Director, Benefits Access

Employer
AARP
Location
Washington, DC
Posted
Sep 07, 2022
Closes
Oct 07, 2022
Ref
3395
Industry
Nonprofit
Hours
Full Time
Overview

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 Benefits Access team works to drive older adult participation in a range of safety net and worker benefit programs with the goal of increasing financial security. We do this by raising awareness of programs, easing enrollment barriers and maximizing the length of time and amount of benefits received. We take a user experience, human-centered design approach to solution development and fund innovative, evidence-based solutions implemented by community-based organizations in addition to developing our own AARP Foundation offerings.

As the Director of Benefits Access, you will lead and influence a team of program managers and are responsible for the successful implementation of the Benefits Access roadmap, a multi-year strategic plan guiding program investment, engagement models and exploration activities. You will be responsible for a complex portfolio of work and manage a multi-million-dollar budget with active grants in more than a dozen states. You will serve as a thought partner to management in shaping the long-term strategy and to each team member as they grow the scope, scale and impact of their respective programs. You will guide new initiatives and innovation efforts and liaise with colleagues across the organization to improve processes and achieve AARP Foundation goals around equitable outcomes. You will help to socialize the vision and work of the team internally and externally to build support, identify new collaboration opportunities and secure funding for new programmatic investments.

Responsibilities

  • Develops, executes, and implements new engagement programs that align with the organization's goals and objectives. Lead the development and implementation of large scale, systemic and sustainable solutions. Sets strategies, identifies opportunities, and develops and implements projects and programs to support and market to the community.
  • Manages and analyzes voice-of-the-customer (VOC) data using industry VOC platforms to understand member experience delights and pain points. Utilizes human-centered design techniques, such as journey mapping, concept development, customer validation, and iterative testing to understand customer experience needs and to develop and implement new experience solutions. Designs and implements programs, services, products, and/or interactions that are part of a customer's experience.
  • Leads the planning and orchestration of frequent and ongoing delivery to customers of highly-visible programs in virtual (online and call center) and in-person settings. Tasks include program selection, scheduling, staff assignments, and program performance tracking and reporting.
  • Advises individuals and teams on how to best utilize tools to drive better outcomes for projects and teams. Provides direction and input into strategic planning including management, monitoring and updating objectives, strategies and action plans. Conducts staff planning, hiring, management, and coordination.
  • Collaborates with cross-functional teams on strategic business unit objectives. Identifies opportunities for efficiencies in organizational processes or programs and resolves challenges to optimize results. Manage relationships with key stakeholders including external funders, partner organizations, and leadership and staff of different internal disciplines required to plan and deliver programming
  • Organizes, problem solves, raises issues, and integrates initiatives, solutions, and actions for management. Acts as a liaison to resolve problems and to ensure successful implementation of company initiatives.
  • Establishes and improves systems related to program quality, metrics tracking, program personnel scheduling and assignment, and budget planning and management.

Qualifications

  • Bachelor's degree in public policy, business, design or related discipline required and 8+ years of experience in social enterprise or program development.
  • Strong familiarity with one or more safety net (e.g., SNAP, Medicaid/MSP, TANF), worker benefit (e.g., paid family leave) or consumer debt programs (student loan repayment) a plus.
  • Experience managing a high-performing team including leading and developing staff with an emphasis on fostering team cohesion and a strong culture of mutual respect and collaboration.
  • Strong project management and planning skills, along with high attention to detail.
  • Ability to thrive when managing concurrent priorities, tight deadlines and multiple stakeholders.
  • Experience applying a person-centered design approach to problem-solving and program or service development.
  • Excellent written and verbal communication skills; ability to produce high-quality reports and presentations.
  • This position works in an open-space office environment and the ability to work effectively surrounded by moderate noise is required.

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.

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