Work Hours: This role supports Regions across multiple global time zones and requires recurring work outside standard USA business hours (early mornings, evenings, and occasional weekends as needed).
Position Summary: The Partner Services Success Coordinator – Regions is accountable for executing the regional success plan across Unity’s domestic and international Regions. The Director of Partner Services sets the annual plan, priorities, targets, and success measures; this role ensures consistent execution through structured enablement, operational support, and performance management.
Core execution areas include:
- Execute the Director’s Regional Portal adoption plan (Circle Portal) to drive measurable utilization and satisfaction.
- Operationalize the Director’s Pod/Chapter rollout plan by enabling Regions to establish and scale Pods/Chapters for their constituents.
- Implement the Director’s governance enablement plan and leadership operating rhythm (cadence, templates, decision hygiene, role clarity).
- Run Regional performance tracking (vitality + engagement) and escalation management through dashboards, issue logs, and cross-team resolution.
This role helps ensure Regions are equipped to be successful, adopt the Portal, establish Pods/Chapters, strengthen governance, and expand Unity globally.
Regions in Scope:
This role provides support for the following Regions:
- USA Eastern Region
- USA Northwest
- USA West Central
- USA Great Lakes
- USA South Central
- USA Southeast
- Africa Region
- Australasia Region
- Canada Region
- UK & Europe Region
- South America Region
- Pacific Rim Region
- Puerto Rico Region
- Caribbean Region
Essential Job Functions:
- Regional Partner Management (Service Delivery + Relationship Management)
What you do:
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- Execute the Director’s regional engagement plan (touchpoints, office hours, communications, and escalation pathways).
- Own the support relationship for Regional Boards and leadership teams; maintain consistent engagement across all Regions in scope.
- Maintain a regional support plan, request queue, and issue/escalation log (system of record).
- Provide coverage across global time zones, including non-standard USA hours, to meet regional needs.
Measurable outputs:
-
- Engagement cadence achieved: 90% or more of scheduled regional touchpoints completed monthly/quarterly (per plan).
- Response SLA:
- Acknowledge inbound requests within 1 business day (region-local business day where feasible).
- Provide resolution or next step plan within 5 business days for standard requests.
- Escalation triage SLA: High-priority escalations triaged within 2 business days with an owner and action plan assigned.
- Case management hygiene: 95%+ of requests logged with status, owner, due date, and outcome.
- Portal Enablement (Execution of Circle Portal Adoption Plan)
What you do:
-
- Execute the Director’s Regional Portal adoption plan (training, enablement, follow-ups, job aids).
- Train regional leaders on Portal navigation and workflows; ensure Regions can self-serve core resources and dashboards.
- Capture Portal pain points, translate them into clear requirements, and submit prioritized enhancement requests to Partner Services leadership.
Measurable outputs:
- Portal onboarding completion: 80% or more of targeted regional leaders complete Portal onboarding within 60 days of assignment/start.
- Active usage: 70% or more of Regions show monthly Portal activity by at least 2 distinct leaders (or agreed proxy metric if tracking differs).
- Support ticket deflection: Reduce repeat “how-to” requests by 20% over 2 quarters via job aids + trainings.
- CSAT: Average 4.3/5 (or higher) on quarterly regional support survey for Portal support.
- Enhancement quality: 90% or more of submitted enhancement requests include problem statement, impacted users, urgency, and suggested solution.
- Pod / Chapter Establishment & Scaling (Execution of Regional Rollout Plan)
What you do:
- Operationalize the Director’s Pod/Chapter rollout plan by enabling Regions to establish, onboard, and scale Pods/Chapters to their constituents.
- Provide and maintain a standardized enablement pathway (checklists, templates, onboarding steps, readiness checks, activation milestones).
- Partner with the Ministries & Credentialed Leaders Coordinator to align credentialing and transition pathways.
Measurable outputs:
- Plan execution rate: 85% or more of planned rollout actions delivered on time each quarter (per Director roadmap).
- Time-to-onboard: New Pods/Chapters complete the standard onboarding checklist within 30–45 days of entry (target depends on complexity).
- Activation throughout: Support X new Pods and Y new Chapters per quarter (targets set annually by the Director).
- Milestone completion rate: 75% or more of onboarded entities achieve agreed “first 90-day milestones” (e.g., governance setup, meeting rhythm, Portal adoption, baseline reporting).
- Retention/continuity: 85% or more of newly activated Pods/Chapters remain engaged at 6 months (engagement definition set by Partner Services leadership).
- Governance & Leadership Operating Rhythm (Implementation Enablement)
What you do:
- Implement the Director’s governance enablement plan and UC&L-aligned “starter kit” (templates + SOPs).
- Coach regional leaders on operating rhythm: agendas, minutes, decision logging, role clarity, and follow-through.
- Improve regional execution predictability by implementing lightweight, repeatable governance practices.
Measurable outputs:
- Governance baseline achieved: 80% or more of Regions have the following within 120 days:
- defined leadership roles,
- documented meeting cadence,
- decision method documented,
- minutes archived.
- Operating rhythm compliance: 70% or more of Regions submit basic monthly updates (or quarterly—set by Director plan).
