Deputy Director, User Support

Career Opportunity

Deputy Director, User Support

California, Remote

Posted: 6/24/22

The California College Guidance Initiative (CCGI) is looking for a user support professional to lead the day-to-day operations of the specialized team that provides virtual, individualized support to a diverse group of users utilizing CaliforniaColleges.edu with K-12 students.

The California College Guidance Initiative streamlines the college planning and application process for California students and helps colleges access the information they need to inform key decisions about admission, first-year academic placement, financial aid, advising, and supportive services. The Deputy Director, User Support will provide strategic leadership to User Support and Training Managers who resolve help tickets that require troubleshooting Californiacolleges.edu issues, responding to questions, and fulfilling requests related to the college and career exploration tools, resources, and curriculum.

The ideal candidate is a collaborative leader who has a knack for problem-solving, knowledge of user support best practices, and implementing streamlined processes for help ticket management. They should have knowledge and/or interest in supporting the needs of students, educators, and parents. To be successful in this role, you must be able to collaborate with other subject matter experts on a project-management basis.

We work to solve large scale, system-level problems. You must be comfortable working with unknowns and ambiguous solutions, as well as passionate about promoting public education and advancing educational equity.

What Will You Be Doing?

      • Leading and empowering a team of User Support and Training Managers who:
        • Investigate and resolve user issues on general CaliforniaColleges.edu functionality.
        • Triage nuanced CaliforniaColleges.edu functionality user issues to the appropriate specialized teams.
      • Iterating instructional guides and resources related to CaliforniaColleges.edu functionality and access.
      • Maintaining high standards for the tracking and visualization of data in Salesforce so that it can be used to drive decision making.
      • Improving the User Support team’s internal processes for help ticket management and resolution.
      • Develop and maintain protocols that ensure the User Support division functions efficiently.
      • Model giving and receiving feedback via a non-violent communication model to improve team performance and work product.

What Technical and Leadership Skills Do You Need?

      • Experience investigating and troubleshooting user issues.
      • Minimum of two (2) + years of experience coaching and managing the work of a small team.
      • Ability to gather, analyze, synthesize, and present both quantitative and qualitative information effectively.
      • Experience with Salesforce preferred, or similar Customer
      • Relationship Management tool.
      • Bachelor’s degree required.

What Intangibles Do You Need?

      • Strong decision-making skills and collaborative spirit, with the ability to take abstract brainstorming and generate concrete proposals for action.
      • Advance projects without detailed supervision, balancing multiple responsibilities and providing colleagues with actionable proposals for advancing collective efforts.
      • Commitment to coaching and mentoring a team by providing and receiving direct feedback, modeling vulnerability, and leading with professionalism and kindness.
      • Thrive in a fast-paced environment with changing priorities and deadlines.
      • Juggle multiple projects of various scopes with ease and grace.
      • Meticulous attention to detail.
      • Excellent verbal communication skills and the ability to communicate with various levels of professionals.

More about the Technical Assistance and User Support & Training Team

The team is composed of individuals, working remotely across California, that support K-12 school districts’ data quality improvement efforts through virtual training and providing responsive assistance to educators, students, and families who utilize the CaliforniaColleges.edu platform. Not all of us have a background in teaching or education, but we believe in continuous learning, are deeply self-motivated, and have a personal connection to the organizational mission around student equity.

Those who thrive here exhibit a growth mindset, are interested in improving and/or building their skill sets and are willing to take initiative to learn more. This role reports to the Director, User Support.

More about CCGI

The California College Guidance Initiative (CCGI) works to ensure that all 6th-12th grade students in California have access to a systematic baseline of guidance and support as they plan, prepare, and pay for postsecondary education and training.

This baseline is provided by CaliforniaColleges.edu, which provides California students and educators with a wide range of college and career planning information and tools. The site also houses, audits, and transmits student data to help ensure more accurate and efficient decisions regarding admissions, financial aid, and course placement. CCGI provides technical assistance, support, and training to K-12 school districts in order to support students, counselors, and parents with the systematic use of CaliforniaColleges.edu, including its transcript-informed tools.

CCGI forms the core of the college planning and application tools in California’s newly-launched Cradle-to-Career System. Over the next few years, the Cradle-to-Career System will scale CCGI so that all California 6th-12th grade students can have free access to our transcript-informed tools.

CCGI is a positive, diverse, and supportive culture. At our core, we prioritize the needs of students above all else.

Everyone at CCGI works remotely. We are all located in various parts of California. We rarely meet in person. Instead, we make use of tools, such as ZOOM, Slack, and Salesforce, to communicate and document our work.

CCGI is housed at the Foundation for California Community Colleges but is an autonomous initiative with its own mission, goals, and leadership team.

The application process will be open until the position is filled.

The Foundation for California Community Colleges is committed to providing an environment of mutual respect where equal employment opportunities (EEO) are available to all employees and applicants without regard to race, color, ancestry, national origin, genetic characteristics, sex, gender identity, gender expression, sexual orientation, marital/parental status, political affiliation, religion, age, disability, pregnancy, childbirth, breastfeeding or veteran status. In addition to federal law requirements, the Foundation for California Community Colleges complies with applicable state and local laws governing non-discrimination in employment.

As the official nonprofit auxiliary to the Chancellor’s Office, we aim to ensure our team reflects the diversity of the California Community Colleges and the 2.1 million students, campuses, and communities it serves. Individuals are hired for their deep understanding of each population’s unique needs and will join a collaborative environment where each team member plays an important role in helping Californians across all communities improve their social and economic mobility and build a better future for themselves and their families.

Contact

If you have questions about CCGI career or RFP opportunities please contact us.