In A Nutshell
Manage and inform the activities of data measurement, program and product evaluation, and the standardization and integration of technology in support of the customer experience with Give an Hour’s mental health and wellness programs.
Responsibilities
- Leads Customer First Measurement, evaluation, and technology integration and related partner, vendor, stakeholder, staff relationships.
- Creates standardizations for data collection, evaluation, and supporting technology; ensures engagement touchpoints are set to track and report accordingly.
- Collects, analyzes, and interprets data and creates routine and ad hoc reports and visuals to inform strategy and refinement of experiences with people, programs, and products.
- Leads customer and staff user experience to ensure systems and processing are streamlined, user friendly, efficient, and optimal; works collaboratively to troubleshoot/overcome challenges.
- Creates data measurement, evaluation, and tech integration processes, procedures, tools, resources, and associated trainings for proposals.
- Manages and monitors progress towards all project goals and monthly documentation and reporting.
- Continuous onboarding and upskilling of staff on utilization of systems through individual and group training and technical assistance.
- Establishes/oversees evaluation schedule, calendar, timeline, deadlines.
- Attends meetings, workshops, convenings, webinars, trainings.
- Oversees and tracks budget expenditures within allotment, advises of issues.
- Oversees technology programs and relevant contracts that feed the data and evaluation information loop.
- Notifies of proposed contract changes and communicates issues or challenges.
- Writes program reports, contract wording, paperwork, forms.
- Codevelops performance management goals; engages in performance improvement, career progression planning.
- Sources and recommends internal and external supports and resources.
Skillset
- Minimum 3 years of experience in a nonprofit organization.
- Minimum 3 years of experience in project coordination, management, data analysis or equivalent combination of job-related education and experience.
- Demonstrated experience with Salesforce instance administration.
- Experience fostering a customer centric environment.
- Experience working with diverse populations, including survivors of trauma, military, and veteran communities, or the ability to acquire such competencies.