Forum Solutions Manager

POSITION PURPOSE

The Forum Solutions Manager supports the development of business innovation, solutions and processes to assist in the evolution of Forum services at scale and quality growth of peer-to-peer. The focus is on supporting the development and adoption of platforms and solutions that scale the creation of new forums and support the health of these forums, maintaining these platforms and streamlining the backend operations of these platforms.

PRIMARY RESPONSIBILITIES

• Work closely with team supporting users on Forum platforms, serving as first point of escalation, monitor bottlenecks, technical challenges, behaviors and trends, and propose solutions.

• Leverage Salesforce, understand architecture, build workflows and automated reporting, strategically manage queues and leverage salesforce data and features to streamline processes.

• Use Salesforce to track forum engagement, member activity, and operational backlogs.

• Articulate problem statements and enhancements required for the platforms and processes. Collaborate on platform enhancement requests, documenting user pain points into structured recommendations.

• Develop templates to streamline operations and reduce volume.

• Identify operational gaps and challenges to adoption of new platforms and propose new processes and templates for team supporting end users on platforms.

• Monitor KPIs, operations and functionalities of Forum platforms, such as the Forum Hub and MicroForum communities, ensuring support and clarity for team members supporting users of the platforms.  

• Propose innovative workflows and identify gaps in existing ones, focusing on efficiency, effectiveness and scalable solutions.

• Develop training materials and communications to support adoption of current and new platforms.

• Plan and execute pilots to test future enhancements.

• Update and maintain internal documentation and resource libraries.

• Create and manage workflows, reports, dashboards, and queue rules to support the wider Forum operations team.

• Develop presentations to interpret data visually using tools such as Canva and AI voice over.

• Assist in drafting communications, training guides, training calls, and short videos to increase adoption of platform tools.

• Update and maintain internal documentation and resource libraries

SKILLS

• Ability to work collaboratively in a multi-cultural organization with international members, helping them achieve excellence in voluntary roles for YPO initiatives. 

• Excellent interpersonal skills, including strong diplomacy skills with the ability to build meaningful relationships with all levels of associates, members and vendors. Adaptable, insightful, empathetic and reliable. Great sense of humor and humility. 

• Able to maintain discretion and integrity of confidential information. 

• Self-learner, resourceful and able to work independently with initiative and good judgement. Effective time management, organization and prioritization skills with the ability to focus on varied projects simultaneously. 

• Possess a distinct global mindset, sensitive to local and international customs and protocols.  

• Able to identify problems, research alternatives, provide solutions and/or resolve issues in a timely manner. Anticipates member needs and delivers with clarity. 

• Analytical thinker with ability influence and guide processes with appropriate approach and execution. Natural curiosity and desire to learn more; proficiency and interest in applying new technologies and tools. 

• Excellent verbal and written communication skills, with a meticulous attention to detail. Adjusts communication style appropriately to the audience.  

• Professional presence, appearance, and stature to interact easily with YPO members, C-level executives and high-profile corporate leaders. 

EXPERIENCE/BACKGROUND

• 5+ years of experience developing highly effective and complex programs or technology solutions for programs, leading and/or implementing projects to generate efficiency and/or rethink operational models.

• Experience partnering with technology teams in developing these types of solutions, translating business needs for development of innovation.

• Strong proficiency in Salesforce and deep knowledge of Salesforce functions i.e. building workflows and automated reporting, strategically managing queues and leveraging Salesforce data and features to streamline processes.

• Proven experience in supporting, stewarding, and executing multiple stakeholders' deliverables.

• Proven experience with data management, analysis and business intelligence.

• Experience in professional services and/or matrix environment with multiple stakeholder groups/committees and consensus management preferred.

EDUCATION/TRAINING/CERTIFICATION

• Bachelor’s degree or equivalent experience.

• Proficiency with MS Office Suite, with a solid understanding of technology; Experience in light accounting and invoice reconciliation required.

• Proficiency with Canva is highly desirable.

PHYSICAL REQUIREMENTS

• Ability to work flexible and/or extended hours as needed to accommodate members and team members in multiple time zones.

• Ability to work for extended hours at a computer screen.

• Willingness and ability to travel, domestically and internationally, without restrictions, approximately 5-10% per year.

EOE

YPO is an Equal Opportunity Employer. YPO takes pride in supporting a diverse workforce and demonstrates this through its policies and practices. YPO does not discriminate in recruiting, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.