"Alerted.org

Position Type **Full Time**

Description

**Work Hours:** This role supports Regions across multiple global time zones and **requires recurring work outside standard USA business hours** (early mornings, evenings, and occasional weekends as needed).

**Position Summary:** The Partner Services Success Coordinator – Regions is accountable for **executing the regional success plan** across Unity’s domestic and international Regions. The **Director of Partner Services sets the annual plan, priorities, targets, and success measures** ; this role ensures consistent execution through structured enablement, operational support, and performance management.

Core execution areas include:

1. **Execute the Director’s Regional Portal adoption plan** (Circle Portal) to drive measurable utilization and satisfaction.

2. **Operationalize the Director’s Pod/Chapter rollout plan** by enabling Regions to establish and scale Pods/Chapters for their constituents.

3. **Implement the Director’s governance enablement plan and leadership operating rhythm** (cadence, templates, decision hygiene, role clarity).

4. **Run Regional performance tracking (vitality + engagement) and escalation management** through dashboards, issue logs, and cross-team resolution.

This role helps ensure Regions are equipped to be successful, adopt the Portal, establish Pods/Chapters, strengthen governance, and expand Unity globally.

Regions in Scope:

This role provides support for the following Regions:

+ USA Eastern Region

+ USA Northwest

+ USA West Central

+ USA Great Lakes

+ USA South Central

+ USA Southeast

+ Africa Region

+ Australasia Region

+ Canada Region

+ UK & Europe Region

+ South America Region

+ Pacific Rim Region

+ Puerto Rico Region

+ Caribbean Region

Essential Job Functions:

+ **Regional Partner Management (Service Delivery + Relationship Management)**

What you do:

+ Execute the Director’s regional engagement plan (touchpoints, office hours, communications, and escalation pathways).

+ Own the support relationship for Regional Boards and leadership teams; maintain consistent engagement across all Regions in scope.

+ Maintain a regional support plan, request queue, and issue/escalation log (system of record).

+ Provide coverage across global time zones, including non-standard USA hours, to meet regional needs.

Measurable outputs:

+ **Engagement cadence achieved: 90% or more** of scheduled regional touchpoints completed monthly/quarterly (per plan).

+ **Response SLA:**

+ Acknowledge inbound requests within **1 business day** (region-local business day where feasible).

+ Provide resolution or next step plan within **5 business days** for standard requests.

+ **Escalation triage SLA:** High-priority escalations triaged within **2 business days** with an owner and action plan assigned.

+ **Case management hygiene: 95%+** of requests logged with status, owner, due date, and outcome.

+ **Portal Enablement (Execution of Circle Portal Adoption Plan)**

What you do:

+ Execute the Director’s Regional Portal adoption plan (training, enablement, follow-ups, job aids).

+ Train regional leaders on Portal navigation and workflows; ensure Regions can self-serve core resources and dashboards.

+ Capture Portal pain points, translate them into clear requirements, and submit prioritized enhancement requests to Partner Services leadership.

Measurable outputs:

+ **Portal onboarding completion: 80% or more** of targeted regional leaders complete Portal onboarding within **60 days** of assignment/start.

+ **Active usage: 70% or more** of Regions show monthly Portal activity by at least **2 distinct** leaders (or agreed proxy metric if tracking differs).

+ **Support ticket deflection:** Reduce repeat “how-to” requests by **20%** over 2 quarters via job aids + trainings.

+ **CSAT:** Average **4.3/5** (or higher) on quarterly regional support survey for Portal support.

+ **Enhancement quality: 90% or more** of submitted enhancement requests include problem statement, impacted users, urgency, and suggested solution.

+ **Pod / Chapter Establishment & Scaling (Execution of Regional Rollout Plan)**

What you do:

+ Operationalize the Director’s Pod/Chapter rollout plan by enabling Regions to establish, onboard, and scale Pods/Chapters to their constituents.

+ Provide and maintain a standardized enablement pathway (checklists, templates, onboarding steps, readiness checks, activation milestones).

+ Partner with the Ministries & Credentialed Leaders Coordinator to align credentialing and transition pathways.

Measurable outputs:

+ **Plan execution rate: 85% or more** of planned rollout actions delivered on time each quarter (per Director roadmap).

+ **Time-to-onboard:** New Pods/Chapters complete the standard onboarding checklist within **30–45 days** of entry (target depends on complexity).

+ **Activation throughout:** Support **X** new Pods and **Y** new Chapters per quarter (targets set annually by the Director).

+ **Milestone completion rate: 75% or more** of onboarded entities achieve agreed “first 90-day milestones” (e.g., governance setup, meeting rhythm, Portal adoption, baseline reporting).

+ **Retention/continuity: 85% or more** of newly activated Pods/Chapters remain engaged at **6 months** (engagement definition set by Partner Services leadership).

+ **Governance & Leadership Operating Rhythm (Implementation Enablement)**

What you do:

+ Implement the Director’s governance enablement plan and UC&L-aligned “starter kit” (templates + SOPs).

+ Coach regional leaders on operating rhythm: agendas, minutes, decision logging, role clarity, and follow-through.

+ Improve regional execution predictability by implementing lightweight, repeatable governance practices.

Measurable outputs:

+ **Governance baseline achieved: 80% or more** of Regions have the following within **120 days:**

1. defined leadership roles,

2. documented meeting cadence,

3. decision method documented,

4. minutes archived.

+ **Operating rhythm compliance: 70% or more** of Regions submit basic monthly updates (or quarterly—set by Director plan).

