The position requires a seasoned professional capable of managing multiple projects in a dynamic environment. Requires leadership to guide initiatives through well executed plans and successful outcomes. Strong strategic and analytical thinking, tremendous focus and discipline, and a creative, innovative, and inspiring approach. Participates in ensuring financially that AARP Driver Safety is achieving its long-term vision and dashboard objectives.
Areas of Responsibility:
- Manages department’s operational process improvement initiatives (e.g. expense submissions, replacement certificates). Leads the initiatives and provides the manager with regular and timely information on the status of projects and initiatives. Manages multiple projects that contribute to the achievement of department priorities, including large-scale programs and activities. Works with manager to forecasts and manage to budgets related to all assigned initiatives.
- Promptly responds to escalated and prioritized requests and complaints (including Member correspondence), from internal and external customers with good judgment, sound decision-making and professionalism; researches and resolves complex or long-standing problems/issues from customers and other matters within the established department standard. Responsible for issuing refunds to customers, as appropriate.
- Provides highly responsive and professional customer service to escalated volunteer and participant calls and emails. Makes every effort to solve the issue on the first contact. Issues may include, but are not limited to, addressing reimbursement, fulfillment, and paperwork (certificates of liability, course completion certificates, etc.) needs.
- Develops comprehensive implementation plans for each initiative which include communication and training for a national volunteer workforce of 5,000+, and gains commitment from Driver Safety staff and Driver Safety’s multiple internal and external stakeholders critical to our success.
- Coordinates with Driver Safety’s Technology Advisor and Project Management Consultant to develop and implement volunteer and member-facing systems and business processes that improve customer experience and grow revenue.
- Establishes business routines standards that continuously monitor and adapt processes and systems to a dynamic and changing environment.
- Designs reporting to identify and root out efficiency gaps and cost savings opportunities.
- Constructs cost-benefit analysis for initiatives, recommends initiative prioritizations, and develops business justifications to ensure swift enterprise approval.
- Provides technical direction for staff and volunteers, makes presentations, keeps records, prepares reports, and drafts technical and procedural correspondence related to service as appropriate, using information provided by the Volunteer Associates and other Driver Safety staff.
Educational Background:
Completion of a Bachelor’s degree in Business Management; or a related discipline
Skills/Experience:
- 5+ years of experience in professional/business activities, including experience with strategy and planning, program development and administration, communications, and volunteer management; or an equivalent combination of training and experience related to the duties of the position. Experience with complex, national non-profit programs highly desired.
- Ability to work effectively with others to gain respect, foster understanding of related issues, and build support for organizational goals.
- Demonstrated knowledge and a strong commitment to issues impacting the aging population, particularly related to transportation issues.
- Requires outstanding written and oral communication skills and excellent interpersonal, problem solving, and partnership development skills.
- Experience in developing sound business plans for new and or expansion of large-scale programs that have broad impact. Demonstrated ability to analyze data, prepare concise summaries, and provide sound recommendations related to complex issues.
- Excellent MS Office Suite product (MS Word, Excel, PowerPoint) skills.
- Proficient use of MS Project.
- Work requires willingness to work a flexible schedule and limited travel may be required.
Compensation/Benefits:
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Job Function:
Organization Info
Listing Stats
Post Date:
Jan 22 2019
Active Until:
Feb 22 2019
Hiring Organization:
AARP
industry:
Nonprofit