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Director, Chapter Operations Support
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At Make-A-Wish® America, we are more than a great place to work — our work is life-changing. Together, we create life-changing wishes for children with critical illnesses. Nearly 40 years ago the inspiration for Make-A-Wish began with one little boy's wish to be a police officer. Today, together with our volunteers, donors, staff and supporters, Make-A-Wish has granted more than 500,000 life-changing wishes and transformed countless lives.
THE TEAM
Make-A-Wish America is the national headquarters for our organization, providing resources and support for our Chapters around the country. The Chapter Advancement team provides and promotes a range of services for chapters and chapter leadership to advance the Make-A-Wish mission throughout the country. We are focused on a collaborative support system to ensure chapter and organizational health in delivering the mission to the communities we serve. We align our work with our four strategic pillars: Increase Our Revenue, Grant More Wishes, Inspire Our People and Enhance Our Capabilities. The team partners with chapter leadership and Board of Directors to strengthen performance, leadership, and organizational development, and to ensure adherence to national policies and performance standards to protect our brand and mission.
THE ROLE
The Director, Chapter Operations Support, will co-create and oversee the delivery of a portfolio of support services to maximize operational performance and highlight innovation across all chapters in the Make-A-Wish enterprise. As part of the Chapter Relations team, and in partnership with chapters and national office, will develop operational standards that enable and expand chapter-to-chapter and chapter-national collaboration in the areas of business operations, finance, IT, and human resources etc. The Director will be a strong communicator and facilitator, working cross functionally to develop high quality programming to strengthen and support chapter operations. Additionally, they will be responsible for expanding the use and benefits of shared services. The Director manages a team of three.
WHERE YOU COME IN
As the Director, Chapter Operations Support you will:
- Advise and execute key initiatives, with Chapter and Mission Advancement leadership, to optimize chapter performance to support the organizational mission and vision.
- Support change management approach needed for successful adoption of projects and initiatives.
- Work with Business Intelligence team to develop and refine chapter performance reporting to inform national and chapter leadership, identifying gaps, trends, and opportunities to enhance chapter success.
- Oversee the analysis, planning and implementation of chapter territory realignments and the cross-functional team working to ensure optimal process for closing, and merging chapters, and subsequent winding down of chapter business affairs.
- Partner with national and chapters to research and develop shared service models that leverage talent and resources throughout the enterprise to elevate chapter operations to maximize mission delivery.
- In collaboration with the VP, Chapter Relations, conduct operational and financial assessments of chapters in distress to identify opportunities to partner with chapter CEO and Board of Directors to improve operations.
- Suggest adjustments to performance standards and other policies to ensure they are aligned with business needs.
- Foster and champion chapter-led innovation through a community of chapter finance, operations, and data leaders (Operations Leadership Community) to collaborate in pursuit of organizational efficiencies and effectiveness.
- Partner with chapters and other national departments including Shared Financial Services, Finance, Business Intelligence, and Strategy to develop robust reporting, proactive forecasting in support of chapter success.
- Collaborate with CTO and their delegates to ensure consistent communication to chapters around Galaxy and other IT initiatives to ensure successful uptake.
- Serve as the Chapter Advancement representative on CRM and chapter involved IT program work groups to provide a chapter operations lens in enterprise decision making.
- Design and facilitate chapter education forums, toolkits, and other resources to improve understanding and engagement with finance, leadership, and technology initiatives.
- Collaborates with Chapter Relationship Leaders, Compliance Officers, and National Office Senior Leadership to ensure chapter adherence to standards, policies, rules, and brand protection.
- Practice independent decision-making, considering outcomes for the national office and chapters.
- Lead Chapter Operations team to ensure adherence to organizational goals and core strategies, with responsibility for hiring, firing, developing, supervising, coaching, and disciplining staff reporting to this position.
WHAT YOU’LL NEED
- Bachelor’s degree in business, finance, nonprofit management, or related field required. Federated non-profit experience preferred.
- 5+ years in the nonprofit environment required, preferably in a federated model.
- 5+ years of leadership experience, minimum.
- Excellent knowledge of nonprofit best practices in operations, finance, accounting, reporting and analytics, Board management, and nonprofit regulatory requirements.
- Demonstrated experience with change management, project management, research and data analysis, program delivery, business planning and board/committee support.
- Strong knowledge of Microsoft Office applications required, as well as Internet and other software applications.
- Familiarity with Salesforce and PowerBI applications preferred.
- Bilingual English/Spanish a plus but not required.
- Position may require travel to organizational conferences and events.
WHAT WE OFFER
BENEFITS
- Comprehensive benefit package, effective day 1: Medical, Vision*, Dental*, Wellness
- Competitive compensation with annual incentive potential
- Health Savings Account and Flexible Spending Account Options
- Health Reimbursement Account fully funded by Make-A-Wish
- Short Term Disability*, Long Term Disability* and Life Insurance
- Additional Insurance Plans: Accident, Critical Illness, Hospital Indemnity, Pet Insurance through Figo
- 401(k) Retirement Savings Plan with 5% match after one year of service
- Eligibility for student loan forgiveness through the Public Service Loan Forgiveness Program
- The organization will send a laptop, 24” monitor, and a docking station/adaptor to new hires
TIME OFF
- Up to 15 PTO days
- 10 Sick Days
- 11 Paid Holidays
- 2 Volunteer Days after one year of service
- 2 Personal Days accrued annually
- Maternity Leave
ALSO...
- Employee Awards and Recognition Programs
- Individual and Leadership Development
- Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets
*Monthly premiums paid for the employee for vision, dental, and short/long term disability.
Diversity, Equity & Inclusion Vision
Make-A-Wish is committed to championing diversity, equity and inclusion, fostering an organization that is accessible and welcoming. In turn, we are uniting communities to help make more wishes possible.
- Our mission is most effectively fulfilled through a commitment to diversity, equity and inclusion as core values and practice.
- It is only through our mosaic of different cultures, perspectives and experiences that we can grant life-changing wishes to every eligible child.
- As the world’s largest wish-granting organization we stand against racism and intolerance and are committed to representation and acceptance, creating a sense of belonging, and practicing fairness in creating opportunities for our wish families, volunteers and staff.
- Diversity: Diversity at Make-A-Wish is about recognizing and valuing our differences as well as focusing on our shared meaning and humanity. Diversity is the collection of unique attributes both visible and invisible, traits, and characteristics that make up individuals. They include race, gender, abilities, values, beliefs, experiences, backgrounds, preferences, behaviors, socioeconomic status, physical appearance, age, sexual orientation/identity, and more.
- Equity: Equity at Make-A-Wish is ensuring all Wish Kids, families, and volunteers and our stakeholders, regardless of background, receive the resources and support to ensure highly impactful outcomes.
- Inclusion: Inclusion at Make-A-Wish is creating an environment where Make-A-Wish Kids and families, colleagues, volunteers, and stakeholders feel they are welcomed, respected, and valued, and those feelings are both real & perceived.
- Belonging: Belonging at Make-A-Wish describes the experience of being accepted, included, and respected by those around you. You have a sense of community and connection with others and feel that your full potential is engaged in the Make-A-Wish mission.
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We respect and ensure equal opportunity, regardless of race, religion, ethnicity, national origin, age, gender identity, sexual orientation, disability, perceived disability and other legally protected characteristics. Make-A-Wish America utilizes E-Verify in its hiring practices to achieve a lawful workforce.
