Growth & Strategy Associate at Monique Burr Foundation

About Monique Burr Foundation

The Monique Burr Foundation for Children (MBF) is a nonprofit organization that was founded by Edward E. Burr in 1997 on the one-year anniversary of the death of Monique Burr, his late wife, to continue her legacy of child protection and child advocacy. MBF’s mission is to protect children by providing the best comprehensive, evidence-based prevention education programs that address child abuse, exploitation, bullying, cyberbullying, human trafficking, digital abuse, and other digital dangers.

One out of four children will be victimized in their lifetime. However, child victimization can be prevented through education. MBF Prevention Education Programs, including MBF Child Safety Matters® for elementary schools and MBF Teen Safety Matters® for middle and high schools, MBF Athlete Safety Matters® for youth athletes, and MBF After-School Safety Matters® for after-school and youth-serving organizations are comprehensive, research-based, primary prevention programs, that educate and empower students and all relevant adults with information and strategies to prevent, recognize, and respond appropriately to bullying, cyberbullying, digital dangers, trafficking, and all types of child abuse and exploitation.

For more information about our mission and work, please visit our website at: www.https://mbfpreventioneducation.org. 

About the Opportunity

With new leadership on board, Monique Burr Foundation is poised for incredible growth and increased impact. They are excited to widen their reach by increasing access to their life-saving programming focused on educating and protecting communities, children, and teens. The Foundation is seeking an experienced data, information, and project manager to lead and grow its customer service operations as MBF evolves its programming and impact. 

Reporting to the Vice President of Growth & Strategy, the Growth & Strategy Associate (GSA) will primarily focus on providing support to new customers/partners and to MBF’s existing customer base. The position requires a strong command of data-management tools and systems and process best practices, as well as excellent verbal and written communication skills, and exceptional organizational and time-management expertise. 

The Associate will be an integral member of the Growth & Strategy team, supporting MBF’s efforts to keep children safe and helping the Foundation become the preferred provider of Prevention Education Curricula across the nation and around the globe. Providing support to the entire Growth & Strategy team and serving as a key thought partner to the team on strategy implementation, the Associate will oversee customer service management, including all post-sale customer needs, and work with the Salesforce Administrator to manage customer data. 

Areas of Leadership 

To perform this job successfully, an individual must be able to excel in each of its essential functions. Monique Burr Foundation’s next Growth & Strategy Associate brings experience and a passion for developing in the following knowledge, skill, and/or ability requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. 

Mission and Vision: believe in what Monique Burr Foundation is trying to achieve

• Champion the protection of children from bullying, digital dangers, abuse, and exploitation through prevention education
• Willingness to and comfort with stewarding an organization’s mission by engaging its customers, constituents, educators, students, and community partners through in-person events, written and verbal communications, and effective service delivery

Key qualifications:

• Previous experience working in a mission-driven organization; experience in a prevention education setting preferred but not required
• Lived experiences in childhood trauma and exploitation, 2SLGBTQIA+ persons, and culturally and linguistically diverse people are strongly encouraged to apply

Customer Service and Support: provide exceptional customer service to a diverse array of existing and potential customers, maintaining a high level of professionalism and establishing a positive rapport with every customer 

• Align the Associate’s role and work with the Foundation’s policies and procedures to ensure customer satisfaction
• Promptly assist customers with inquiries, concerns, and requests, including but not limited to: answer general product and pricing questions; assist with placing orders and check on order status and shipping information; and troubleshoot login errors or problems with services’ technology platforms
• Work with vendors and staff to troubleshoot any customer technical support issues, always routing sales calls and escalating support calls to appropriate staff as needed
• Manage all customer data, including establishing and managing accounts and keeping centralized, accurate records and updating information, as needed, in multiple systems, including: Salesforce, an online customer portal (WordPress), an online learning management system (Absorb), and an order fulfillment system (Propago)
• Follow up with customers regarding outstanding payments due

Key qualifications:

