The Director of Managed Services will oversee the operational aspects of our client engagements, ensuring high-quality service delivery, client satisfaction, and continuous improvement. The Director promotes the philosophy and mission of the agency by performing the following duties.

Duties and Responsibilities:

• Client Relationship Management:

  • Serve as the primary point of contact for key nonprofit clients, building strong relationships and understanding their unique needs.

  • Collaborate with clients to develop customized service plans tailored to their specific requirements and objectives.

  • Proactively address client concerns, provide regular updates, and ensure client satisfaction with our services.

• Team Leadership and Development:

  • Lead and motivate a team of managed services professionals, including project managers, administrators, and specialists.

  • Provide coaching, guidance, and professional development opportunities to team members to enhance their skills and capabilities.

  • Foster a culture of accountability, collaboration, and continuous improvement within the managed services team.

• Service Delivery and Quality Assurance:

  • Oversee the execution of service delivery according to established standards and best practices.

  • Monitor key performance indicators (KPIs) and metrics to assess the effectiveness and efficiency of service delivery.

  • Implement quality assurance processes and mechanisms to ensure consistently high-quality outcomes for clients.

• Operational Excellence and Efficiency:

  • Drive operational excellence and efficiency within the managed services function, optimizing processes and workflows to maximize productivity and value.

  • Identify opportunities for automation, process improvement, and technology enhancements to streamline operations and deliver greater value to clients.

  • Ensure compliance with relevant regulations, industry standards, and best practices in nonprofit administration.

• Strategic Planning and Growth:

  • Collaborate with senior leadership to develop and execute strategic initiatives aimed at expanding our managed services offerings and growing our client base.

  • Identify market trends, emerging needs, and competitive opportunities to inform strategic decision-making and business development efforts.

  • Contribute to the development of marketing collateral, proposals, and presentations to promote our managed services capabilities to prospective clients.

Education/Experience:

• Bachelor's degree in business administration, nonprofit management, or a related field; advanced degree preferred.

• Proven experience (4 years) in a leadership role overseeing managed services, client services, or operations, preferably within the nonprofit sector.

• Strong understanding of nonprofit administration, including financial management, human resources, and technology support.

• Excellent communication, interpersonal, and relationship-building skills, with the ability to interact effectively with nonprofit leaders and stakeholders.

• Demonstrated leadership and team management abilities, with a track record of inspiring and developing high-performing teams.

• Strategic thinker with the ability to translate client needs and market insights into actionable plans and initiatives.

• Results-oriented mindset with a focus on delivering exceptional service, driving continuous improvement, and achieving business objectives.