- Issue recurrence reduction: Reduce recurring governance-related escalations by 15% over 2 quarters through standard tools and training.
- Global Cohesion & Cross-Region Learning (Knowledge Transfer)
What you do:
- Deliver cross-region learning exchanges as defined in the Director’s annual enablement plan.
- Maintain a lightweight playbook of effective practices, templates, and repeatable workflows that work across cultures and contexts.
Measurable outputs:
- Learning exchanges delivered: 1–2 structured cross-region sessions per quarter (topic-based).
- Resource reuse: At least 10 Regions per quarter adopt/reuse shared templates, trainings, or playbook resources.
- Best-practice capture: Publish 2 short case studies per quarter (what worked, measurable outcomes, replicability).
- Events & Activations (Operational Coordination)
What you do:
- Operationalize the regional events/calls calendar in partnership with internal teams (Partner Services Admin, UWH Events as applicable).
- Ensure each event has objectives, target participants, agenda, facilitation plan, and follow-up actions.
Measurable outputs:
- Event execution: Deliver X events/calls per quarter with documented agenda + outcomes.
- Attendance rate: Achieve 60% or higher attendance of invited leadership (or target set per event type).
- Follow-through: 80% or more of events produce post-event notes and action items within 5 business days.
- Story + Data Intelligence (Reporting, Dashboards, Decision Support)
What you do:
- Maintain the regional performance dashboard as the system of record for vitality/engagement indicators and escalation trends.
- Collect stories and measurable indicators that support UC&L, leadership visibility, and UWH Marketing storytelling needs.
Measurable outputs:
- Reporting cadence: Monthly/quarterly dashboard published on time 95% of the time.
- Data completeness: 85% or more of Regions represented with current data each cycle (or documented exceptions).
- Insight-to-action: Deliver 3 actionable recommendations per quarter to the Director (based on data + field feedback).
- Stakeholder Management & Internal Coordination (Clean Handoffs)
What you do:
- Coordinate with Partner Services Administrator, Ministries/Credentialing, Education and Youth & Family, UWH Marketing, and other stakeholders as required.
- Ensure clean handoffs and that Regions receive consistent answers, timelines, and outcomes.
Measurable outputs:
- Cross-team handoff quality: 90% or more of handoffs include context, desired outcome, timeline, owner, and documentation link.
- Cycle time: Reduce “stuck” requests (> 30 days with no progress) to <10% of open items.
Quantified Outcomes:
Within 6-12 months, success is evidenced by:
- Plan execution: 85% or more of quarterly Director priorities delivered on time, with documented outcomes.
- Regional support performance: SLAs met; satisfaction 4.3/5 or higher; reduced repeat issues.
- Portal adoption: Majority of Regions active monthly; onboarding completion meets/exceeds targets.
- Growth: Increase in Pods/Chapters established and retained; improved onboarding cycle time.
- Governance maturity: Regions operating with consistent cadence and documented basics.
- Global expansion enablement: Measurable engagement across international time zones; improved participation across international Regions.
- Leadership visibility: Reliable dashboards and escalation process; improved predictability and fewer unresolved issues.
Qualifications
Experience:
- Ordained Unity Minister or Licensed Unity Teacher (required).
- Minimum of 3 years of leading or supporting multi-site, multi-region, or cross-cultural programs.
- Demonstrated experience implementing operating rhythms (cadence, agendas, decision tracking, follow-through).
Skills:
- Comfort with systems/tools: Microsoft 365, Teams, CRM/ticketing workflows, dashboards, and digital learning platforms.
- Proven ability to manage high-volume coordination work (multiple regions, parallel workstreams).
- Ability to reliably support Regions across global time zones, including recurring work outside standard USA business hours.
Competency Statement(s):
- Program management: planning, tracking, prioritization, risk escalation.
- Change enablement: training, adoption, stakeholder follow-up, reinforcement.
- Clear writing: templates, SOPs, job aids, concise summaries.
- Data fluency: interpret adoption and engagement indicators; communicate insights and actions.
- Stakeholder management: cross-functional coordination and accountability without authority.
Physical and Mental Requirements:
N/A Not Applicable Activity - Not applicable to this occupation
O Occasionally Position requires this activity up to 33% of the time (02.5+ hrs/day)
F Frequently Position requires this activity up to 33% of the time (02.5-5.5+hrs/day)
C Constantly Position requires this activity more than 66% of the time (5.5+ hrs/day)
C Indoor Work
N/A Outdoor Work
N/A Excessive Noise/Decibels
C Sitting/Workstation
C Use of Hands/Fingers
O Climb - Stairs/Ladders
O Lifting 20 Max lbs.
N/A Traveling outside campus
O Carry 20 Max lbs.
O Reach: Overhead/Forward
N/A Exposure to Hazards
N/A Push/Pull Equipment
N/A Exposure to Temperatures
C Read/See
F Standing/Walking
C Talk/Communicate
O Stoop/Kneel/Crouch/Crawl
N/A Taste/Smell
C Operate Computer
N/A Operate Company Vehicles
N/A Personal Protection Equipment
F Operate Company Equipment: Electronic devices, fax, telephone, scanner, copier
Work Environment: Office and virtual environment
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
