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Senior Manager
Fair Factories Clearinghouse seeks Senior Manager for Business Analysis and Member Services. Position location is flexible, north east preferred, with emphasis on telecommuting.
The Fair Factories Clearinghouse (“FFC” or “Organization”) is a not-for-profit organization whose mission is to promote an end to sweatshop conditions in factories making consumer products around the world through technology. The FFC has developed a Web-based software application that enables FFC members to manage and share information about workplace and other conditions in supply chains (“FFC Software”). The Organization is supported through contributions from retail associations and participating companies and through grants.
Position Purpose
The Senior Manager for Business Analysis and Member Services (“Senior Manager”) acts as a liaison among FFC’s user community to train and support FFC Software users. The Senior Manager oversees the delivery of all aspects of FFC services to members, by overseeing help desk support, solving everyday problems, enabling their use of the technology, streamlining their internal and member software processes and deeply engaging our members to develop lasting, trusted relationships.
The Senior Manager is also responsible for providing creative solutions to business issues, assisting the Software development team to ensure accurate implementation and then documenting and editing communication and training materials. Activities include but are not limited to gathering and defining requirements, drafting functional specifications, knowledge sharing, and other business analysis functions as applicable.
Essential Functions
• Re-engineer internal and member business operations related to the use of the FFC Software to improve business results and operational effectiveness. Evaluate complex business requirements and model data and / or system requirements to develop solutions to complex business problems.
• Translate business requirements into detailed product requirements, functional specifications, use cases, and wire frames for the FFC Software. Perform system testing of new features and functionality. Work closely with the software development team to ensure that business objectives and goals are accurately implemented in technology deliverables.
• Optimize the everyday interactions between members and the FFC, and manage member relationships to drive technology enablement and operational excellence, for customer satisfaction and retention. Develop relationships with FFC members that foster client ties. Continually seek opportunities to increase member satisfaction and deepen client relationships.
• Oversee the delivery of a help desk function for end-users. Oversee the tracking, investigation, monitoring of new feature requests and product issues. Provide functional review of end user product documentation and user guides.
• Create best practices and functional overview documentation for internal and member use. Train members on the software when applicable. Present the software application in a training environment as well as in user group situations.
Within the organization, the Senior Manager has primary working relationships with the Executive Director, the System Manager and the software development team, as well the FFC Director of Business Development. Outside the Organization, the Senior Manager coordinates, primarily, with FFC members and other key stakeholders. The position reports to the Executive Director.
Additional Qualifications:
Skills and Experience Required
• Bachelor’s degree in related field
• Should have 3 plus years business analysis experience, preferably with at least one year in a Web-based application development environment
• Demonstrated knowledge of and experience with software development methodologies
• Proven ability to work independently with minimal supervision, make cost effective business decisions, and work as a liaison between internal and external clients, management, developers, database administrators, and project managers
• Experience in leading teams and projects to successful completion
• Excellent oral and written communication skills
• Excellent analytical skills
• Excellent interpersonal and conflict management skills, coupled with superior problem-solving and issue management skills
• Ability to work creatively in a highly dynamic environment
• Ability to develop and give presentations of software applications
• Strong facilitation skills, working with groups of 10 or more people
• Ability to serve as an intermediary between technical developers and end users, as well as build consensus and coordination
• Excellent interpersonal skills with the ability to present themselves and their ideas well, lead meetings, and work with people at various levels within the organization
• Ability to critically, judiciously and quickly evaluate information gathered from multiple sources, reconcile conflicting input and decompose high-level information into details
• Some experience or familiarity with web site/user interface or relational database design preferred
• Technical background a plus
• Corporate Social Responsibility industry experience a plus
