We’re Hiring

Program Delivery MANAGER - POSITION NOW OPEN

Our small but mighty team is growing once again and we can’t wait to have you join us as our Program Delivery Manager! Interested? Keep reading!

POSITION: Operations Manager (Program Delivery)

COMPANY: Amanda J Daley

REPORTING TO: CEO, Amanda J Daley

LOCATION: Virtual; preference to AEST or NZST time zones or MUST be willing to work Australia hours

START DATE: July 13

APPLICATIONS ACCEPTED THROUGH: 3 July

POSITION OVERVIEW

Amanda J Daley is a leading business mentor for health coaches worldwide. The mission of AJD is to support wellness entrepreneurs and health coaches to get their work out into the world in a way that creates massive impact.

Amanda is looking for a Program Delivery Manager who will work alongside AJD and manage the entire client journey through AJD programs - including project managing the team members to deliver a world-class experience while doing everything possible to support client success. We are looking for someone who is ready to go “all-in” in with AJD and who will enjoy a long term role with our work family.

This role suits someone who is hardworking, loves to coach/teach, provides rave-worthy client service, is highly organized, and loves to work collaboratively to continually improve program delivery. The Program Delivery Manager is responsible for the entire client journey within our company - beginning with assisting in enrolling new clients, onboarding new clients, and managing, coaching, and retaining existing clients.

This includes the upsell process to Level 2 and then supporting the client in the transition, providing ongoing support during their time, and then delivering a positive and seamless offboarding experience.

Our business prides itself on the impeccable delivery of our programs and the first-class experience that we give our clients and prospective clients. We are also committed to ensuring our clients experience solid outcomes during and after their time with us.

The successful candidate will come to work every day, roll up their sleeves and ask ‘How can I support our clients to have the BEST experience with us?’ ‘How could they get even better results?’ ‘How can we improve and streamline our internal systems to provide more ease within the team while delivering a higher quality experience for our clients?’

The ideal Program Delivery Manager will have experience managing a minimum of 100+ clients at any given time. You should also have experience working in launches and a bonus would be previous experience supporting online business coaches. You *must* be able to work Australia hours.

YOU’RE PERFECT FOR AMANDA J DALEY’S TEAM IF YOU:

You have been referred to as a “mother hen” and truly enjoy taking care of people.
You handle all customer concerns and would rarely (or ever) need to escalate those issues to the CEO.
You enjoy managing the billing process and are able to have firm, yet warm conversations with clients.
You have experience with Thinkific or similar learning management systems.
You are able to think strategically about getting client’ results while nurturing them up to the next level.
You are able to be a leader during a launch. You don’t have to haven strong launch knowledge but having the experience working alongside a team during launches is helpful.
You resonate with more of an employee mentality as opposed to building a side business and signing on multiple clients.
You are heart-centered and a grounded team member who loves being “part of the family”.
You have VERY high attention to detail, are extremely organized, and love to develop new systems and processes.
You have a great work ethic, mastered time management, and close the loop on every project.
You are a “people person” and enjoy leading team members and offering your support.
You pride yourself on developing a personal relationship with existing clients so they feel exceptionally cared for.
You have the ability to operate effectively and with grace under pressure.
You are solution-focused. You love to figure out the end result for a task.
You aren’t afraid to “manage up” and share your ideas and feedback.
You hold yourself to high standards to ensure work is done correctly and your time is managed well.
You are proactive - always thinking one step ahead.
You have a strong ability to prioritize, balancing urgency and importance.
You have strong communication skills and a willingness to take constructive feedback.
You are loyal, hardworking, and comfortable in a fast-paced small-business environment where priorities can change quickly.
You are community-minded - building a feeling of belonging within our free and paid groups.
You are tech-savvy and willing to learn the programs and apps used for our program delivery and billing/payment collection.
You have a good level of business knowledge and can contribute to strategies for our advanced clients.

