Internship Services Manager (Multisite IT/Helpdesk) - 2 Openings
Reporting to the Site Director, the Internship Services Manager is a key member of the Program team, as well as a critical partner to Corporate Engagement teammates in ensuring a successful internship experience for interns and employers alike. Effective service delivery during the internship program contributes to Year Up’s mission in several important ways, since intern performance and intern/supervisor satisfaction directly influence Year Up’s graduation rate, conversion from internship-to-employment, and the renewal/growth of our employer relationships.
Achieving success before, during, and at the conclusion of the internship phase depends on maintaining strong relationships with a variety of stakeholders, including students, internship supervisors, and Year Up colleagues across a range of functions. You will support a portfolio of interns and supervisors throughout the internship phase, including monitoring intern performance via bi-weekly communication with interns and supervisors, coordinating service recovery across internal and external stakeholders, and facilitating cyclical programmatic processes. In many ways, you serve as the “in-house expert” on the ingredients required for a successful internship experience and the “command center” that ensures other functions are playing their roles accordingly.
To be successful in this role, you will be adept at communicating across a variety of audiences and will have experience working with internship programs that bridge educational and corporate environments. As an ideal candidate, you exude a spirit of customer service, demonstrate superb organizational skills, and take pride in your ability to bring clarity to ambiguous or complex situations. We are looking for a proactive self-starter who enjoys working in a fast-paced environment and is energized by the opportunity to ensure our young adults exceed the expectations of the nation’s top employers.
In keeping with Year Up’s values, the Internship Services Manager will also have the opportunity to interact with students as a coach, group facilitator, and advocate, participating in building a positive educational environment.
We are open to candidates living in any of the states in which Year Up operates https://www.yearup.org/locations.
- Manage the planning of the bi-annual internship matching process and as necessary, align program and Corporate Engagement colleagues in gathering key information required for the process
- Drive internship on-boarding activities including necessary background checks, drug screens, and applications as well as coordinating the collection of internship information and manager orientation
- Manage planning, logistics, and facilitation of internship readiness workshops with the Corporate Engagement team, as well as other functional staff, designed to build relationships with interns in your portfolio, including reviewing the internship contract and covering logistics with interns prior to internship start date
- In partnership with Corporate Engagement colleagues, drive a clear supervisor engagement plan for each account before the start of internship to ensure roles are clear
- Proactively ensure bi-weekly contact with interns and supervisors to monitor performance and satisfaction via phone, email, or in-person meetings; provide coaching where appropriate
- Track, analyze and report out on performance status across the internship portfolio (based on ongoing feedback, supervisor/intern survey responses, and other performance data) and highlight key trends for consideration
- Act as an escalation point to support and resolve “tier 1” issues and coordinate response to more significant issues by escalating to Program Managers, coaches, Student Services, and Corporate Engagement colleagues
- Resolve “tier 2” issues and coordinate response to more significant issues by escalating to Program Managers, coaches, Student Services, and Corporate Engagement colleagues
- Work in partnership with Program Managers to drive the development of performance improvement (EPIC) plans for interns, gathering feedback from interns and managers, and communicating closely with Corporate Engagement team
- Ensure the accurate, on-time completion of timesheets and status reports weekly in alignment with the online student contract.
