, management, and sunsetting of policies and procedures.
• In conjunction with CE leadership, continuously improve and implement the national and local volunteer training strategy, including in-person and virtual events and activities.
• Develop and maintain improved processes and systems for volunteer training and communications including finding opportunities for automation, better storage, and easier access to tools and information.
• Support the development of and execute a multi-faceted training program for staff onboarding and training throughout the year. Key topics include volunteer recruitment, management and engagement, understanding how volunteer efforts correlate to organizational goals, and effectively training and coaching volunteers.
• Partner with other departments including Operations, Development, Scientific and Medical Affairs/Patient Services, Marketing/PR to develop tools, trainings, and resources for local implementation of national campaigns and to address staff, community member or workflow issues. Topics include but are not limited to PurpleStride and other fundraising/development objectives, November Awareness, Patient Services, Clinical Trials Awareness Month, and educational activities directed at elected officials, the public, healthcare professionals, and patients and families.
• Oversee and manage resource hub for volunteer tools, resources, and training (Volunteer Central).
• Support diversity, equity, inclusi