Program Manager – Hardware Programs
Program Manager – Hardware Programs
Full-Time, Exempt position
(For U.S. roles, TechSoup only hires from the following states: Alabama, Arizona, California, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Mississippi, Missouri, Montana, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Texas, Tennessee, Utah, Virginia, Washington D.C., Washington, Wisconsin)
We believe in using technology for the greater good.
We’re a fully remote, diverse team, working from all parts of the world. We invite you to join us in our mission to build a dynamic bridge that leverages technology to enable connections and innovative solutions for a more equitable planet.
TechSoup is a global nonprofit social enterprise that connects NGOs with mission-critical resources worldwide. For over 30 years, we’ve been building partnerships with individuals, corporations, nonprofits, and governments across the globe. Together, we are committed to helping organizations grow via our unifying technology platform, resources, and connections. Those organizations, in turn, build a brighter future for tens of millions of people. We serve both the smallest and largest nonprofits around the world through sustainable, low-cost, self-service offers delivered at scale. To date, we have enabled more than 1.4 million organizations in over 230 countries and territories receive technology tools, resources, and funding with a retail value of more than $19.1 billion. We are constantly evolving.
As technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits have the resources they need to build a brighter future for their communities.
We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join our global team.
About the Team
TechSoup’s Hardware Programs team is responsible for managing and growing a portfolio of donation and discount hardware offers both as stand-alone offers and as solution bundles together with software, services, and learning. The team manages and runs global programs and is responsible for creatively growing the scope and scale of available offers, implementing new process and operational improvements, and meeting both strategic impact objectives and revenue goals.
The team provides technology solutions that help civil society organizations to succeed in accomplishing their missions by creating relevant and value-added offers via sustainable pricing. Collaborating with corporations, manufacturers, vendors and donors, Hardware Programs team members help to build technology capacity among nonprofits across the globe.
About the Role
The Program Manager is a management role on the Hardware Programs team requiring a proven track record of developing and monitoring operations for multiple programs at a fast-paced, evolving nonprofit organization. Managing relationships with internal and external stakeholders is a key component of this position. The role focuses on designing programs, implementing offerings and solutions, and supervising day-to-day program operations. Responsibilities include management of financials; streamlining and overseeing products and pipeline; acting as the primary point of contact with corporate and nonprofit partners and donors; and working with the Director to develop business and market strategies, financial models, and operations guidelines.
This position reports to the Director of Hardware Programs.
Duties and Responsibilities
Program Managers are expected to manage and be responsible for all aspects of assigned program(s) within the Hardware Programs team, including, but not exclusive to, the following duties and responsibilities.
Partner Relationship Management
Develop and foster strong and excellent relationships with all stakeholders, including provider partners, external consultants, internal teams and individuals to ensure alignment on vision, strategy and goals for program(s).
Serve as the main point of contact for provider partners and demonstrate expertise in their overall business, hardware product, and philanthropic offerings.
Analyze competitive landscape for use in partner negotiations. Conduct market research and study industry trends as well as program and product performance to develop and refine offerings.
Regularly meet with partners to define and realign goals, address issues, and enhance performance.
Monitor publicly available information on partners and monitor changes to their business, their sector, and influencers that impact their organization or program with TechSoup.
Work with partners to improve existing offerings by continuously assessing information and anticipating needs.
Leads and facilitates meetings to ensure all stakeholders are informed of program progress, challenges, and deliverable status Follows-up with action items to drive projects to completion.
Collaborate with internal and external stakeholders to ensure decisions are made in a timely manner. Seeks prompt assistance from Director or Sr. Manager to resolve complex problems to meet deliverables, keeping the program on track.
Assist Director in developing new philanthropic offerings or programs to drive program growth and expansion.
Demonstrate a high level of responsiveness to Partners, ideally responding to inquiries on the same day or within 24 hours.
Program Management: Planning & Monitoring
Define and execute workplan with clear deliverables and associated deadlines for operations such as product offering development, financial forecasting and monitoring, maintaining B2B eCommerce platform, and marketing. Identify program issues and propose solutions and improvements.
Develop, manage, and monitor revenue goals for each program in a proactive manner. Create accurate program budgets and support allocations by detailing assumptions.
Support Director and/or Sr. Program Manager to define key performance indicators or other performance metrics to measure progress.
Program Management: Operations & Enhancements
Make timely updates and modifications to existing products and associated content.
Offer creative solutions to drive program participation and implement changes to meet strategic goals.
