This is a remote position.

The Director of Programs & Quality supports Hope Squad’s Mission to, “reduce suicide through education, training, and peer intervention” and vision of, “a Hope Squad in every school” by 1) effectively leading a team of part-time customer service representatives to help new customers onboard smoothly and maintain ongoing support to foster growth and 2) join the leadership team and represent Customer Success needs and responsibilities.

Responsibilities

Program Design & Development

Lead the overall design & develop of programs and services
Lead the cadence of regular NPI/refreshes

Establish the systematic cadence of regular program refreshes and New Product Introductions (NPI)
Collaborating with Mkt to communicate effectively and with anticipation to retain users and communicate value over price
Ensuring the on-time delivery of launches through the use of highly effective project management skills and expertise

Program Evolution

Create and execute a simplified GTM offerings for today's users
Ensure we have a robust offering that retains customers over time and minimizes churn

Resource Creation

Develop comprehensive, but simple resources that allow tiered support and self-sufficiency in our customers
Build out a strategy and model that enhances our GTM model

Stay up-to-date on the latest research and best practices in suicide prevention
Program Deployment & Delivery

Responsible for delivery of program in a simple and straightforward way that allows Advisors to simply deliver lessons and content.
Successfully maintain the DRM of our IP.
Get as many analytics as possible to inform continuous improvement, solicit feedback from advisors and end-users.
Support media and community, public relations, presentations and communication to raise awareness and grow programs
Work with the Training and Support Teams to refine and enhance existing service offerings
Program Quality & Efficacy
Ensure curriculum and lessons are consistent, correctly branding, error-free, and up-to-date
Develop and implement quality assurance measures for the organization's programming
Lead the organization's quality assurance efforts. This includes conducting audits, identifying and resolving quality issues, and implementing corrective actions
Promote a culture of quality throughout the organization. This includes training employees on quality principles, providing feedback on quality performance, and rewarding quality achievements
Represent the organization to external stakeholders on quality matters. This includes responding to customer complaints, participating in industry associations, and seeking accreditation for the organization's quality management system
Resource Creation

Develop comprehensive, but simple resources that allow tiered-support and self-sufficiency in our customers. Build out a strategy and model that enhances our GTM model
Data Analysis

Utilize data and analytics to identify patterns, trends, and opportunities for improvement. Data-driven insights will lead to better decision-making and a more efficient program system
Cross-Functional Collaboration

Collaborate with other teams such as Programming, Research, IT, Finance, Marketing, Sales, and Training to share customer feedback, align strategies, and identify opportunities for product improvements based on customer needs.
Work with other departments to ensure that the organization's programming is coordinated and effective.
Organizational Leadership
Organization, Operations, and Strategy

Understand the core business needs, potential future growth opportunities, and strategic issues; apply frameworks and methodologies to drive problem-solving, improving the velocity of action-oriented solutions, and drive quality business performance results against strategic priorities and critical measures of success
Leading the collaborative, cross-functional development of the organization's agile strategic plan and working side by side with the organization's functional leaders to ensure a successful execution
Facilitating the setting of goals and objectives for the organization and the functional areas in collaboration with all the leaders across the organization
Supporting the development and execution of the implementation plans to achieve the organizational and functional goals and objectives
Ensuring that all functions are aligned with the organization's goals and helping to monitor and communicate progress and overcome challenges
Establish leadership in strategic planning and operations through effective implementation of cross-functional processes that command accountability and focus areas for the team

Organizational Project Leadership

Serve as the organization's project manager/scrum coach to ensure that projects are delivered on time, within budget, and to the required quality standards

Organizational Continuous Improvement Leadership

Work collaboratively to drive continuous improvement initiatives to identify and implement ways to improve the organization's processes and operations
Help transform the current day to day operations by synthesizing findings into actions across our programs and services, including big picture oversight and identifying implications that inform strategic business decisions.
Perform additional, related duties as assigned

RequirementsEssential Qualifications / Competencies

Alignment with Hope Squad’s mission, vision, and values
Effective, influential verbal and written communication skills; able to speak, read, and write English fluently.
Proficient in Microsoft Office applications and Google Suite
Expertise in a project management software
Strong CRM skills (Zoho CRM a plus)
Strong attention to detail; time management, project management, and organizational skills; able to perform a wide variety of tasks and multi-task efficiently.
Demonstrated professional and business judgment with strong problem-solving and critical-analysis ability; able to make effective decisions and execute courses of action complying with regulatory requirements and supporting Hope Squad's culture, goals, and objectives.
Strong communication and interpersonal skills; Able to build and maintain relationships and rapport cross-functionally and with external organizations (e.g., clients/customers, dealers, vendors, contractors)
Able to work independently, with minimal supervision, and also work with a team.
Ethical and professional conduct, able to handle sensitive and proprietary information with discretion and confidentiality.
Agility to work in an ever-changing growth environment.

Benefits