Manager, Business Process

Washington, DC
Sep 30, 2022
Oct 30, 2022
Full Time

AARP Foundation works to end senior poverty by helping vulnerable people over 50 build economic opportunity. Our approach emphasizes equitable outcomes for populations that have faced systemic discrimination. We serve all people 50 plus and their families. Through vigorous legal advocacy and evidence-based solutions, and by building supportive community connections, we foster resilience, advance equity and restore hope.

The Manager, Business Process will determine process opportunities to increase efficiencies for the Tax-Aide program, which is the organization's largest program serving 2.6 million individuals through more than 25,000 volunteers. This will be done through business process review, data analysis, best practice identification, and system enhancements and implementation. Leads the development and management of two key technology solutions for the Tax-Aide program - the Volunteer Portal and Zendesk. This role will supervise a small team of staff and will be the liaison for the Tax-Aide National Operations Committee which is comprised of volunteers.


  • Ensures effective management of all operational areas, including compliance with program policy, procedures, performance, and government regulations as needed.
  • Identifies, investigates, analyzes, and recommends alternative solutions to a wide range of operational, management, and administrative actions/problems.
  • Manages program/department assets and budgets.
  • Develops and manages a high performing team of people managers and individual contributors.
  • Analyzes and directs program resource planning, business requirements and needs assessments, including the operating system, software, and hardware, security and core infrastructure services.


  • Bachelor's degree and 10+ years of experience leading and or implementing efficiencies across programs.
  • 5+ years of supervisory experience and leading teams
  • Salesforce Systems Administrator certification required.
  • Experienced in the development and management of centralized knowledgebase, ticketing system, support structure and teams.
  • Experienced with supporting large organizations with development and execution of operational process changes.
  • Proven track record in project planning skills, presentation skills, interpreting and analyzing complex data, and problem identification and solving.
  • Preference to take on responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
  • In-office environment with the ability to work effectively surrounded by moderate noise.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.