Supervises: Program Assistant, Constituent Outreach Systems (3); Senior Program Assistant, Constituent Outreach Systems
Context: The Sierra Club is the nation’s oldest and largest grassroots environment advocacy organization -- and is in the top tier of nonprofits and advocacy organizations in using data and technology to achieve our mission. The Associate Director of Chapter Success leads the team which trains, supports, and consults on digital communications and relationship management to support our local entities and volunteers. With the groundswell of local activism, this position offers an exciting opportunity to support the volunteers and staff driving the push for 100% clean energy, the protection of our air, water and natural resources, and for justice for communities on the frontlines -- providing the tools and expertise to grow and build a movement for a better world for us all.
This team supports: 64 Chapters across the US comprised of a few volunteers to 20+ professional staff, several issue-based volunteer teams that are part of our Grassroots Network, and volunteers who lead local outings and require basic end-user support for our suite of event management tools (all referred to below as “clients”).
Scope: The organization is advancing rapidly in our use of data, technology and analytics. In this role, you and your team will play a key role in leading the adoption and effective use of our digital communications, campaigning, and Salesforce tools by internal clients with the aim of supporting their ability to build their base, reach more people, and win campaigns supporting a healthy human and natural environment in our world.
- Build and evolve model of training, support and consulting with Chapters and other local entities to advance their ability to use technology, data, and digital communications effectively. Take a consultative approach to all aspects of service, crafting scalable methods of meeting client needs and taking them several steps further.
- Manage and coach staff responsible for executing these programs. Review staff performance and provide training, coaching and ongoing feedback. Conducts formal performance evaluations, and makes recommendations in hiring, termination, and salary decisions.
- Responsible for the development, quality of training and training materials provided to clients. Work with the team to provide top-notch training and materials.
- Lead team to provide excellent, client-focused support. Analyze and report on effectiveness, response times, and client satisfaction.
- Lead change processes related to rolling out new features and bug fixes.
- Enable self-training and community support or other methods that scale with the growth of the organization, including the use of our learning management system.
- Foster trust between your team, your clients, and other national functions. Collaborate with other departments to make it easy for clients to navigate our organizational structure and solve problems. Regularly assess program success to improve our approach.
- Identify opportunities to build on client success, working with internal experts on Analytics, Fundraising, and Organizing to expand our offerings and help individual clients gauge their effectiveness relative to peer organizations.
- Advise systems, analytics and IT teams on product development requirements and priorities. Guide your team in executing periodic upgrade testing as needed (4-6 times per year).
- Collaborate with the Deputy Chief Innovation Officer to build business cases as needed to support expanding the capabilities of the team.
- Other duties as directed.
- 3-5 years of management experience in a nonprofit environment or agency serving nonprofits.
- 3-5 years of experience in training, teaching or customer support in an affiliate-based or B2B environment.
- A passion for service and a strong belief in the importance of grassroots organizing.
- Strong interpersonal skills. The ability to communicate technical and business concepts to staff and volunteers with a wide range of skills and backgrounds. Great listening skills to assess the needs of clients and then collaborate with them to design effective solutions.
- Hands-on experience working with Customer Relationship Management (CRM) and digital marketing tools including email.
- Experience successfully planning and deploying new programs or change management initiatives.
- Ability to travel up to 20% in the first year, 10% thereafter.
- Can balance advocating for the needs of client while also representing the national organization.
- A belief in the importance of bringing greater equity and inclusivity into the work we do.
- A passion for and dedication to the Sierra Club mission.
- Other experience that is a plus:
- Experience with Salesforce-based tools including Marketing Cloud
- Experience with Drupal or other Content Management System (CMS) tools
- Experience running Learning Management System (LMS)-based programs
- Experience working in a chapter-based organization (either within a chapter or the headquarters)
- An understanding of advocacy organizations