Senior Program Manager, Clients

Apply now Job no: 494570
Work type: Staff Full-Time
Location: Denver, CO
Categories: Business Operations / Services, Admin / Executive / Office Support, Community Engagement, Career Development, Student Affairs / Services

HERS is a dynamic and independent non-profit dedicated to creating and sustaining a diverse and inclusive community of women leaders through various strategies with a special focus in higher education. HERS alumnae include over 6,000 women faculty, staff, and administrators on approximately 1,200 campuses in the U.S., as well as women from institutions in Canada, South Africa, Uganda, Nigeria, and other nations. HERS offices have been located on the University of Denver campus since 1983. Full-time HERS staff members can use and take advantage of all University of Denver benefits and services.

Position Summary

As a Senior Program Manager on the Programs Team at HERS, you'll have an opportunity to be the face of HERS during our signature program and other program services. We are seeking a Senior Program Manager (SPM) to empower our clients, who are adult learners who work in the higher education sector, to achieve their professional goal through learning and coaching. We want to become an indispensable resource and partner our clients adore. You will be the voice of the client internally and will foster strong partnerships with the client and their stakeholders. This position is responsible for leading the development and implementation of strategies and tactics that advance women leaders, promote gender equity in higher education, and enhance engagement with HERS programs and services.

The SPM manages client engagement independently and has the ability to contribute on an individual level and manage the work of vendors and other staff as needed. The ideal candidate will have the skills to contribute both strategically and tactically to HERS effectiveness. This position will work with all members of the HERS team including full-time, part-time, and temporary employees to drive the effectiveness and efficiency of our client success initiative. You'll ensure a client's program experience and onboarding is exceptional. The SPM will have frequent interactions with various vendors and clients; a significant amount of time is also spent with the HERS team, analyzing data, supporting program development, and providing reports and supporting program delivery. We're looking for candidates who can dive into our metrics and refine our in-program client engagement process as we expand our programs. We will depend on your expertise to keep our focus on changes that drive growth and scalability.

This position will report to a member of the HERS leadership team and will work on the Programs Team. Our client's success will be the engine that drives HERS success. You love working cross-functionally and to support broader client success goals. Join us in shaping bold leadership!

Essential Functions

Client Success 

  • Own the entire in and post-program relationship
  • Serve as coach and mentor to individual and cohort of clients
  • Provide exceptional client service, proactively problem solve to identify and resolve any account issues
  • Use data to determine priorities for campus specific initiatives
  • Advise clients on critical path activities and proactively incorporate mitigation strategies.
  • Independently develop, implement, and evaluate processes and prepare materials for client onboarding and that build client awareness of gender equity issues.
  • Work with instructional designer to clarify and turn client success needs into a deliverable product.
  • Pursue up-sell opportunities by showing the value of HERS professional development programs.
  • Instruct clients on how to access materials during and after program participation.
  • Develop a network of champions within each partner institution through education, coaching and troubleshooting.

Project Management 

  • Project manage the operational set-up and deployment of client engagement initiative in a project management tool.
  • Document and implement frameworks, processes, and techniques that establish a consistent approach to excellence in client success, leading the HERS team to execute against those frameworks over time
  • Ensure that standards for quality and completion are documented and the HERS team and other stakeholders (instructional designers) are well versed in timelines, goals, expectations, and deliverables.
  • Ensure projects are kicked off, developed, and delivered completely, accurately, and within deadlines.
  • Prepare agendas, schedule, and facilitate kick-off for client engagement, and return observations to the HERS leadership team and other stakeholders.
  • Coordinate all project reviews, goals, and approval milestones with other HERS team members (via HERS team communication tool.)

Program Development, Management, and Implementation 

  • Serve as the program convener, as assigned by member of HERS leadership team.
  • Provide an exceptional onboarding experience to all clients and client stakeholders.
  • Provide insights and information to clients during 1:1 sessions, consulting them on how to best transform their organizations and become champions on their team.
  • Relentlessly drive to understand clients, their stakeholders, and their problems deeply.
  • Portray accurate expectations and commitments to clients.
  • Communicate with HERS leadership team regarding program needs, issues, developments, and any additional support needed to complete program goals.
  • Support HERS team in developing and writing reports for key stakeholders.
  • Ensure all client information is well-documented and managed, allowing for flawless handoff between teams.
  • Work with research assistant to ensure client feedback is captured and realized.
  • Drive problems and roadblocks to resolution with minimal assistance.
  • Collaborate with the HERS team in developing program budgets.

Other Duties 

  • Influence all levels of HERS leadership.
  • Actively participate in HERS team meetings.
  • Staff HERS programs and meetings as assigned.
  • Train temporary employees.

Knowledge, Skills, and Abilities

  • Demonstrated understanding of the challenges faced by adult learners.
  • Demonstrated use of diversity-conscious design thinking.
  • Proficient in communication that respects difference, engages, motivates, and inspires.
  • Proficient in high level strategic debriefs with project stakeholders, vendors, and contractors.
  • Excellent organizational and communication skills.
  • Adaptable to rapidly changing priorities and work assignments.
  • Successful work experiences with a multigenerational team.
  • Ability to travel 30+% to staff program services and activities offered by HERS and coordinate with onsite personnel and vendors at offsite locations.
  • Ability to work nights/weekends 10+% to staff program services and activities offered by HERS.

Required Qualifications

  • Bachelors degree or equivalent combination of education and experience.
  • 3+ years experience working in U.S. higher education, particularly with marginalized peoples.

Preferred Qualifications

  • Masters degree in Adult Education or 3 - 5 years of relevant experience.
  • Experience working in the non-profit sector.
  • ICF credential or other coaching certification/experience.
  • Demonstrated experience with some or all of the following: Qualtrics, SmartSheet, Salesforce, Microsoft Office Suite, and G Suite.
  • Demonstrated experience with e-learning.

Work Schedule
Monday - Friday, 8:00 a.m. - 4:30 p.m. 

  • Ability to travel 30+% to staff program services and activities offered by HERS and coordinate with onsite personnel and vendors at offsite locations.
  • Ability to work nights/weekends 10+% to staff program services and activities offered by HERS.

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) December 14th, 2021. Applications will continue to be reviewed until the position is filled. 

Special Instructions
Candidates must apply online through to be considered. Only applications submitted online will be accepted.

Salary Grade Number:
The salary grade for the position is 9.

Salary Range:
The salary range for this position is $55,000-$62,000.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veterans status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the university's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university's complete Non-Discrimination Statement, please see non‑discrimination‑statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.

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