Temporary Project Implementation Officer - MicroMentor
NGO Jobs / UN Jobs Vacancy
This is a part-time (24 hours/week), three-month temporary position. This posting will close on March 1 at 5 PM Pacific Time.
About Mercy Corps
Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within. Now, and for the future.
Program / Department Summary
MicroMentor is an initiative of Mercy Corps’ Innovations Team. At MicroMentor, our mission is to leverage the power of mentoring to help small businesses thrive. We do so by offering entrepreneurs direct access to a pool of committed professional volunteer mentors via an easy-to-use online community. MicroMentor has a growing global community, making 28,000 mentoring connections in 2020 alone. Entrepreneurs matched with a mentor show significant results in terms of improved job creation, business survival, and revenue growth. Read more in our 2020 Impact Report.
MicroMentor operates as a social enterprise, and earns revenue by delivering curated mentoring and employee engagement programs to a portfolio of private and public organizations. We have a small but mighty sales team that works strategically together to cultivate a satisfied customer network of fortune 500 companies, governments and leading INGOs who see the value of delivering MicroMentor to their stakeholders. Our team is diverse, driven, hardworking and highly committed to sustaining the mission of empowering small businesses and experienced professionals to thrive through mentoring. We also operate in service to Mercy Corps’ mission alongside a worldwide team that’s improving the lives of 19 million people in 40+ countries.
General Position Summary
The Project Implementation Officer will own a portfolio of MicroMentor customer projects and will be responsible for delivery of customer projects on budget and on time, ensuring a high level of customer satisfaction, with the end goal of achieving sales targets for annual project renewals guided by the Business Solutions Manager and the Senior Business Solutions Specialist. This role has the distinct possibility of extension beyond the three-month temporary status, based upon anticipated growth of the project portfolio and expanding needs of existing projects.
Essential Job Responsibilities
Responsible for set up and implementation of customer projects
Collaborate and manage relationships with diverse stakeholders in a portfolio of multiple customer projects. Serve as point of contact for MicroMentor customers. Be able to set and communicate expectations effectively about project objectives, provide outstanding customer service, and manage and resolve issues when they arise.
Complete discovery, design, and set up phase for new customer projects. Be aware of best practices for efficiently and effectively gather information to produce informed project plans.
Function as the technical lead for project delivery activities, including: creation and/or adaptation of customized content, mentor and entrepreneur onboarding, orientations for project coordinators, and member recruitment and engagement campaigns.
Manage the creation of key project assets and delivery of implementation activities by activating internal and external team members, articulating timelines, assessing human resource capacity and coordinating with supervisors where necessary.
Manage compliance and reporting deliverables. Track achievement of minimum requirements for participant engagement and other designated key performance indicators for specific projects to quantify ROI.
Manage planning for resource allocation at the onset of new projects and continuously manage budget and spend down estimations during the lifecycle of a project. When resources are exhausted and/or additional work is requested, produce budget estimations and engage in negotiations for scope increase.
Ensure that effective project management tools are in place with customers and ensure that projects are delivered on time, in scope and within budget.
Collaborate on improving the customer project implementation process
Collaborate with the Senior Business Solutions Specialist to streamline and standardize project processes, communications flows, and customer materials.
Collaborate with the Senior Business Solutions Specialist to integrate customer feedback into implementation activities.
Maintain and quantify customer satisfaction. Follow standard feedback processes and integrate into project implementation strategy.
Collect feedback and offer recommendations for customer project sales opportunities
- Collaborate with the sales team to identify upsell and renewal opportunities.
- Collaborate with the Business Solutions Manager to identify new market opportunities, test new product/service offerings, and refine customer packages and pricing.
Accountability to Participants and Stakeholders
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.
Reports Directly To: Emily Joy, Business Solutions Manager
Works Directly With: MicroMentor Customer Project Implementation Team, MicroMentor Sales Team, MicroMentor Business Solutions Manager, MicroMentor Customers, MicroMentor Marketing team, MicroMentor mentors and entrepreneurs, Mercy Corps country program staff and HQ staff
Knowledge and Experience
3+ years experience in customer service delivery and/or project management
Proven track record of working in a customer-facing role with excellent communication and interpersonal skills across cultures
Proven ability to effectively build interpersonal relationships and achieve alignment across a wide range of functions and constituents
Excellent organizational and project planning skills
Project implementation experience, including marketing and/or campaign creation, event or workshop facilitation and budget management
Experience in Corporate Social Responsibility and/or employee volunteerism
Familiarity with economic development, entrepreneurship, small business support
Community engagement experience (virtual and/or in-person)
Flexible approach and an ability to operate effectively with uncertainty and change
Driven, self-motivated, enthusiastic. Problem solver with a “can do” attitude.
Spanish, Arabic or French fluency a plus
Project management certification a plus
Bachelor's degree, Masters or MBA a plus
A successful Project Implementation Officer will exhibit a positive attitude, strong work ethic, high integrity and a passion for the mission of Mercy Corps and MicroMentor. This individual will be an excellent and intentional communicator who is passionate about delivering value to MicroMentor customers, while balancing those needs with the organization’s priorities, resources and objectives. Attention to and comprehension of details is vital for success. The Project Implementation Officer will be able to visualize and engage the "big picture", while also being able to identify, develop, implement, and maintain project plans, procedures and systems. They will have a bias toward execution, the ability to establish and meet deadlines and work both independently and cooperatively with teams. The Project Implementation Officer should have the proven ability to synthesize information, draw meaningful conclusions, and respond appropriately.
Living Conditions / Environmental Conditions
This position will be remotely-based anywhere in the US and supporting our US-based team. This role may include travel for team meetings and occasionally to country offices across the agency, travel estimated up to 15% of the time pending COVID-19 travel restrictions. Travel may be to insecure and/or austere locations.
Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in country venues.
In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development
Diversity, Equity & Inclusion
Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.
We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.
Equal Employment Opportunity
Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.
We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.
Safeguarding & Ethics
Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.
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