+ **Issue recurrence reduction:** Reduce recurring governance-related escalations by **15%** over 2 quarters through standard tools and training.

+ **Global Cohesion & Cross-Region Learning (Knowledge Transfer)**

What you do:

+ Deliver cross-region learning exchanges as defined in the Director’s annual enablement plan.

+ Maintain a lightweight playbook of effective practices, templates, and repeatable workflows that work across cultures and contexts.

Measurable outputs:

+ **Learning exchanges delivered: 1–2** structured cross-region sessions per quarter (topic-based).

+ **Resource reuse:** At least **10** Regions per quarter adopt/reuse shared templates, trainings, or playbook resources.

+ **Best-practice capture:** Publish **2** short case studies per quarter (what worked, measurable outcomes, replicability).

+ **Events & Activations (Operational Coordination)**

What you do:

+ Operationalize the regional events/calls calendar in partnership with internal teams (Partner Services Admin, UWH Events as applicable).

+ Ensure each event has objectives, target participants, agenda, facilitation plan, and follow-up actions.

Measurable outputs:

+ **Event execution:** Deliver **X** events/calls per quarter with documented agenda + outcomes.

+ **Attendance rate:** Achieve **60% or higher** attendance of invited leadership (or target set per event type).

+ **Follow-through: 80% or more** of events produce post-event notes and action items within **5 business days** .

+ **Story + Data Intelligence (Reporting, Dashboards, Decision Support)**

What you do:

+ Maintain the regional performance dashboard as the system of record for vitality/engagement indicators and escalation trends.

+ Collect stories and measurable indicators that support UC&L, leadership visibility, and UWH Marketing storytelling needs.

Measurable outputs:

+ **Reporting cadence:** Monthly/quarterly dashboard published on time **95%** of the time.

+ **Data completeness: 85% or more** of Regions represented with current data each cycle (or documented exceptions).

+ **Insight-to-action:** Deliver **3** actionable recommendations per quarter to the Director (based on data + field feedback).

+ **Stakeholder Management & Internal Coordination (Clean Handoffs)**

What you do:

+ Coordinate with Partner Services Administrator, Ministries/Credentialing, Education and Youth & Family, UWH Marketing, and other stakeholders as required.

+ Ensure clean handoffs and that Regions receive consistent answers, timelines, and outcomes.

Measurable outputs:

+ **Cross-team handoff quality: 90% or more** of handoffs include context, desired outcome, timeline, owner, and documentation link.

+ **Cycle time:** Reduce “stuck” requests ( **> 30 days** with no progress) to **<10%** of open items.

Quantified Outcomes:

Within **6-12 months** , success is evidenced by:

+ **Plan execution: 85% or more** of quarterly Director priorities delivered on time, with documented outcomes.

+ **Regional support performance:** SLAs met; satisfaction **4.3/5 or higher** ; reduced repeat issues.

+ **Portal adoption:** Majority of Regions active monthly; onboarding completion meets/exceeds targets.

+ **Growth:** Increase in Pods/Chapters established and retained; improved onboarding cycle time.

+ **Governance maturity:** Regions operating with consistent cadence and documented basics.

+ **Global expansion enablement:** Measurable engagement across international time zones; improved participation across international Regions.

+ **Leadership visibility:** Reliable dashboards and escalation process; improved predictability and fewer unresolved issues.

Qualifications

Experience:

1. Ordained Unity Minister or Licensed Unity Teacher (required).

2. **Minimum of 3 years** of leading or supporting multi-site, multi-region, or cross-cultural programs.

3. Demonstrated experience implementing operating rhythms (cadence, agendas, decision tracking, follow-through).

Skills:

+ Comfort with systems/tools: Microsoft 365, Teams, CRM/ticketing workflows, dashboards, and digital learning platforms.

+ Proven ability to manage high-volume coordination work (multiple regions, parallel workstreams).

+ Ability to reliably support Regions across global time zones, including recurring work outside standard USA business hours.

Competency Statement(s):

+ Program management: planning, tracking, prioritization, risk escalation.

+ Change enablement: training, adoption, stakeholder follow-up, reinforcement.

+ Clear writing: templates, SOPs, job aids, concise summaries.

+ Data fluency: interpret adoption and engagement indicators; communicate insights and actions.

+ Stakeholder management: cross-functional coordination and accountability without authority.

Physical and Mental Requirements:

**N/A** Not Applicable Activity - Not applicable to this occupation

**O** Occasionally Position requires this activity up to 33% of the time (02.5+ hrs/day)

**F** Frequently Position requires this activity up to 33% of the time (02.5-5.5+hrs/day)

**C** Constantly Position requires this activity more than 66% of the time (5.5+ hrs/day)

C Indoor Work

N/A Outdoor Work

N/A Excessive Noise/Decibels

C Sitting/Workstation

C Use of Hands/Fingers

O Climb - Stairs/Ladders

O Lifting 20 Max lbs.

N/A Traveling outside campus

O Carry 20 Max lbs.

O Reach: _Overhead/Forward_

N/A Exposure to Hazards

N/A Push/Pull Equipment

N/A Exposure to Temperatures

C Read/See

F Standing/Walking

C Talk/Communicate

O Stoop/Kneel/Crouch/Crawl

N/A Taste/Smell

C Operate Computer

N/A Operate Company Vehicles

N/A Personal Protection Equipment

F Operate Company Equipment: Electronic devices, fax, telephone, scanner, copier

**Work Environment:** Office and virtual environment

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.