Vice President, Client Support

Overview Vice President, Client Support Priority Deadline: May 7, 2026, 9a EST* *Every resume that submits before the priority deadline will be reviewed by a human, we would much rather you tailor your resume to the job posting than rush to submit! Who We Are Our mission is to help leaders working for social change build and run more equitable, sustainable, and results-driven organizations. Founded in 2006, we’re now a 45+ person, $12 million, remote organization. We’ve helped shape the management and leadership practices of hundreds of influential organizations and tens of thousands of individual managers and staff, with a focus on social justice and educational equity organizations. Our clients work on critical issues like advocating for educational equity; promoting immigration reform; fighting for racial, economic, and gender justice; and protecting voting rights. We help them by providing coaching, training, and resources for the broader field. What You’ll Do Managed by Wendy Guyton, the Managing Partner of Client Support, the VP, Client Support leads our Training Operations team, including managing two direct reports. This team is responsible for delivering a seamless, equitable, and consistent experience for all training participants, from registration through training completion. The Training Operations team manages the organization’s online registration platform and oversees the full scope of training logistics, ensuring smooth coordination and strong integration across internal systems. Each year, they support more than 10,000 clients (participants) registering for approximately 400 public training sessions, while also coordinating logistics for over 200 private trainings. The team ensures that the registration process for public trainings is intuitive and efficient, and that all training experiences are well-organized and executed without friction. In this role, you will focus on the following responsibilities, with opportunities to grow and expand your scope over time: Training operations logistics and client experience – ~50% Implement or coordinate the day-to-day work of the operations team, including: Support clients in navigating access to public trainings, registration, and troubleshooting issues. Own overall participant communication and participant experience of registration and logistics, including the content of messages and the technical operation of the delivery systems. Ensures that participants receive timely and accurate information that aligns with TMC’s voice, brand, and values. Use data to inform short-term strategy for training registration and logistics, and identify where more or different data is needed. Find opportunities for innovation and improvement and make recommendations for solutions that streamline or enhance our training operations. Collaborate with the team leaders for training and marketing to give input on client retention strategy. Maintain strong documentation about processes, systems, roles, and division of labor. Management – ~20% Lead the Training Operations team, which currently consists of 2 training operations staff who run registration and logistics for all of our training services. Actively manage staff toward their goals while building trust and followership. Develop and retain talented, diverse staff while maintaining a high bar for performance, giving feedback, and coaching for skill development. Collaborate with team leaders to ensure that the training operations team works together effectively and efficiently with the training, client intake, and marketing teams. Training operations technology – ~20% Manage our training management system (currently Arlo), including the relationship with the vendor and technical support team. Provide strategic thinking and leadership about TMC’s training management system, its relationship to our business, and its role in our tech ecosystem. Propose and drive alternate approaches or the selection and adoption of replacement technology, when needed. Collaborate with internal leaders on Salesforce and Wordpress (and other tech as needed) to: Ensure accurate, complete, and streamlined data and data integrations Design and maintain aligned data systems, policies, and procedures Spot, prevent, and troubleshoot issues Identify opportunities for ongoing learning for the operations team and resolve any errors. Contracting – ~10% Manages overall client contract process for TMC services and products. Ensures consistent contracting practices across TMC and serves as a resource for TMC staff in contract-related matters. Consults with external legal counsel as needed on complex contracting questions. Specific things this person would be doing now Clarifying roles, responsibilities and distribution of work for each of the 3 people on the operations team (including yourself). Working with our web team and Arlo to fix formatting errors on key training registration pages. Developing a new protocol for bulk registration of public training participants from a single organization, ensuring a seamless experience for clients that also meets internal standards. Tracking registration patterns and forecasting training needs to meet demand, use training resources wisely, and meet our budget projections. Leading the process to decide whether we need to replace our training management software (and if so, how and when). Who You Are To be successful in this role, you will contribute to our culture of excellence with heart. More specifically, you will have most of the following: Management Skills: You have demonstrated success in managing a diverse, high-performing, and human-centered team. You are an effective