Manager, Peer Group Programs and Volunteer Services - Chicago, United States - ASUG - Americas' SAP Users' Group

Description

Job Title:
Manager, Peer Group Programs and Volunteer Services

Department:
Communities


Reports To:
Director, Community Operations


FLSA Status:
Exempt

About


ASUG:

Founded in 1991, Americas' SAP Users" group (ASUG) is the world's largest SAP user group, serving 2,300-plus businesses via company-wide memberships.

ASUG's mission is to help people and organizations get the most value from their investments in SAP technology.

The Chicago-based organization accomplishes this by connecting and educating people through in-person and virtual events, delivering customer feedback to SAP, and advocating for its members.

Position Summary:

The Communities department manages ASUG's core membership product: a year-round calendar of community-sourced events and programs that provide education, foster meaningful peer connections, and translate SAP customer input into action.

Primarily, this department manages and maintains programs for interactive conversations among customers:
learning about their successes and challenges, sharing best practices, and fostering relationships with their peers.

This role supports ASUG's programs serving collaborative peer groups, known as

Community Alliances:

Town Halls, Task Forces, and Influence Councils Each group is centered around a common focus (topic, job role, industry, SAP product).

Collaboration occurs mostly via digital channels (calls, web meetings, forums, and email) with occasional in-person meetings at ASUG conferences.

This role also supports the ASUG Volunteer Program including but not limited to planning and organizing the annual volunteer meeting, managing volunteer communications, and overseeing volunteer recruitment and recommitment.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Understand the customers and communities we serve
o Develop a high-level understanding of the lines of business, industries, and job junctions that shape our communities
o Develop familiarity with SAP products, trends, and related topics
o Facilitate conversations with customers both online and in-person
o Foster strong relationships with our volunteers and collaborators
Manage and sustain Influence Councils that effectively route product feedback to SAP
o Organize and host standing leadership calls and active collaboration with council leads on objectives, outcomes, and action items
o Pre-production, live facilitation, and post-production of interactive Influence calls and related events; Follow-up with participants to drive action items to completion
o Maintenance and moderation of related group and content pages on the ASUG website and SAP Influence platform
o Tracking and reporting of metrics and key performance indicators
Manage and sustain Task Forces that effectively bring together customers for peer-to-peer sharing, collaboration, relationship building, and mentoring
o Organize and host standing leadership calls and active collaboration with volunteer leads on call planning, objectives, and action items
o Arrange pre-production (event registration setup), live facilitation, and post-production of interactive Task Forces
o Maintenance and moderation of related group, content, and registration pages on the ASUG website
Provide support and oversight to ASUG's Volunteer Program
o Serve as key staff member for organizing, scheduling, and updating volunteer onboarding materials
o Provide organizational support for planning and execution of ASUG's annual Volunteer Meeting
o Collaborate with ASUG Member Services to brainstorm new ideas for engagement, rewards, and extending the reach of ASUG within the Champion organization
o Provide additional volunteer services support as assigned
Provide supervisory support and cross departmental collaboration
o Manage Coordinator, Peer Group Programs including hiring, goal setting, and performance/compensation review process
o Collaborate with Community Operations Specialist to continue progress with assigned community alliances and volunteer support
o Collaborate closely with Volunteer Services staff and provide support to ASUG Volunteers
Make a positive contribution to ASUG's business
o Seek out methods to improve self-performance and/or the efficiency of an operation or task
o Maintain strong relationships with internal staff members, as well as external stakeholders and collaborators (Customers, Partners, Volunteers, SAP)
o Support effective communication and change management with internal and external stakeholders and collaborators
o Collaborate across departments to enhance existing programs and service delivery

Competencies:
To perform the job successfully, an individual should demonstrate the following.

Customer First –Comes to work every day with the mindset that by putting the customer first.

Displays the ability to handle any situation with ease and the mindset to fix any problem promptly, all while exuding a positive attitude.

Responds to customers in a timely manner. Actively solicits customer feedback to improve service. Strives to anticipate customer wants and needs and considers those when executing internal processes.

Communications-Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

Dependability-Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.

Planning & Organization-Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner.

Problem Solving-Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.

Analytical–Collects and researches data. Designs workflows and procedures. Identifies data relationships and dependencies. Synthesizes complex or diverse information. Uses intuition and experience to complement data.

Use of Technology-Adapts to new technologies. Demonstrates required skills. Keeps technical skills up to date. Troubleshoots technological problems. Uses technology to increase productivity.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to travel up to 10%; required travel 3-5 times per year
Employee must be comfortable with airline travel, as well as the physical demands of working/exhibiting trade shows. These events may require nontraditional work hours and an increased focus on customer service
Experience planning and executing virtual events
Background in working with volunteers preferred
Exceptional organizational skills and attention to detail are a must


Education/Experience:
Bachelor's degree from four-year college or university. Two-to-four years of professional experience, preferably with an association, membership organization, or in a technology-related field. Extensive project or program management experience preferred, along with experience managing small teams.


Language Ability:
Read, analyze, and interpret business, professional, technical, or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers, and the public.


Mathematical Ability:
Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Compute rate, ratio, and percent, and draw and interpret bar graphs.


Reasoning Ability:
Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions in written, oral, diagram, or schedule form.


Computer Skills:
Proficient in Microsoft Office(Outlook,Word,Excel,and PowerPoint), Adobe Acrobat. Software or technology background highly preferred. Experience working with virtual meeting platforms(Zoom Conference, ON24, WebEx, Skype for Business, etc.) is preferred but not required.


Certificates/ Licenses:
None required.


Supervisory Responsibilities:
Direct supervisory responsibilities with direct reports.


Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Physical Demands:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the job duties, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

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