Job Information
TechSoup Program Operations Lead- French Speaking in United States
This position is open to candidates based in Europe and the US (East and Central US only to better align with European time zones)
We’re a high-impact, global nonprofit social enterprise that believes in using technology for the greater good. Since 1987, we’ve been building partnerships and alliances with individuals, corporations, nonprofits, and governments across the globe – all committed to helping nonprofits fully access the profound power of technology and a connected world — and use it to improve lives.
But we won’t stop there: as technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits around the world have the resources they need to build a brighter future for millions of individuals.
We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join us!
About the role
As a Program Operations Lead you will focus on supporting and coordinating operations of TSGN Programs across territories. They will be responsible for ensuring and improving the program's performance, productivity, and efficiency through effective methods. This position reports directly to Senior Director, TSGN.
Duties and Responsibilities
Manage established processes and procedures, drive improvements as appropriate to resolve enquiries, issues, or problems.
Control and maintain operational documentation to ensure that the program operates within defined guidelines and procedures.
Respond to all queries and concerns raised by TechSoup’s Network of NGO beneficiaries.
Support the delivery of TechSoup’s core programs including but not limited to the NGO validation.
Process and the delivery of technical discounts, donations, services, and learning resources for defined territories.
Provide advice to TechSoup’s network of NGO beneficiaries as it relates to the catalog of technology discounts and donations, support services and learning resources.
Navigate all relevant support lines such as email, phone and social media.
Maintain data accuracy across all platforms relevant to TechSoup’s core programs and translate content where necessary.
Coordinate with other customer support staff within TechSoup Europe and/or PNGOs to ensure timely and effective resolution of varying customer support inquiries/concerns.
Review and improve operational processes regularly; and document the change and deploy resources based on individual skills, and business priorities and needs.
Actively engage with current technology partners and broaden their involvement in capacity development opportunities throughout the region.
Acts as an effective and helpful member of our organization, demonstrating personal leadership, initiative, and drive.
Participate in the out of hours support plan as necessary.
Work in direct and close collaboration with the teams globally.
Qualifications
Fluency in French and English
BA or other advanced degree from an accredited college or university in a relevant field strongly preferred
Proven experience with operations management, including optimizing customer service, adherence to SLA and KPI targets and driving improvements in Customer Satisfaction
Ability to develop effective relationships with internal and external stakeholders
Strong IT knowledge (management platforms, ticketing systems, process, and project management tools)
Understanding of the non-profit organizations’ technology needs is an advantage
TechSoup Values
Promote Trust: We listen to and learn from each other. We practice openness, collaboration, fairness, and sharing for the greater benefit of all.
Show Courage: We step forward to create an open dialogue about complex issues and work together to forge ahead.
Be Resourceful: We are problem solvers and constantly aim to find creative solutions to get the job done.
Strive for an Equitable Planet: We are devoted to fostering respect, inclusion, and tolerance.
Be Relevant: As global citizens in the changing landscape, we strive to better serve our communities, our colleagues and stakeholders, and the world at large.
Inspire: We innovate and find new ways to create impact, to inspire, and to engage others.
TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran
This position is open to candidates based in Europe and the US (East and Central US only to better align with European time zones). The base salary range for this remote position is $44,000.00 to $52,000.00 with benefits available only for employees residing within the United States. These numbers represent the minimum and maximum targets for new hire salaries across all locations within the United States.
Individual compensation is determined by various factors, such as geographical location, skill set, experience, education or training, business requirements, and market conditions.
TechSoup provides a comprehensive benefits package, including medical, dental, vision, retirement plans, and additional perks for regular full-time employees based in the United States. For employees based in other regions, benefits will be determined according to TechSoup locations.
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