• Success Team Manager

    Job Locations US-NY-Brooklyn
    Posted Date 4 weeks ago(7/20/2018 11:46 AM)
    Program Management
    Occasional travel to campus
    Work Hours
    10:00am - 6:00pm
    Regular Full-Time
    Targeted Job Start Date
    Application Deadline
    Salary Range
    Mid 50's
  • Overview & Benefits

    Bottom Line is dedicated to helping first-generation students from low-income backgrounds get into college, graduate from college, and go far in life.  Our vision is to dramatically transform urban communities by producing thousands of new career-ready college graduates.


    As one of the first college support organizations to focus on college completion, Bottom Line now produces best-in-class college graduation rates that eliminate the significant gap between first generation students from low-income backgrounds and their wealthier peers. We operate regional programs in Massachusetts, where we were founded in 1997, New York City, and Chicago that collectively serve over 7,000 students. We plan to open two new sites in major urban areas and increase our footprint to over 10,000 students by 2020.


    Bottom Line focuses on students who have the desire and potential to earn a degree, but lack the support structures necessary to navigate the college application process, make a responsible school choice, succeed in college, and prepare for a meaningful career.


    Over the last 20 years, Bottom Line has developed a proven and proactive long-term, high-touch, high impact model.  Full-time, trained and specialized advisors leverage our DEAL model which addresses the four key areas that are most likely to lead to college success: Degree, Employability, Affordability, and Life.  Our relationship and results focused approach helps our students change their lives by gaining economic mobility through college selection, graduation, and career-readiness.


    At Bottom Line, we also have a strong commitment to Diversity, Equity, and Inclusion. We aim to attract qualified candidates who hold these same values, and help us further recognize and celebrate the diversity among us. 


    When you join Bottom Line, you will find a rewarding, fast-paced, results-oriented environment. We build strong relationships with our students and with each other. We take our work seriously, and we know that a focus on data and metrics is integral to our continued success. Experts in our field, we are driven by our mission and motivated by the impact we’re achieving.


    Bottom Line offers a comprehensive benefits package.



    For more information, please visit www.bottomline.org and



    Bottom Line is currently searching for a Success Team Manager to lead a team of College Success Advisors in our New York City Region.  The primary responsibility of the Success Team Manager is to ensure the delivery of high-quality services within our College Success Program. The Success Team Manager manages 3 – 7 College Success Advisors and oversees their development, performance, satisfaction, and retention. The Success Team Manager also provides quality direct services to a reduced caseload of up to 30 students, and tracks and records student progress in database, using both quantitative and qualitative data. Hours are approximately 10am to 6pm, and some evenings and weekends are required. Travel to several New York college and university campuses is also required.


    Primary Responsibilities:


    Program Management

    • Ensure the delivery of high quality, consistent services within our College Success Program – through observation, group & individual staff meetings, reports, and other feedback
    • Meet regularly with Program Director (PD) and National program team in order to set and assess programmatic goals
    • Communicate, manage, and achieve team program benchmarks
      • Track team progress in campus relationship management, campus visit scheduling, student engagement (% active, days since contact), and student outcomes (goals achieved, services accomplished)
    • Work with Success PD to create and manage campus visit calendars each semester
    • Manage program resources by ensuring that your team has what they need in order to do their job on a daily basis (materials, training, technology, supplies, appropriate time, coaching, and reasonable campus meeting space)
      • Communicate with local PD when gaps in resources exist
    • Actively look for opportunities for curriculum, training, and other program improvement and bring ideas to PD
    • Track budgets for scholarships and program expenses when appropriate
    • As assigned by the PD, support the efforts of the transition program, bringing success-candidates from the Access Program to the point where they are ready to be supported on campus and engaged as a Bottom Line student
    • As assigned by the PD, support the Success Direct recruitment efforts and intake meetings
    • As assigned by the PD, facilitate the confirmation process for Success Direct candidates
    • Effectively create and manage project plans for assigned project(s), and ensure that assigned project(s) are delivered with the highest quality, on-time, and within budgetary requirements

