About the Role and the Department

As the Program Operations Senior Associate, you will partner with the Implementation, Growth & Engagement and Customer Success teams by supporting the operations related to onboarding and engaging our nonprofit and volunteer users of Catchafire, and our team’s insights and analysis of their engagement. Additionally, you will work on special projects to improve our operational efficiency, working collaboratively to improve cross-functional processes.

The person best suited for this role is naturally organized, has an understanding of business and operational principles, has strong data and Excel skills and is a master project manager. You have a desire to learn about program design and implementation, client management, marketing strategy, and tech and product development.

You will have the opportunity to take part in helping Catchafire continue to shape and grow this function in service of our critical mission. This role will report to our Director of Program Operations.

Responsibilities of the Program Operations Senior Associate

• Effectively manage and execute processes related to our onboarding, engaging, and surveying of our nonprofit users
• Contribute to our systems by ensuring all of our customer and end-user data is up to date and accurate across our systems and backend
• Support Customer Success and Implementation teams by pulling, analyzing, and interpreting engagement data insights, and identifying areas of opportunity to build scalable solutions for working with the data 
• Process monitoring and improvement for program-related processes, including cross-functional collaboration with internal teams to ensure operational alignment
• Support the implementation of new operational systems or processes, through documentation, training internal teams, and managing continuous improvement initiatives 
• Support with special projects related to operational efficiency, reporting, or customer-related work

Qualifications: 

• 2 years of related experience in operations, project management, and/or administrative coordination
• Experience designing and owning critical business processes and systems
• Or Experience in improving and identifying issues in processes, suggesting improvements, and navigating/influencing cross-functional teams to drive these changes
• Strong project management skills with the capability to manage concurrent projects, prioritize multiple tasks, and effectively manage stakeholder expectations and delegate
• Ability to apply proactive and creative approaches in leveraging tools and resources
• Excellent communication skills and the ability to communicate effectively and clearly with stakeholders at various levels, both in writing and verbally
• Knowledge of MS Excel including pivot tables, V-lookups, and chart creation
• Proficiency with Google Workspace and comfortable with technology to learn and utilize software tools
• Experience with Salesforce, Airtable, and/or other no-code tools is a plus

Attributes

• Master Project Manager: You are able to organize project tasks, assemble the team and engage stakeholders from start to finish. You know when and how to manage across teams to get the job done.
• Unwavering attention to detail: You understand the professional standards that our customers expect, and you hold yourself and your teammates to a high bar of delivery. You ensure that every piece of work that is produced under your watch is excellent.
• Do-what-it-takes attitude: No task is too small or arduous if it is in service of the larger mission. You have the ability to proactively identify and seize opportunity, and can see how tiny pieces of work elevate an overall experience.
• Structured and agile operator: You can thrive in the face of ambiguity and have a knack for learning from experiences and adjusting strategies, contributing to the company's ability to stay responsive to our customers.
• Data-centric: You are proficient in Excel and you are comfortable working with data to analyze trends.
• Collaborative: You work with others towards a common goal through communicating openly, sharing your expertise, and leveraging collective strengths, fostering a positive and inclusive team environment. 

The compensation range for this role is between $50,000K - 65,000K base salary.

Benefits include Health/Dental/Vision Insurance, a generous vacation policy, and 401k Plan