Overview:
Now is the time to join us and make a difference. Be a relentless force for a world of longer, healthier lives. Here at the American Heart Association, you matter and so does your career.
The American Heart Association has an excellent opportunity for a National Manager, Customer Service & School Engagement. The location for this position is remote.
This position is responsible for managing the coordination of the day-to-day activities of the development services team.
The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally.

TheAHALife is our company culture, our way of life, reflecting our diversity, equity & inclusion, our focus on work-life harmonization and our Guiding Values. Discover why you will Be Seen. Be Heard. Be Valued™ at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X (formerly Twitter), and at heart.org.

Responsibilities:

• Develops pillars of Customer Service standards to which the team will be accountable, focusing on quality communication, timely support, and knowledge sharing.
• Manages staff in daily operations of the development services including data entry, pre and post event ordering, updating databases and responding to customer calls and emails from individuals and school coordinators.
• Implements production, quality, and customer-service standards. Review and streamline processes to improve effectiveness and efficiency in support of internal and external customers.
• Effectively ensure the team is providing timely and complete follow-up to questions, emails, calls and requests from volunteers and staff including all systems inquiries (Dynamics, Luminate, US Games, Online Ordering Tool) through effective and quality monitoring of the COO email Inbox and the 800 Customer Support Line.
• Formulate techniques for quality data collection to ensure adequacy, accuracy and legitimacy of data by creating data quality views in Dynamics for finding any fields that contain missing or incomplete values. All data entries must be complete to compose a high-quality data set.
• Monitor and analyze information and data systems and evaluate their performance to discover ways of enhancing them (new technologies, upgrades etc.)
• Organize and schedule project activities and assign teams as needed. Set schedule for analysis and review for the team and its leadership to ensure successful project outcome.
• Build a training team to meet the systems needs of the Youth Market campaign.
• Serve as liaison with VP’s/SVP’s concerning training needs to ensure the School Engagement directors receive the necessary training to excel in their roles and contribute to the overall success of the company.

Qualifications:

• Bachelor’s Degree or equivalent work experience
• Two (2) to five (5) years of relevant experience at least one (1) year of supervisory experience.
• Practical knowledge in leading and managing the execution of processes, projects, and tactics
• Project management - consistent track record of meeting deadlines.
• Excellent design and creative communication development skills.
• Strong interpersonal skills and the willingness to work with all social strata, occupations, and diverse backgrounds.
• Presentation skills for small and large groups.
• Ability to work as part of an integrated team.

Compensation & Benefits:
Expected pay range will be $70,000 to $80,000. Pay is commensurate with experience; geographic differentials to the pay range may apply. This position is incentive eligible based on achieving certain targets. American Heart Association reserves the right to pay more or less than the posted range.
The American Heart Association invests in its people. Here are the main components of our total rewards package. Visit Rewards & Benefits to see more details.
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Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed.

• Performance and Recognition – You are rewarded for achieving success by merit increases and incentive programs, based on the type of position.
• Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
• Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. HeartU is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
• Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.

• Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.

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  The American Heart Association’s 2024 Goal: Every person deserves the opportunity for a full, healthy life. As champions for health equity, by 2024, the American Heart Association will advance cardiovascular health for all, including identifying and removing barriers to health care access and quality.

AT AMERICAN HEART ASSOCIATION | AMERICAN STROKE ASSOCIATION, OUR MISSION IS TO BE A RELENTLESS FORCE FOR A WORLD OF LONGER, HEALTHIER LIVES, REGARDLESS OF RACE, ETHNICITY, GENDER, GENDER IDENTITY, RELIGION, AGE, LANGUAGE, SEXUAL ORIENTATION, NATIONAL ORIGIN AND PHYSICAL OR COGNITIVE ABILITIES. WE’RE COMMITTED TO ENSURING OUR WORKFORCE, WORKPLACE CULTURE AND MISSION HAVE A SHARED IMPACT ACROSS A DIVERSE SET OF BACKGROUNDS.

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EOE/Protected Veterans/Persons with Disabilitie

• Develops pillars of Customer Service standards to which the team will be accountable, focusing on quality communication, timely support, and knowledge sharing.
• Manages staff in daily operations of the development services including data entry, pre and post event ordering, updating databases and responding to customer calls and emails from individuals and school coordinators.
• Implements production, quality, and customer-service standards. Review and streamline processes to improve effectiveness and efficiency in support of internal and external customers.
• Effectively ensure the team is providing timely and complete follow-up to questions, emails, calls and requests from volunteers and staff including all systems inquiries (Dynamics, Luminate, US Games, Online Ordering Tool) through effective and quality monitoring of the COO email Inbox and the 800 Customer Support Line.
• Formulate techniques for quality data collection to ensure adequacy, accuracy and legitimacy of data by creating data quality views in Dynamics for finding any fields that contain missing or incomplete values. All data entries must be complete to compose a high-quality data set.
• Monitor and analyze information and data systems and evaluate their performance to discover ways of enhancing them (new technologies, upgrades etc.)
• Organize and schedule project activities and assign teams as needed. Set schedule for analysis and review for the team and its leadership to ensure successful project outcome.
• Build a training team to meet the systems needs of the Youth Market campaign.
• Serve as liaison with VP’s/SVP’s concerning training needs to ensure the School Engagement directors receive the necessary training to excel in their roles and contribute to the overall success of the company