Assist Director or Sr. Program Manager in writing and revising viable Service Level Agreements related to your program(s) or other documentation to set expectations.
Assist Director or Sr. Program Manager in content development.
Support the Director in conducting surveys, market research, and pricing analysis required to understand market trends, enhance offers, and contribute to the development of pricing terms and models for donated and discounted products.
Expand and grow hardware and solutions offers to the TechSoup Global Network by thinking critically about success factors and collaborating with TSGN partners.
Streamline current processes, including using automation to increase operational efficiencies and effectiveness, to reduce TechSoup costs and improve customer and partner experience with TechSoup.
Program Management: Reporting
Report on overall program details and financials monthly, quarterly, and annually in a timely and consistent way.
Provide weekly, monthly, quarterly updates on program accomplishments and areas for improvement in a concise and clear way.
Collaboration with TechSoup Internal Staff
Demonstrate a high level of responsiveness when collaborating with or responding to internal team members and TSGN Partners on items such as requests for information, updates or additions to products and solution offers, and changes to and/or problems with fulfillment. Acknowledge emails promptly within 24 hours and respond to questions quickly and completely.
Collaborate with TSGN, finance, implementation, marketing, technology, legal, and other internal teams on a regular basis.
Work with finance and reporting team members to ensure program financials are accurately reflected across platforms. Reconcile differences or inaccuracies in a timely fashion.
TechSoup Nonprofit Customer Engagement
Address customer support issues and escalations comprehensively to ensure customer satisfaction and retention.
Engage new and existing program participants through targeted outreach, employing business insights, historical customer behavior, sector purchasing patterns, and state-of-art marketing approaches.
Share best practices with Hardware Programs’ team members and assist the Director with team-wide tasks.
Collaborate with an operations specialist by dividing responsibilities, tracking progress, providing feedback, sharing training and development opportunities, and creating an inclusive and harmonious work environment.
Collaborate with Director to address critical and complex issues, escalating as needed.
Assist with onboarding and training of new team members.
Adapt to new or additional responsibilities as the needs of the program and those of the overall Hardware Programs team change.
Deliver on special projects as needed.
Excellent management and organizational skills with the capacity to define and deliver on program and project deadlines.
Strong analytical aptitude and problem-solving orientation. Ability to identify risks and resolve complex issues.
Commitment to accuracy and consistent attention to detail.
Skilled at defining, designing, and implementing business and operational processes.
Excellent teamwork skills with a commitment to collaboration with internal and external stakeholders. Ability to communicate and collaborate effectively with a broad range of constituents, including executives, senior management, technology teams, business teams, as well as partners, donors, and NGO recipients.
Highly developed communication skills with a sophisticated audience, both in written and verbal communications. Ability to effectively understand and communicate complex, nuanced information, including programmatic and legal information.
Seasoned interpersonal skills and desire to build goodwill.
High degree of professionalism and a positive attitude.
Global orientation and international experience desirable.
Willingness to occasionally work non-standard business hours to accommodate time-zone variances.
Experienced in training and mentoring operations and deployment teams as well as customer service professionals.
Minimum of 3 years of substantive work in a role such as project/program management.
Bachelor’s degree or equivalent preferred.
Sedentary work that primarily involves sitting/standing.
Remaining in a stationary position, often standing, or sitting for prolonged periods.
Communicating with others to exchange information.
Assessing the accuracy, neatness and thoroughness of the work assigned.
Light work that includes moving or lifting objects
Please select this position’s primary location (Select only one)
X Remote/Home Office
Promote Trust: We listen to and learn from each other. We practice openness, collaboration, fairness, and sharing for the greater benefit of all.
Show Courage: We step forward to create an open dialogue about complex issues and work together to forge ahead.
Be Resourceful: We are problem solvers and constantly aim to find creative solutions to get the job done.
Strive for an Equitable Planet: We are devoted to fostering respect, inclusion, and tolerance.
Be Relevant: As global citizens in the changing landscape, we strive to better serve our communities, our colleagues and stakeholders, and the world at large.
Inspire: We innovate and find new ways to create impact, to inspire, and to engage others.
TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.
The base salary range for this full-time remote position is $50,000-$70,000 plus benefits. TechSoup determines salary ranges based on role, level, and location. The range reflects the minimum and maximum targets for new hire salaries for the position across all US locations. Individual pay is determined by location and other factors, including job-related skills, experience, relevant education or training, business needs, and market demands. TechSoup offers a comprehensive benefits package, including medical, dental, vision, retirement, and other perks.