Member Services & Programs Manager

Position Responsibilities:

Program Strategy
Lead the Member Services Leadership Team in implementing program strategies as outlined in CEF’s strategic plan
Represent the needs of program staff at Executive Team Leadership meetings
Hold the boundaries and limits of the Member Services program in accordance with CEF’s mission and vision
Develop and evaluate Member and Advocate policies, as well as maintain CEF's Connect platform to ensure up-to-date safety and accuracy of information for CEF’s Member Services
Collaborate with the Director of Finance and Development to identify and support the budgeting needs of the Member Services and Advocate programs
Work with Advocate Program Coordinators and Member Service Coordinators to set annual goals and ensure robust data collection of relevant metrics for program improvement and fundraising needs
Lead CEF’s Resource and Financial Coaching (RFC) team– facilitating bi-weekly meetings, checking in with staff on goal development, and communicating with the Salesforce developer about priorities and needed improvements to our Connect database
Actively incorporate trauma-informed, healing-centered, relationship-based, and racially equitable practices in all CEF programs
Evaluate, develop, and update human resources materials as needed, including performance management tools, hiring materials, review procedures, etc.
Work collaboratively with Member Assistance Funds Manager to ensure Member Services team understands necessary procedures and policies and can support CEF Members in accessing assistance

Lead the Member Services team including managing work plans, offering mentorship and guidance, and working with program staff to implement program strategy
Supervise the Member Services Coordinators (MSC)- 2 people
Supervise the Advocate Program Coordinators (APC)- 2 people
Facilitate and lead bimonthly Member Services Leadership Team meetings
Facilitate annual performance review process for all direct reports

Office Support
Provide a consistent and welcoming in-office presence for Members and Advocates, and responsive support for Pod Leaders during office hours (The amount of weekly office hours will vary based on seasonal needs)
Ensure office policies and safety procedures are followed, and implement capacity-building changes and improvements to office hour-related procedures and practices
Work one-on-one with Members in the office as necessary, using CEF’s relationship-based support model
Support the Office and Community Organizers with duties to ensure COVID-19 and safety protocols are followed by staff, Advocates, and Members
Conduct pre-office hour team meetings with staff and Advocates and relay any pertinent information needed (Durham office)
Learn the staff support procedures for each geography and perform those duties fully
Serve as contact for office landlords and utilities and work with them as needed to ensure CEF’s needs are met in our office spaces

CEF Team Member
Attend and participate in all regularly scheduled team meetings, caucuses, retreats, supervision, and other activities in Durham and Chapel Hill (remote and in-person)
Work collaboratively with team members when necessary
Engage actively in program design and project management efforts to improve CEF’s outcomes, impact, and methodologies
Embody CEF values and guiding principles, participate meaningfully in meetings, work collaboratively with coworkers, and engage in CEF in ways that are informed by social justice frameworks including, but not limited to relationship-based support, trauma-informed care, harm-reduction, and motivational interviewing
Follow CEF financial procedures, including timely reporting of expenses, clear communication around debit card needs, and participation in budget creation

Position Qualifications (Required unless indicated as “preferred”):
2-3 years of supervisory experience
2-3 years of project management and team meeting facilitation
Excellent interpersonal communication skills
Exceptional organizational abilities and attention to detail, with ability to follow through on many simultaneous projects
Experience and comfort working with people across abilities and neurological differences, and from diverse racial, socioeconomic, educational, cultural, religious, gender, and ethnic backgrounds and identities
Commitment to CEF’s mission
Clear analysis of structural racism and socioeconomic inequity, and willingness to continue to learn and grow
Experience with data quality, collection, and interpretation
Strong aptitude with Microsoft Office/Google Suite including proficiency with spreadsheets
Experience with work management software (ex. Asana, Slack, and Google products) and willingness to learn new technologies
Experience with Salesforce, preferred
At least 1-year work experience with volunteers, preferred

An ideal candidate will have:
A commitment to shared leadership, embodying CEF’s values and guiding principles
Affirming, empowering, collaborative, and listening-based leadership style, with a strong sense of self-direction and accountability to the community
Compelling, authentic, and clear verbal and written communication
Ability to take initiative and complete duties independently, while knowing when to ask for support
Experience and comfort working with people across abilities and neurological differences, and from diverse racial, socioeconomic, educational, cultural, religious, gender, and ethnic backgrounds and identities

CEF is an equal opportunity employer, and strongly encourages applications from people of color, persons with disabilities, women, LGBTQI-identified people, and people with lived experience with homelessness or poverty.

Organization Name: 
The Community Empowerment Fund
Career Level: 
Salary range: 
Job Type: 
Full Time
Triangle Area NC
Orange County
Organization Type: 
How to Apply: 

Please submit a cover letter outlining why you are a great fit for this position, resume, and 3 professional references to with the subject “Member Services & Programs Manager." Applications will be reviewed on a rolling basis and the position will remain open until filled.

Salary and Benefits: 

This is a full-time, salaried position. The Member Services & Programs Manager is expected to work an average of 40 hours per week and will be paid $52,000 annually. This position is also eligible for 100% employer-paid health insurance; a 401(k) plan with 4% employer match; optional employee-paid dental and vision; paid vacation, sick, and holiday leave; and a professional development stipend. See an outline of CEF’s benefits here: All CEF staff are expected to be fully vaccinated against COVID-19 and submit weekly negative test results.