- As appropriate and in partnership with Corporate Engagement colleagues, manage the planning and delivery of events designed to improve the supervisor experience (i.e. Corporate Partner Days/Roundtables)
- Uphold the ‘high service, high support, high expectations’ program model in interactions with all stakeholders
- When employers intend to make an employment offer to an intern, drive and track account-specific conversion processes and work with partner HR or staffing agencies to ensure interns complete paperwork/process as needed
- Ensure close communication with Employment Placement colleagues to ensure interns are factoring conversion opportunities into their overall job search
- Enter employment records in Salesforce for intern conversions
Site Team/Learning Community Member
- Serve as a coach/mentor for a small number of current students
- Join and sometimes facilitate weekly group sessions with students
- Participate in staff meetings and trainings
- Experience in a corporate or business setting
- Experience in developing and maintaining relationships; a consummate networker who is able to move comfortably and credibly in the corporate community
- Demonstrated knowledge managing a CRM; Salesforce.com experience strongly preferred
- Stellar customer service skills with solid follow up and follow through practices
- Documented strengths in meaningful relationship building, management, and growth
- Strong organizational and time management skills with exceptional attention to detail
- Excellent interpersonal, oral, and written communication skills
- A professional and resourceful style with the ability to work independently and as a team player, to take initiative and manage multiple tasks and projects at a time
- Comfortable with ambiguity, and proactive in taking the lead when opportunities arise
- Ability to plan, introduce and lead a process that enables high-quality growth
- Ability to lead, willingness to be led, and comfortable with situational leadership
- Proficiency with Microsoft Office applications especially Word, Excel, Outlook and PowerPoint, and development databases required
- A passion for working with young adults, an unshakable belief in their potential, and a strong commitment to the mission of Year Up
- Understanding of the Opportunity Divide and its drivers
- Commitment to diversity and inclusion
Salary Range: $46,000 - $67,000
COMPENSATION & BENEFITS:
Year Up has established salary ranges for each of our sites, which allows us to pay employees competitively, equitably and consistently in different geographic markets. For roles in which the location is listed as flexible, the range displayed reflects the minimum and maximum target for new hire salaries for the position across all US locations. Salary offers take into account a candidate’s skills, experience, and location. Your recruiter can share more about the specific salary range for your location during the hiring process.
Benefits: Comprehensive healthcare options and dental coverage; 401(k) match for eligible participants.
Vacation: Earn three weeks paid vacation in first year of employment; four weeks after initial year.
Professional Development: Funds available to support staff in achieving career objectives ($2,500 per year)
Year Up is a national 501(c)3 workforce development organization committed to ensuring equitable access to economic opportunity, education, and justice for all young adults—no matter their background, income, or zip code. Employers face a growing need for talent while millions of talented young adults lack access to meaningful careers. These inequities only further perpetuate the opportunity gap that exists in our country—a gap that Year Up is determined and positioned to close through three interconnected strategies: providing targeted skills training and connections to livable-wage employment for students and alumni; empowering others to serve and support young adults, and changing systems that perpetuate the opportunity gap. Year Up’s intensive training program utilizes a high expectations, high support model where students learn in-demand technical and professional skills and apply them during a corporate internship. Year Up has directly served more than 40,000 young adults since its founding in 2000. Year Up's nationwide presence includes Arizona, Austin, Bay Area, Charlotte, Chicago, Dallas/Fort Worth, Greater Atlanta, Greater Boston, Greater Philadelphia, Jacksonville, Los Angeles, the National Capital Region, New York City/Jersey City, Pittsburgh, Puget Sound, Rhode Island, South Florida, Tampa Bay, and Wilmington.
Voted one of the Best Nonprofits to Work For in the country by The NonProfit Times, Year Up is a rewarding and impactful place to work. Our staff is passionate, supportive, mission-driven, and committed to positive change and continuous learning. We set high standards for both ourselves and our students and live by a set of core values that reflect an unshakable belief in the talent and potential of our young people. The work we do is life-changing, and we know that our team is the greatest asset in achieving our mission.
COMMITMENT TO DIVERSITY:
Year Up embraces diversity and equal opportunity in a serious way. All aspects of employment, including the decision to hire, promote, discharge, or discipline, are based on meritocracy. We do not permit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local laws. Learn more about our commitment to diversity: http://www.yearup.org/about-us/careers/commitment-to-diversity/
Year Up is also committed to working with and providing reasonable accommodations to individuals with disabilities. Your recruiter can provide details regarding the expected work environment and any physical requirements. Please let our hiring team know if you need an accommodation at any point during the interview process. Information received relating to accommodation will be addressed confidentially.
Please submit a thoughtful cover letter and resume through our website.
Note that applications without a cover letter will not be considered. We respectfully request no phone calls.