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Communications & Operations Associate
4 months ago
**The Organization: Merit America**
The American economy is broken. Today 53 million working adults-nearly half of the U.S. workforce-do not earn a living wage. And these talented workers have few options to advance: college is too long and expensive, full-time bootcamp programs don't offer enough flexibility, and online courses don't have the structure or support to translate learning into a new career. The result? Talented workers, disproportionately people of color and women, get stuck in low-wage roles with no way to build a better life for themselves and their families.
Merit America is a national nonprofit that creates pathways to family-sustaining careers for Americans stuck in low-wage work. Our fast, flexible solutions are built for working adults: We start by analyzing tens of millions of job postings to identify in-demand, high-paying tech careers and then work with industry-recognized partners to train for these roles with part-time programs that combine flexible online learning with best-in-class coaching. Finally, we support our learners in their job search, helping them connect with a broad constellation of local and national employers such as JPMorgan Chase and Infosys to land higher-earning, family-sustaining jobs, driving an average wage gain of $24k three months or more after completing the program. Merit America is on a mission to build a scalable pathway for workers to join the middle class through merit, not money. We're on track to generate $1B in wage gains by 2025.
**Role Overview**
The primary mission of the Communications & Operations Associate is to support an exceptional learner experience from program acceptance through completion and drive operational excellence by utilizing and creating the tools and processes necessary for the programs to more than double in the next 12 months.
The Communications & Operations Associate is an exempt position and will report directly to the Manager, Cohort Operations and work with various teams across Merit America.
**Responsibilities**
The responsibilities of the Communications & Operations Associate will include, but are not limited to, the following:
**Communications & Outreach (45%)**:
- Ensure that Merit America learners experience top-notch communication and service as they move through our intensive training programs.
- Serve as the primary point of contact for learner inquiries not related to coaching and training
**Program Operations (45%)**:
- Drive program operations effectiveness by managing the following processes across learning tracks managed by pods, with anticipation of serving thousands of learners annually:
- Assist with learner onboarding processes
- Lead Phase Progression/Accountability Review communications and appeals processes
- Review program data, including Salesforce/MMA documentation across program tracks, create contact lists, monitor data trends, and provide feedback
- Support maintenance of accurate and up-to-date data in Salesforce/MMA in partnership with cohort staff, including up-to-date preferred learner contact information
- Review learners' assignment completion progress and checking select assignments for accuracy
- Manage the cohort program track calendars and meeting invitations, including weekly labeling, process reminders, and events schedule
- Work with coaches and the Program Director to increase program operational efficiency
- Facilitate and document team meetings and decisions; assist the Cohort Operations Manager to ensure that overall planning remains on schedule
**Project Management (10%)**:
- Oversee Project Operations: Manage and oversee the operations portion of new experiments within cohorts, ensuring efficient execution and tracking.
- Task Management: Identify and prioritize tasks necessary for the successful completion of projects, including data collection, system integration, quality assurance, and reporting.
- Planning and Organization: Develop detailed project plans outlining key milestones and deadlines. Utilize appropriate tools (e.g., Salesforce, Spreadsheets) to organize tasks and track progress.
- Team Coordination: Work collaboratively with cross-functional teams to ensure all aspects of the project are executed smoothly.
- Communication Plan Development: Create and implement a comprehensive communication plan to keep all stakeholders informed and engaged. Schedule regular updates, meetings, and status reports to ensure alignment and transparency.
- Continuous Improvement: Gather feedback from learners and team members to identify areas for improvement and implement changes to enhance future project**s.**
**Skills/Competencies**
**Must Haves**:
- Committed to Merit America's mission to pave pathways to family-sustaining careers, break the poverty cycle, and create upward mobility for low-wage workers
- Demonstrated history of embodying our values, which inform our work and drive our organization's culture
- Shared sense of responsibility and ownership for our co
