National Member Support Manager

American Conservation Experience (ACE) is a dynamic non-profit organization dedicated to providing rewarding service opportunities to over 1,500 members (youth and young adults) each year, and does so with a skilled staff of approximately 150 employees across the U.S. ACE has a national reputation for providing professional development opportunities on a variety of conservation projects for the U.S. Forest Service, Bureau of Land Management, National Park Service, U.S. Fish and Wildlife Service, and numerous state and local land management partners, either with crew based work or with individually placed interns. 

Job Title: National Member Support Manager

Location: ACE currently has offices in Salt Lake City, Utah; Sacramento, CA; Ridgecrest, CA; Hurricane, UT; Flagstaff, AZ, and Asheville, NC. This position can also work remotely in the continental USA. 

Department/Division: Program

Status: Regular Full-Time, Salaried (Exempt) 

Reports To: Senior Manager of Program Administration

Schedule/Hours: Full-time, 40 hours/week (Monday – Friday, flexible hours but expected to be on duty during ACE Core Business Hours of 12:00 pm – 5:00 pm Eastern time to accommodate business needs in all US time zones) with some adjustment expected to accommodate specific projects and program needs. Some evening and weekend hours may be occasionally required.

Travel: Yes, regional/national travel required to various project partner locations, conferences, and meetings, 5% to 20%

Start Date: June 2024

Position Summary: We are seeking a nationally-focused National Member Support Manager to join a growing team focused on recruiting and retaining young adults in ACE programming. The National Member Support Manager is an integral member of the ACE Program Administration Team and works across the Divisions of the Program Department, as well as with the Administration and Communication teams, to support more effective and consistent implementation of processes, procedures, and policies designed to support and enhance the ACE member experience. This includes elements of the recruitment and onboarding process, in-term experience, training and safety of members in the field, and the transition of members to ACE alumni status.

Essential Duties and Responsibilities:

The National Member Support Manager supports and strengthens the ACE Member Experience in the following ways:

Systems and Process Management

• Develop and implement trainings for staff to ensure consistent implementation of processes across various systems utilized by Program staff specific to recruitment and member management.
• Manage ACE member uniform ordering and shipping.
• Support staff in ensuring the entry of member-related data into various spreadsheets and systems is consistent.
• Provide oversight of the Applicant Tracking System (ATS) and act as liaison between program staff, and assist with the smooth implementation of any updates/changes to ATS processes and procedures.
• Ensure staff user consistency and perform annual updates to online document management systems.

Recruitment 

• Support the improvement of member recruitment efforts across the Program Department.
• Assist the National Recruitment and Outreach Strategy Manager in their efforts to develop cross-divisional member recruiting strategies.
• Regularly meet with all staff engaged in member recruitment to identify and support best practices across recruiting efforts.
• Support staff with Applicant Tracking System (ATS) resources, processes, and training.

Compliance 

• Support Program staff in remaining compliant with all HR/Grant/AmeriCorps requirements.
• Collaborate with AmeriCorps Program Support Manager, National Operations Manager, National Program Directors, and the HR department, to regularly audit a subset of data required for compliance.
• Act as support for member onboarding when needed.

Risk Management

• As directed, assist in creating standardized risk management policies and procedures.
• Assist with risk management trainings and debriefs.

Alumni Engagement

• Assist with the development and implementation of resources to continue the engagement of members once they have become alumni of ACE programs in collaboration with the National Outreach and Recruitment Strategy Manager.
• Foster a culture and environment that positions ACE for success and ensures that ACE is the program of choice for partners, members and staff.

Member Support

• Lead Member Management Leadership meetings across both Crew and EPIC to ensure division-wide consistency, support, and communication.
• Create resources for member in-term experience surrounding Public Land Corps resources, maintain member evaluation data to improve programming.
• In conjunction with the Communication Department, develop content and maintain resources for the ACE Learning Portal and other learning sites, and conduct training as needed. 

Other

• Responsibilities and tasks outlined are not exhaustive and may change as determined by ACE.

 Required Experience and Qualifications: 

• BA/BS degree from an accredited college/university or an equivalent combination of education and experience.
• Three or more years experience with program/operation elements, especially facilitating communication across remote teams, preferably within a nonprofit environment.
• Must be able to take initiative, work independently, and participate in collaborative efforts.
• Experience overseeing multiple projects simultaneously and working with teams in different locations.
• Experience with and a strong desire to mentor others and provide staff/member support.
• Ability to work remotely and independently with minimal supervision.
• Experience using a variety of software and database systems, including Microsoft Office Suite, Google Platform and other internal and external systems.
• Experience collaborating with and leading staff who are not direct reports.
• Strong written and verbal communication skills.
• Strong interpersonal communication skills and ability to articulate work to others on the team.
• Strong time management, organizational, and follow-through skills.
• Commitment to ACE’s mission of public service through youth development and volunteerism.
• Ability to receive and provide constructive feedback.
• Ability to prepare and maintain records and reports.
• Ability to understand and carry out oral and written instructions.
• A deep and continuing interest in the welfare and professional development of ACE participants.
• Ability to perform the essential duties of the position with or without reasonable accommodations.

Other Requirements:

• Must be authorized to work in the U.S.
• Valid driver’s license and an insurable driving record.
• Proficient in English.
• Ability to pass a federal criminal background check.
• Willing to abide by ACE Policy and Federal Drug Free workplace policies and laws. ACE reserves the right to drug test at any time.

Physical Demands, Work Environmental and Working Conditions:

Physical Demands: Requires frequent sitting, standing, walking, using hands to handle or feel, reaching with hands and arms, talks and hears. Manual dexterity required for use of computer keyboard/mouse and other office equipment. Occasionally required to stoop, kneel, climb stairs, and/or crouch (all physical demands are required with or without reasonable accommodations).
Vision Requirements: Requires close, distance, peripheral and depth perception vision as well as the ability to focus.
Weight Lifted or Force Exerted: Frequently moves up to 10 lbs., occasionally moves up to 25 lbs.
Environmental: Mainly indoor, office environment conditions; indoor air quality is good and temperature is controlled.
Noise Environment: Moderate noise such as in a business office with equipment and light traffic.
Travel: This position requires domestic travel up to 20%.

Compensation: Annualized $47,000 – $53,000 salary (assuming 40 hours/week 52 weeks/year), depending on experience.

Medical/Health Benefits: ACE offers competitive medical and ancillary plans (health, mental health, dental, vision and other supplemental benefits). ACE Staff members are also eligible to participate in ACE’s 403b retirement plan with a 2% employer contribution.

Holidays, Vacation, and Sick Time: As an ACE staff member, you will be eligible to accrue up to 80 hours of paid vacation time annually during your first two years of continuous employment, then it increases to 120 hours annually. ACE observes 13 paid annual holidays (floating holiday flexibility). ACE provides 10 days (or 80 hours) of paid sick time annually.

Additional Benefits: Outdoor Perks – As an ACE staff member, you will be eligible to receive pro deals which include deep discounts on outdoor gear providing 30 – 50% off retail prices on 100’s of established outdoor gear brands.

Phone Provided or Reimbursement Option: You have the option to select one of the following options: ACE work phone device/number provided or monthly phone reimbursement for personal device/number use.