Director, Development Operations: Training & Documentation

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Publicado há 28 dias


For almost 50 years, Covenant House has served and advocated for youth and young families experiencing homelessness, human trafficking, and exploitation. Our overarching goal is to end homelessness among youth and young families by helping them achieve housing stability, heal from trauma, tap into their innate resilience, and hone their interests and skills to forge new pathways to independence. This work is carried out across Covenant House sites in 31 cities in the US, Canada, Mexico, Guatemala, Honduras, and Nicaragua.

Primary Responsibilities

In support of Covenant House’s goal of becoming a data-informed learning organization, the Director, Development Operations: Training and Documentation will manage staff training regarding the continued implementation and use of our Constituent Relations Management (CRM) data solution, which is used across Covenant House International (CHI) and a growing number of its sites, and a suite of collaborative project management tools used at CHI. This position is responsible for: 

  • Creating, administering, and managing the training plan for an audience that includes professionals focused on all aspects of fundraising, marketing, and outreach across multiple channels
  • Building the library of content to support learning in a variety of mediums including instructor lead live courses, recorded instruction, written materials, and demonstrations
  • Gathering evaluations and feedback relevant to continuous improvement of training materials, user adoption of these platforms, and staff engagement in pursuit of shared objectives

Key Responsibilities & Job Duties

Specific duties and responsibilities of the Director include but are not limited to:

  • Documenting CRM utilization policies, protocols, procedures, data definitions, and expectations for adoption, and sharing these with end users
  • Leading change management related to data entry protocols, with a distinct implementation road map for each technology platform and each site as necessary
  • Developing a training curriculum for each technology platform that supports and promotes user adoption of the most business-critical tools
  • Serving as the primary trainer for each curriculum; identifying subject matter experts and supporting their growth as peer trainers using approved curriculum materials
  • Collaborating with department leads at CHI and sites to promote user adoption, accountability, and data quality measurements among their staff

Knowledge, Skills & Abilities

  • Exceptional written, verbal, and presentation skills
  • Solid understanding of the requirements of curriculum development and course material creation
  • Robust grasp of the principles of technical writing and a proven ability to implement them
  • Strong customer service abilities and mindset
  • Ability to manage multiple projects simultaneously with a high degree of accuracy and attention to detail
  • Bilingual (English/Spanish) or experience teaching in English as a Second Language (ESL) environment strongly preferred
  • Training and/or user experience with the following platforms is strongly preferred: NGP VAN’s EveryAction CRM, DonorDrive peer to peer fundraising software, Asana project management web interface, Google For Nonprofits suite, Microsoft Teams

Minimum Experience & Education

  • B.A. or B.S. required
  • Minimum of five (5) years experience with designing and delivering training for a diverse, adult, professional audience
  • Nonprofit experience preferred

Key Words

  • Training, Teaching, Adult Education, Performance Support
  • Documentation, Information Management, Learning Materials
  • Constituent Relationship Management, CRM, EveryAction, NGP VAN
  • Project Management Software, Asana

Our Community

Our critical mission demands that we have all voices at the table. A team of diverse people, perspectives, and experiences is smarter, stronger, and more effective for our young people. At Covenant House, every team member is valued, respected, heard, and supported, and we welcome honest and courageous self-reflection on any aspects of our work that are based on biased or outdated viewpoints. We deliberately create opportunities for our staff to grow and thrive. 

Covenant House International is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: CHI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CHI are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, sex, sexual orientation, gender identity, national origin, veteran status, family or parental status, disability status, or any other status protected by the laws or regulations in the locations where we operate. CHI will not tolerate discrimination or harassment based on any of these characteristics and encourages all qualified applicants to apply. If you are fun, dynamic, and hardworking, come join our awesome international team in an organization with a heart! 

Covenant House is a vaccinated employer. As such, prospective new hires will be required to provide proof of vaccination or be willing to receive the COVID-19 vaccination by date of hire to be considered. Our offices are located in Manhattan, however, this position will be remote for the foreseeable future.


For almost 50 years, Covenant House has served and advocated for youth and young families experiencing homelessness, human trafficking, and exploitation. Our overarching goal is to end homelessness among youth and young…

Resumo dos Detalhes

  • Comprometimento de Tempo
    Carga Horária Integral
  • Educação
    Ensino Superior Requerido
  • Nível profissional


Medical, Dental, Vision.

Medical, Dental, Vision.


Temporariamente Remoto
O trabalho pode ser executado em qualquer lugar de Estados Unidos
Local Associado
5 Penn Plaza, New York, NY 10001-1810, United States
3rd Floor

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