delegator, communicator, and coach for your staff across lines of racial and gender difference. You hold yourself, your staff, and vendors accountable to ambitious goals. You build authentic relationships and communicate clearly and kindly with colleagues—up, down, and sideways. You have experience managing complex projects with multiple stakeholders and collaborating effectively across teams. You can build organizational buy-in for changes to practices or tools, and help people adapt to new ways of doing things. You model a deep commitment to learning and continuous improvement. Demonstrated Track Record of Advancing Racial and Gender Equity: You understand the impact of systemic and implicit biases and inequities related to race, gender, and other identities that can play out in workplaces. You center equity, justice, inclusion, and belonging in all aspects of the work. You proactively spot issues of equity and inclusion in the work and can bring practical solutions by drawing on personal experience combating white supremacy, racism, and other interconnecting systems of oppression. You can name and grapple with how your own identities play out in the work. You create inclusive cultures and develop equitable processes and policies, leveraging your power to lift up those on the margins. Driving Work with Attention to Detail: You bring a passion for making things work well and an ability to sustainably handle a large volume of work with multiple deadlines. You hold a high bar for the accuracy and timeliness of your work, including follow-up and follow-through. You pay close attention to the details without losing sight of the big picture. You track patterns accurately, investigate abnormalities or potential errors to ensure accuracy. You exhibit these qualities without succumbing to perfectionism or false urgency, and you don’t expect that of your colleagues, either! Strategic Thinking and Problem-Solving: You work to understand the connections and interdependencies between systems, and spot ways to make them work better. You deeply empathize with user needs, interests, and experiences, and maintain a consistent orientation toward getting clients or constituents what they need. You use that understanding of client needs to inform a strategic approach to addressing challenges and opportunities. You anticipate both challenges and opportunities, and devise creative and pragmatic, long-term solutions. You exercise discernment and good judgment, particularly about where to invest resources. Data and Technology Skills: You have experience using databases and web-based systems to enter, review, and manage information accurately. You’ve had some exposure to improving or helping shape systems, even if you’re not the technical owner. You approach data and technology with a problem-solving, solutions-oriented mindset and don’t get stuck when something isn’t working—you figure it out or ask the right questions. You’re able to learn new tools quickly (you’ll work primarily in Arlo, but we don’t expect prior experience) and troubleshoot basic issues as they come up. You understand how systems support day-to-day operations and the participant experience. You use tech thoughtfully, without relying on it to replace clear communication or human connection. What Else You Should Know We are an equal opportunity employer, are committed to racial and gender equity, and we make a particular effort to recruit candidates who identify as Black, Indigenous, people of color, and gender non-binary to apply for open positions. We also strive to ensure our hiring process, including the submission of the application, meets your needs. To submit an application to this post, you will need to upload a resume and answer a few questions (using open text and multiple choice answers). If there are accommodations that would help you in submitting the application, please email View email address on click.appcast.io. For accommodations needed during the interview process, we have a section to indicate this in the application (no need to email). The position can be based anywhere in the U.S. and is full-time. This position might involve travel 1-2 times a year. The salary range for this role is between $96,225 to $127,667, with exact salary depending on experience. We aim to offer competitive salaries and benefits and are committed to equity, trust, and transparency in compensation. Basing compensation on someone’s willingness and ability to negotiate or on their prior salary leads to wide inequities and bias in how people are paid, particularly for groups experiencing historical oppression. Therefore, we do not ask for prior pay history from our candidates and our offer-making process is negotiation-free for salaries and benefits. TMC also uses our annual performance evaluation process at the end of each year to determine raises and promotions. We also offer excellent benefits, including (but not limited to): 90% of premiums covered by TMC for employees; 80% covered for spouses, domestic partners, and dependents Life and Long-Term disability insurance and an Employee Assistance Program at no cost to employees Option to enroll in pre-tax health and dependent care flex spending accounts We support staff and loved ones in times of financial hardship through an additional Hardship Fund that staff can access as a wage supplement. An additional 3.5% employer contribution to your retirement fund with no match required $100 per month stipend towards cell phone and internet Generous time off (including 4 weeks of paid vacation for full-time staff) and we close for 2 weeks at the end of the year. *End of description* #J-18808-Ljbffr The Management Center