• Manage FJC’s learning, data, and evaluation strategies, including developing and refining systems aligned with FJC’s Strategic Direction • Partner with FJC’s impact teams and external partners to embed evaluation and data into program design and execution, providing data consultation on outcomes, metrics, and learning agendas for continuous improvement • Manage aspects of field-wide data initiatives, including FJC's field-wide Satisfaction Insights and Census, ensuring high quality data collection, analysis and reporting • Translate data into actionable insights, making recommendations to improve programs and ensure alignment with intended outcomes • Collaborate with senior leadership and cross-functional teams to synthesize and elevate insights for decision-making and external communication • Additional learning and research projects as needed for the department including administrative tasks such as editing and creating slide decks, documents and finance related documentation for the department

• Manage a portfolio of foundation and corporate prospects • Lead cultivation, solicitation, and stewardship activities • Move prospects through the full fundraising lifecycle • Close gifts and secure commitments that advance Outward Bound USA priorities • Maintain an accurate grants calendar and relationship records • Identify and qualify new foundation and corporate funders • Build and maintain a strong pipeline of prospects • Research and prepare high-quality proposals, letters of inquiry, reports, and stewardship materials

• The Leave of Absence Case Manager oversees and administers employee leave requests and accommodations requiring specialized attention for our clients’ employees. • You’ll apply your already established skillset and knowledge to administer leave requests arising under FMLA, ADA, state/local laws, Company policies and short- and long-term disability plans. • You’ll also work in partnership with our clients following all SOPs while providing them and their employees with top-notch service experience. • You’ll be working with various systems to administer employee leave situations. • This position works in tandem with internal colleagues across various groups. • The role may also require working with 3rd party providers as needed to support our clients and their employees. • End-to-end (from initial request/notice to return-to-work) administration of the leave process including documentation, determining eligibility and accounting for intermittent and reduced-schedule leave. • Develop and maintain relationships and communications with internal partners, clients, client employees and 3rd parties as required. • Communicate with employees regarding their needs and available solutions. • Ensure that employees are aware of their responsibilities and of documentation and notice requirements required in the process of qualifying for and taking leave. • Advise on the interaction of leave laws with paid-time-off and short-term and long-term disability benefits. • Facilitate and coordinate all aspects of the leave (all leave types, ADA, etc.) management process for our clients and their employees. • Maintain complete and accurate records of leave and accommodation requests in accordance with specified legal requirements and best practices. • Maintain knowledge of all applicable leave and accommodation laws including FMLA, ADA, and state/local laws. • Ensure that leave and accommodation request records are complete and accurately maintained, which includes adhering to, creating and updating SOPs. • Timely update Monday.com LOA Board for each client and maintain communications/updates for a real-time leave database. • Maintain SLAs with response times to employees and clients. • Coordinate with payroll and benefits teams to provide applicable leave information and tracking. • Preserve confidentiality of employee medical documentation and files under HIPAA regulations. • Communicate with internal staff, where appropriate, for escalations or assistance with complex situations. • Assist or prepare client and employee correspondence. • Perform other related duties as assigned.

Role Description In this role you will: - Manage the operational performance of multiple product lines at multiple BPO sites through building and maintaining effective relationships with operational site leadership. - Demonstrate expertise in BPO Operations and Vendor Management by maintaining a deep understanding of contract adherence, staffing models, and agent technology suites, while gaining a functional understanding of product lines to contextualize customer issues. - Be a Champion of BILL culture cross-functionally through actively embodying BILL values, enhancing engagement, and facilitating culture-building activities. - Develop expertise in the agent technology suite including Five9, Salesforce, Google Suite, etc. - Set clear objectives and timelines to hold BPO Leadership accountable for meeting and exceeding KPI goals and metrics including SLA standards. - Regularly review performance metrics to identify areas where performance does not meet expectations. - Implement site performance improvement plans when necessary including clear expectations and timelines for improvement. - Lead regular meetings such as Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR), and actively participate in Quarterly Business Reviews (QBR). - Analyze customer feedback scores, efficiency data, open case reports and other relevant metrics to pinpoint specific areas needing improvement. - Ensure that all product updates are communicated effectively to BPO leadership and employees, and validate all required trainings are completed within established SLAs. - Proactively identify leading indicators for an improved customer experience and lead projects to implement these changes at scale. - Engage in cross-functional strategic discussions and planning sessions that align with the broader operational goals. - Identify operational gaps in the representative life-cycle or site management and lead the creation and implementation of standardized SOPs to ensure consistency across sites. - In partnership with Workforce Management, set clear expectations around headcount needs for BPO partners. - Proactively seek feedback and training opportunities consistently and effectively provide feedback to your peers. - Actively participate in UAT and Beta projects to drive improvements for BPO teams. - Participate in team meetings and contribute positively to team culture. - Provide feedback on content gaps and additional training resource needs for frontline representatives and participate in the creation of these resources. - Partner with cross-functional teams on multi-department projects, driving increased impact. - Participate in and lead team culture building activities and programs. - Participate in the assessment and review of department and team SOPs that impact BPO partners in partnership with the content team. - Drive BILL culture across the CARE team including leading and participating in culture building programs and activities. - Always aim to be solution-oriented, take ownership and demonstrate accountability. - Plan and participate in site visits with Outsourced Service Operations leadership. - Be aware of and lead creating recommendations to improve the agent life-cycle at the BPO site. Qualifications - A high school diploma or GED. - 5 years of experience in customer service operations. - 3 years of experience in BPO industry. - Demonstrated ability to drive improvement in the customer experience using people, processes or technology to deliver outcomes. - Experience using data to drive insights and recommend changes for improvement. - Strong technical aptitude including Google Suite, Salesforce and call center telephony systems. - Strong math and logic skills including basic algebra. - Excellent verbal and written communication skills. - Excellent organizational skills including time management, goal setting and attention to detail. - Flexible and adaptable, with an ability to thrive in ambiguous situations. - Strong attention to detail, organization and the ability to multi-task. - Ability to exercise sound judgement in all situations. - Ability to travel globally up to 25% of the year. Requirements - Nice to have: Experience in the Financial Services industry. - Nice to have: Project Management Certification. - Nice to have: COPC Certification. - Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. Benefits - 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP). - HSA & FSA accounts. - Life Insurance, Long & Short-term disability coverage. - Employee Assistance Program (EAP). - 11+ Observed holidays and wellness days and flexible time off. - Employee Stock Purchase Program with employee discounts. - Wellness & Fitness initiatives. - Employee recognition and referral programs. - And much more.