Regions Success Coordinator

Work Hours: This role supports Regions across multiple global time zones and requires recurring work outside standard USA business hours (early mornings, evenings, and occasional weekends as needed).

Position Summary: The Partner Services Success Coordinator – Regions is accountable for executing the regional success plan across Unity’s domestic and international Regions. The Director of Partner Services sets the annual plan, priorities, targets, and success measures; this role ensures consistent execution through structured enablement, operational support, and performance management.

Core execution areas include:

1. Execute the Director’s Regional Portal adoption plan (Circle Portal) to drive measurable utilization and satisfaction.
2. Operationalize the Director’s Pod/Chapter rollout plan by enabling Regions to establish and scale Pods/Chapters for their constituents.
3. Implement the Director’s governance enablement plan and leadership operating rhythm (cadence, templates, decision hygiene, role clarity).
4. Run Regional performance tracking (vitality + engagement) and escalation management through dashboards, issue logs, and cross-team resolution.

This role helps ensure Regions are equipped to be successful, adopt the Portal, establish Pods/Chapters, strengthen governance, and expand Unity globally.

Regions in Scope:

This role provides support for the following Regions:

• USA Eastern Region
• USA Northwest
• USA West Central
• USA Great Lakes
• USA South Central
• USA Southeast
• Africa Region
• Australasia Region
• Canada Region
• UK & Europe Region
• South America Region
• Pacific Rim Region
• Puerto Rico Region
• Caribbean Region

Essential Job Functions:

• Regional Partner Management (Service Delivery + Relationship Management)

What you do:

• • Execute the Director’s regional engagement plan (touchpoints, office hours, communications, and escalation pathways).
  • Own the support relationship for Regional Boards and leadership teams; maintain consistent engagement across all Regions in scope.
  • Maintain a regional support plan, request queue, and issue/escalation log (system of record).
  • Provide coverage across global time zones, including non-standard USA hours, to meet regional needs.

Measurable outputs:

• • Engagement cadence achieved: 90% or more of scheduled regional touchpoints completed monthly/quarterly (per plan).
  • Response SLA:
    • Acknowledge inbound requests within 1 business day (region-local business day where feasible).
    • Provide resolution or next step plan within 5 business days for standard requests.
  • Escalation triage SLA: High-priority escalations triaged within 2 business days with an owner and action plan assigned.
  • Case management hygiene: 95%+ of requests logged with status, owner, due date, and outcome.

• Portal Enablement (Execution of Circle Portal Adoption Plan)

What you do:

• • Execute the Director’s Regional Portal adoption plan (training, enablement, follow-ups, job aids).
  • Train regional leaders on Portal navigation and workflows; ensure Regions can self-serve core resources and dashboards.
  • Capture Portal pain points, translate them into clear requirements, and submit prioritized enhancement requests to Partner Services leadership.

Measurable outputs:

• Portal onboarding completion: 80% or more of targeted regional leaders complete Portal onboarding within 60 days of assignment/start.
• Active usage: 70% or more of Regions show monthly Portal activity by at least 2 distinct leaders (or agreed proxy metric if tracking differs).
• Support ticket deflection: Reduce repeat “how-to” requests by 20% over 2 quarters via job aids + trainings.
• CSAT: Average 4.3/5 (or higher) on quarterly regional support survey for Portal support.
• Enhancement quality: 90% or more of submitted enhancement requests include problem statement, impacted users, urgency, and suggested solution.

• Pod / Chapter Establishment & Scaling (Execution of Regional Rollout Plan)

What you do:

• Operationalize the Director’s Pod/Chapter rollout plan by enabling Regions to establish, onboard, and scale Pods/Chapters to their constituents.
• Provide and maintain a standardized enablement pathway (checklists, templates, onboarding steps, readiness checks, activation milestones).
• Partner with the Ministries & Credentialed Leaders Coordinator to align credentialing and transition pathways.

Measurable outputs:

• Plan execution rate: 85% or more of planned rollout actions delivered on time each quarter (per Director roadmap).
• Time-to-onboard: New Pods/Chapters complete the standard onboarding checklist within 30–45 days of entry (target depends on complexity).
• Activation throughout: Support X new Pods and Y new Chapters per quarter (targets set annually by the Director).
• Milestone completion rate: 75% or more of onboarded entities achieve agreed “first 90-day milestones” (e.g., governance setup, meeting rhythm, Portal adoption, baseline reporting).
• Retention/continuity: 85% or more of newly activated Pods/Chapters remain engaged at 6 months (engagement definition set by Partner Services leadership).

• Governance & Leadership Operating Rhythm (Implementation Enablement)

What you do:

• Implement the Director’s governance enablement plan and UC&L-aligned “starter kit” (templates + SOPs).
• Coach regional leaders on operating rhythm: agendas, minutes, decision logging, role clarity, and follow-through.
• Improve regional execution predictability by implementing lightweight, repeatable governance practices.

Measurable outputs:

• Governance baseline achieved: 80% or more of Regions have the following within 120 days:

1. defined leadership roles,
2. documented meeting cadence,
3. decision method documented,
4. minutes archived.

• Operating rhythm compliance: 70% or more of Regions submit basic monthly updates (or quarterly—set by Director plan).
• Issue recurrence reduction: Reduce recurring governance-related escalations by 15% over 2 quarters through standard tools and training.

