Business Operations and Outreach Manager

Business Operations and Outreach Manager, USA

Job Type: Fixed Term Position, through July 2027
($99,367 - 124,208)
Compensation is determined by various factors, including but not limited to local labor market conditions, educational background, work experience, and relevant certifications
Job Type: Fixed Term Position, Ending July 2027
Location: IB (International Baccalaureate) Operating from Washington DC office, Hybrid Role
The Business Operations and Outreach Manager, USA provides leadership and oversight for business operations, development support, outreach coordination and stakeholder engagement across the United States and English-speaking Caribbean. The role ensures that operational resources, systems and team capacity are aligned with regional priorities and support school and district engagement, candidate school development, strategic initiatives and effective programme delivery.
The Manager provides direct line management to the USA Development Associate team and works in close partnership with the Head of U.S. Educational Initiatives & Partnerships, the Director, USA, subregional Heads, Community, Partnerships & Development Managers and cross-functional teams. The role is responsible for setting team priorities, allocating work, strengthening operational processes and monitoring service standards, risks and performance.
Responsibilities

Own operational governance of Salesforce case management, including queue administration, case assignment, workload balancing, routing protocols and escalation pathways.
Provide direct line management to the USA Development Associate team, including objective setting, performance management, professional development and day-to-day guidance.
Translate regional priorities into clear workplans and allocate responsibilities according to team capacity, role remit and business needs.
Establish structured onboarding, training and development across relevant systems, processes and service areas.
Monitor AFC pipelines, lead queues, operational documentation, service delivery and cross-functional dependencies.
Strengthen processes, tools, documentation and ways of working across the Development Operations function.
Ensure that team members have clearly differentiated responsibilities, appropriate authority and defined escalation routes.
Oversee and quality-assure operational support provided to prospective, candidate and IB World Schools, districts and other approved stakeholders.
Ensure that school- and district-facing inquiries are assigned, monitored and addressed within agreed service expectations.
Manage escalated or sensitive operational cases requiring manager-level judgement.
Oversee team support for AFC processes, lead management, Salesforce/MySchool coordination, invoicing dependencies and relevant registration systems.
Enable Community, Partnerships & Development Managers and subregional Heads through coordinated research, lead qualification, outreach support and operational follow-through.
Provide strategic, budgetary and risk oversight for a portfolio of USA events, including IB Days, education festivals, association events, external conferences and other approved activities.
Set priorities and allocate event responsibilities across the Development Associate team in collaboration with relevant business owners.
Approve operational plans, budgets, timelines and escalation arrangements within delegated authority.
Advise regional leadership on event location, format, resource requirements and alignment with regional objectives.
Support coordination of IB leadership participation in high-profile external conferences and events.
Maintain senior-level relationships with selected host institutions, partner organizations and other key stakeholders where appropriate.
Qualifications

Bachelor's degree or equivalent professional experience; master's degree preferred.
Professional experience in education, business operations, programme operations, stakeholder engagement or a related field.
Demonstrated people-management experience, including objective setting, workload management, performance development and team capability building.
Experience overseeing complex, multi-stakeholder operational portfolios.
Experience providing oversight for school-facing, district-facing or customer-facing support services.
Experience managing or overseeing events, budgets, contracts, procurement or vendor processes.
Experience using market, school, pipeline or operational data to produce reports and recommendations.
Experience working across functions such as Finance, Legal, Digital, Marketing, Professional Learning or school-facing teams.
Benefits

Medical, Dental and Vision Coverage
Voluntary Benefits, Pet Insurance, FSA, etc.
Annual Leave, plus 14 Public holidays
Retirement 401k Plan, 10% contribution
Paid Parental Leave
Life assurance 4x annual salary
Employee Assistance Program
Excellent continuous professional development
Health and wellness schemes
Flexible work arrangements
Additional IB sponsored perks
Opportunity & Belonging

We are committed to building a working environment that values respect, diversity, and compassion. The International Baccalaureate is proud to be an equal opportunities employer, and we welcome applications from all qualified applicants. As a global employer, we adhere to all relevant employment legislation in the countries in which we operate, and we're happy to provide any reasonable support or adjustments as needed to ensure applicants can fully participate in our recruitment process.
This job is offered on local terms and conditions and is at will.

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