RESPONSIBILITIES

CLIENTS AND PROGRAMS

Responsibility for onboarding new clients - including client support, payment support, and all tasks through the sales + onboarding process.
Responsibility for off-boarding all clients.
Project managing the Programs Delivery tasks + associated team tasks.
Managing Team coaches and ensuring they are equipped to best support the clients as well through the Facebook groups and laser coaching support.
Provide a high-touch coaching experience for clients in our high ticket programs by becoming an expert in our strategies, attending all weekly live coaching calls, tracking their progress, providing strategic feedback, and checking in with them.
Manage and support existing clients by answering their questions, resolving their issues, and building a relationship with them. The aim is to surprise and delight them.
Onboarding new clients and providing a smooth and high-touch experience, minimizing questions, hiccups and therefore any buyers regret in the first month. Tracking their bonuses and ensuring these are delivered in a timely manner.
Managing the task division of client tracking, monthly schedules, uploading course materials, and laser coaching to the membership site across the team coaches to ensure the deliverables are done on time and at a high standard.
Co-hosting coaching calls with Amanda, supporting her and the clients on the call, taking timestamps of questions asked, and writing up post call notes.
Improve client retention by reviewing client experience and satisfaction, tracking when clients are eligible to move into a new program, and offering tailored support when clients are struggling or pulling away from the program.
Collating feedback and insights from customers and feeding it back to the marketing and projects teams.

ADMIN AND OPERATIONS

Reporting on client journey + all program delivery tasks to CEO weekly.
Keep the Program Leads dashboard / CRM organized and up to date.
Maintain the “Client’s Asana Job Cards” and ensure the Client Dashboards are up to date and organized.
Manage dates, commitments, communication etc. to ensure the monthly coaching schedules are organized and distributed to clients. Coordinate any guest mentor calls.
Managing reviews and updates to the existing Program itself. This includes adding new content and modules to the Program, reviewing current materials, and planning ideal customer experiences through guest mentor bookings and directing Amanda on what the client needs most.
Make sure that all SOPs related to the Program, coaching strategies, and best practices are up to date and checked frequently.
Maintaining the SOP Library and Index both in Google Drive and Asana.
Ensuring all Live Calls and additional trainings are uploaded to the appropriate places in the membership site with 24 hours of recording.
Host Critique Calls for the program and providing expert feedback and advice to clients that is aligned with the curriculum.
Managing the renewal process for clients continuing on inside the program / OR off-boarding clients in a timely manner and providing a smooth and positive experience.
Tracking and managing client payments - including weekly tracking, reporting - and client liaison to keep payments on track and defaults to a minimum.
Rounding up reports from all teams (hours, stats, tracking etc) and delivering to Amanda.
Setting up team meetings when required.
Coordinating and running a fortnightly Programs Meeting with Team Coaches and Amanda.
Collecting and documenting testimonials from paying clients.

PAYMENTS

Manage + track collection of payments (daily).
Monitor missed payments and get clients back on track to ensure full payment contracts are met (liaising via email and/or phone where required).
Run manual payments as needed.
Weekly reporting to CEO of payment plan status, defaults, red flags, payments paid off.

PUBLIC COMMUNITY MANAGEMENT

Inbox management - primarily customer support emails.
Strategy for engagement + value in our free Facebook community.
Community engagement in our thriving group in our free Facebook community.
Management of other team members in FB group tasks.
Collecting and documenting testimonials from the free community.

SALES AND LAUNCH SUPPORT (During launches + potential evergreen sales also)

Support the sales process by reviewing applications, preparing acceptance/denial emails, and answering questions from leads in the pipeline.
Email support to answer any questions from potential clients and applicants. Discovery session coordination and follow up as needed. Sales pages updates if needed.
Setup + management of new onboarding.
Setup of sales tracking + coordinating sales.
Extra support across our social media, Facebook group, and email to ensure a positive experience for all participants of the launch and potential clients.
Support in maintaining launch documentation, reporting, and lead tracking throughout the launch process.
Provide insight into the objections, expectations of onboarding, etc to the sales team to ensure a cohesive messaging across the team

TOOLS:

Gmail/G Suite
Asana
Google Drive
Canva
Slack
Facebook

Squarespace
Thrivecart
Thinkific
Active Campaign
Manychat
Airtable

Instagram
Instagram Stories
LinkedIn
Pinterest
YouTube
Leadpages

WANT TO KNOW MORE ABOUT AMANDA J DALEY AND OUR BUSINESS VALUES?