Program Manager – eLearning and Member Success Job Description

Bright & Quirky is a profitable small business on a large growth trajectory, helping bright kids thrive beyond learning, social, emotional and/or behavioral challenges. We partner with the top psychologists and educators in the world to provide families with a powerful trifecta of online learning, coaching and community. Our IdeaLab parent membership serves over 1,000 parents from over 30 countries.

We’re looking for a full time Program Manager to manage our members’ experience, from the time they join us, until the time they leave. This includes all components that lead to member engagement, progress and thriving, including onboarding, delivery of elearning programs, email communications, video library resources, and community experiences, as well as tracking and analysis of key metrics. Additionally, this role will be responsible for delivery of elearning programs to our list of almost 100,000 families around the world.

The ideal candidate will serve as the right hand person to the Founder and CEO. This is the perfect opportunity for a bright star who wants to manage core parts of the business, wear a lot of hats, and make a big impact that changes lives.

Job Requirements:

  • Manage successful delivery and care of our foundational digital course, monthly member events, and extensive video library using Zoom, Asana, Airtable, Searchie, Slack and light WordPress.
  • Plan onboarding, nurture sequences and email communications to drive long term member engagement, using the CRM system.
  • Track member engagement and retention using CRM and Excel, identifying opportunities to best meet member needs, continuously improving on our 95%+ retention rate and 9.7 out of 10 net promoter score, in collaboration with Coaches, Mentors and Facebook Group Moderator.
  • Serve as a guide and mentor for member success, connecting members to specific learning resources in the video library, digital courses, and to coaching opportunities.
  • Handle escalated customer service tickets, in collaboration with Virtual Assistant.
  • Manage delivery of small and large-scale public events, including live and pre-recorded online learning opportunities, using Asana and Airtable, in collaboration with the Marketing Manager and Software Engineer.
  • Build rapport with members as you guide and encourage them with helpful resources, and with team mates as you collaborate on various projects.

Skills & Abilities:

  • Technically savvy, able to learn and use new SAAS programs quickly
  • Quick learner and enthusiastic, energetic lover of a quick, nimble startup environment, in a constant flow of test and learn
  • Ability to proactively “look around corners” and foresee opportunities and gaps for the business to address in terms of meeting member needs, using efficient systems and processes, keeping business and team health in mind
  • Create systems and processes, managing the operations catalog of SOP’s
  • Incredible planning, program management, time management and organizational skills
  • Strong attention to detail and excellent problem-solving skills
  • Excellent written, verbal, and interpersonal communication skills
  • Excited to be a part of an online education program that really works and helps thousands of struggling families around the world.

Preferred but not required:

  • Experience in digital courses, launches and memberships
  • Seattle-area location is preferred, but not required
  • Background in program management, online business or online training
  • Personal interest in psychology and human flourishing

Our Core Values:

  • Members’ needs, learning and progress first
  • Best information and experts
  • Warm, compassionate, supportive community
  • Effective, simple strategies and positive communication for busy parents
  • Excellent programs and services
  • Business and team well-being

$75,000 to $105,000 a year

This is a remote position with occasional in-person meetings. To apply, complete the application.