• More than two years of experience using a CRM (Salesforce experience is a plus) and managing information, data entry, and reporting
• Experience with collecting and analyzing data
• More than three years of experience as a Customer Service Representative or similar remote customer/client-facing and information management role
• Excellent phone and email etiquette and communication skills
• Strong problem-solving abilities and attention to detail
• Proficient in using computer systems and software applications, including Microsoft Office to prepare correspondence, develop reports, utilize spreadsheets and create presentations; advanced Microsoft Excel skills are a plus
• Multilingual skills are a plus

Team and Organizational Collaboration: serve as a cross-functional, collaborative team member to ensure there are no silos, partnering with the Salesforce, Prevention Education, and Marketing teams on MBF’s service delivery

• Collaborate with team members to develop and refine strategies for engagement and resolve complex customer issues
• Develop, execute and manage effective and efficient processes and protocols to improve the team’s ability to provide solutions and services to customers and partners
• Support the creation of accurate reports and dashboards, in collaboration with the Salesforce Administrator, that will inform the team and enable them to make well-informed decisions while identifying new opportunities
• Collaborate with the Growth & Strategy and Prevention Education teams on special projects, including initial customer setup, ongoing customer support, and data collection for larger orders for multiple implementation sites (e.g. school district and corporate sponsorship orders), including but not limited to: 
  • coordination and management of forms to be completed by participating implementation sites (e.g. schools or district administrators); 
  • processing orders for implementation sites, including customer support; 
  • collecting post-implementation data and feedback from participating implementation sites; 
  • communicating with facilitators and administrators at implementation sites (e.g. school district administrators) to support the management and completion of forms, processing of orders, and the collection of feedback
• Steward the ongoing growth, development, and evolution of the Foundation’s team and operations by participating in all of its meetings and events and supporting - and sometimes initiating - changes to its ways of operating, culture-building, and service delivery

Key qualifications:

• Ability to work independently and remotely; previous remote work experience highly preferred
• Excellent written and verbal communication skills with a keen ability to work across different individual abilities and levels of understanding, as well as collaborate across team functions to maximize efficiencies across workstreams
• Energized by problem solving for efficiency and effectiveness through building or improving on clear systems and processes
• Experience working across technology platforms with internal teams and external constituents; knowledge of and/or experience with Wordpress, Absorb, Propago, QuickBooks, Wufoo, and Monday.com is preferred but not required

Salary, Benefits & Location

The starting salary range for the Growth & Strategy Associate role is $65,000-75,000, based on the qualifications and number of years of relevant experience the selected candidate brings. 

Monique Burr Foundation offers a comprehensive benefits package which includes but is not limited to: Up to a 4% 401k match; full employee medical, dental, and vision premium paid; 15 paid holidays per year, including the week between Christmas and New Years Day, and beginning with 20 days of PTO in your first five years, with the ability to earn five additional days after the five and 10-year marks, up to a maximum of 30 days per year; a $100 per month remote office allowance; an annual professional development stipend for all staff for approved training and/or professional development opportunities.

The organization’s headquarters is in Jacksonville, FL. While some of MBF’s team works remotely from other east coast cities, the person in this role would ideally be based in the Jacksonville region of Florida. Candidates who are based outside of Jacksonville or outside the state of Florida are encouraged to apply if they are willing to travel to Jacksonville for team and organization events, as needed, especially during their early tenure for in-person onboarding and training. Jacksonville-based team members are required to work in-office at least one week per month, and additional office days are occasionally required. 

Regardless of location, and outside of their onboarding phase, the Associate will need to be able to travel as much as four times per year, with advance notice, for team and organization meetings and events, and will also be required to work occasional off-hours at special events. 

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Equal Opportunity Employer

Monique Burr Foundation is an equal opportunity employer and does not discriminate based upon an individual's race, creed, national origin, sex, age, marital status, sexual orientation, handicap, disability, genetic information, veteran status, military reserve unit obligations or any other classification protected by applicable law.