• Global Cohesion & Cross-Region Learning (Knowledge Transfer)

What you do:

• Deliver cross-region learning exchanges as defined in the Director’s annual enablement plan.
• Maintain a lightweight playbook of effective practices, templates, and repeatable workflows that work across cultures and contexts.

Measurable outputs:

• Learning exchanges delivered: 1–2 structured cross-region sessions per quarter (topic-based).
• Resource reuse: At least 10 Regions per quarter adopt/reuse shared templates, trainings, or playbook resources.
• Best-practice capture: Publish 2 short case studies per quarter (what worked, measurable outcomes, replicability).

• Events & Activations (Operational Coordination)

What you do:

• Operationalize the regional events/calls calendar in partnership with internal teams (Partner Services Admin, UWH Events as applicable).
• Ensure each event has objectives, target participants, agenda, facilitation plan, and follow-up actions.

Measurable outputs:

• Event execution: Deliver X events/calls per quarter with documented agenda + outcomes.
• Attendance rate: Achieve 60% or higher attendance of invited leadership (or target set per event type).
• Follow-through: 80% or more of events produce post-event notes and action items within 5 business days.

• Story + Data Intelligence (Reporting, Dashboards, Decision Support)

What you do:

• Maintain the regional performance dashboard as the system of record for vitality/engagement indicators and escalation trends.
• Collect stories and measurable indicators that support UC&L, leadership visibility, and UWH Marketing storytelling needs.

Measurable outputs:

• Reporting cadence: Monthly/quarterly dashboard published on time 95% of the time.
• Data completeness: 85% or more of Regions represented with current data each cycle (or documented exceptions).
• Insight-to-action: Deliver 3 actionable recommendations per quarter to the Director (based on data + field feedback).

• Stakeholder Management & Internal Coordination (Clean Handoffs)

What you do:

• Coordinate with Partner Services Administrator, Ministries/Credentialing, Education and Youth & Family, UWH Marketing, and other stakeholders as required.
• Ensure clean handoffs and that Regions receive consistent answers, timelines, and outcomes.

Measurable outputs:

• Cross-team handoff quality: 90% or more of handoffs include context, desired outcome, timeline, owner, and documentation link.
• Cycle time: Reduce “stuck” requests (> 30 days with no progress) to <10% of open items.

Quantified Outcomes:

Within 6-12 months, success is evidenced by:

• Plan execution: 85% or more of quarterly Director priorities delivered on time, with documented outcomes.
• Regional support performance: SLAs met; satisfaction 4.3/5 or higher; reduced repeat issues.
• Portal adoption: Majority of Regions active monthly; onboarding completion meets/exceeds targets.
• Growth: Increase in Pods/Chapters established and retained; improved onboarding cycle time.
• Governance maturity: Regions operating with consistent cadence and documented basics.
• Global expansion enablement: Measurable engagement across international time zones; improved participation across international Regions.
• Leadership visibility: Reliable dashboards and escalation process; improved predictability and fewer unresolved issues.

Experience:

1. Ordained Unity Minister or Licensed Unity Teacher (required).
2. Minimum of 3 years of leading or supporting multi-site, multi-region, or cross-cultural programs.
3. Demonstrated experience implementing operating rhythms (cadence, agendas, decision tracking, follow-through).

Skills:

• Comfort with systems/tools: Microsoft 365, Teams, CRM/ticketing workflows, dashboards, and digital learning platforms.
• Proven ability to manage high-volume coordination work (multiple regions, parallel workstreams).
• Ability to reliably support Regions across global time zones, including recurring work outside standard USA business hours.

Competency Statement(s):

• Program management: planning, tracking, prioritization, risk escalation.
• Change enablement: training, adoption, stakeholder follow-up, reinforcement.
• Clear writing: templates, SOPs, job aids, concise summaries.
• Data fluency: interpret adoption and engagement indicators; communicate insights and actions.
• Stakeholder management: cross-functional coordination and accountability without authority.

Physical and Mental Requirements:         

                            N/A       Not Applicable Activity - Not applicable to this occupation

                              O       Occasionally Position requires this activity up to 33% of the time (02.5+ hrs/day)

                              F        Frequently Position requires this activity up to 33% of the time (02.5-5.5+hrs/day)

                              C       Constantly Position requires this activity more than 66% of the time (5.5+ hrs/day)

                              C        Indoor Work                           

                              N/A    Outdoor Work

                              N/A    Excessive Noise/Decibels      

                              C        Sitting/Workstation

                              C        Use of Hands/Fingers             

                              O       Climb - Stairs/Ladders

                              O       Lifting 20 Max lbs.                  

                              N/A    Traveling outside campus

                              O       Carry 20 Max lbs.                   

                              O       Reach: Overhead/Forward 

                              N/A    Exposure to Hazards

                                N/A    Push/Pull Equipment

                              N/A    Exposure to Temperatures    

                              C        Read/See

                              F        Standing/Walking                   

                              C        Talk/Communicate

                              O       Stoop/Kneel/Crouch/Crawl    

                              N/A    Taste/Smell

                              C        Operate Computer                 

                              N/A    Operate Company Vehicles

                              N/A    Personal Protection Equipment         

                              F        Operate Company Equipment:  Electronic devices, fax, telephone, scanner, copier

Work Environment: Office and virtual environment

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.