    Staff Management

    • Manage a team of 3-7 Advisors, each of whom is supporting a caseload of approximately 85 college students
    • Meet regularly with team members one-on-one to assess progress toward individual performance goals and team program goals
    • Maintain a supportive, inclusive, positive work environment within the team, including but not limited to, leading weekly team meetings and supporting Advisors both on and off site
    • Support the Success PD in hiring, on-boarding, and training new College Success Advisors
    • Coach staff through challenges, creating space for staff to explore growth opportunities
    • Provide feedback that gives staff an understanding of their performance and demonstration of behavioral competencies at the present and where/how they can grow
    • Observe and coach staff interacting with students
    • Pull and analyze data that reflects program benchmarks
    • Deliver formal annual performance reviews, as well as informal ongoing feedback
    • Stay connected to the experience of the team, maintaining steady lines of communication, and address staff concerns and questions when they do arise
    • Identify talented staff and create development plans to retain and promote those employees
    • Identify staff who are not a good fit for the role or the organization and work to move them on from the role or organization
    • Facilitate, track, and review the comprehensive assessment process biannually
    • Problem solve and develop problem solving skills in Advisors while connecting students to resources and developing their resourcefulness
    • Facilitate career connections for students and their Advisors in coordination with the Employer Relations Coordinators/ Career Advisors
    • Plan for, approve, and resolve situations as they relate to paid time off and leaves of absence
    • Approve and submit bimonthly expense reports
    • Approve bi-weekly time cards

    Direct Student Support

    • Support students when their Advisors are out of the office or when Advisors have transitioned out of Bottom Line and before new staff has been trained
    • Provide quality direct services to a reduced caseload of students (up to 30 students) 
      • Follow Bottom Line’s structured curriculum (DEAL), which supports students in four areas: Degree, Employability, Affordability, and Life Skills, to help students progress toward specific goals/milestones
      • Coach students toward reaching DEAL Milestones, including, but not limited to: “Enroll in fall classes,” “Create a professional resume,” “Complete financial aid applications”
      • Conduct and document end-of-semester assessments for each student (twice annually); Based on these assessments, create service plans for each student
      • Guide students through financial aid renewal process by appropriate deadlines
      • Support students with career exploration, career planning, and career development
      • Research relevant career information and resources to send to students
      • Coach students to resolve general obstacles that come up throughout the school year (paying a bill, dropping a class, dealing with a difficult roommate, etc.)
    • Maintain ongoing communication with all students on caseload
      • Lead 45-minute meetings for 18 - 21 students per week on campus
      • Meet with incoming first year students over the summer to ensure a smooth transition to their new campus
      • Send messages of encouragement, congratulatory cards, care packages, etc.
      • Respond to all student text/calls/emails within 2 business days
    • Identify students for specific Bottom Line partner internships and opportunities, and support students through the application process for these opportunities
    • Track and record student progress, using both quantitative and qualitative measures
      • Enter data into the database within 3 business days of a student interaction or status change
      • Maintain accurate student contact information in the student database
    • Support students who have become un-enrolled or who have transferred out of a Bottom Line Success school

    Secondary Responsibilities:


    External Relationships

    • Develop and maintain positive, productive relationships with staff and leadership of Bottom Line’s target colleges and relevant community partners
      • Develop a relationship with the financial aid office at each target college, and additional connections as required to effectively support students on that campus
      • Prepare data reports for target colleges, and coordinate meetings to discuss findings and student progress
    • Inform PD of any barriers that exist on campuses that could have a negative impact on Advisors’ day-to-day student work

    Organizational Support

    • Support other teams as required, based on resources and workloads as well as individual campus knowledge
    • Support Development Team events and meetings when needed by nominating and recruiting students to attend or speak, facilitating a variety of pieces of the event, training staff on particular roles, managing transportation, etc.
    • Represent the Bottom Line brand in a positive light and take actions to increase brand awareness throughout the community



    All employees are expected to demonstrate continued growth within our seven core competencies.


    Competencies provide Bottom Line with a way to define, in behavioral terms, what it is that people need to do to produce the results that the organization desires, in a way that is in keeping with its culture.  Bottom Line defines a competency as a cluster of related knowledge, skills, and attitudes that affects a major part of one’s job that correlates with performance on the job, that can be measured against well-accepted standards, and that can be improved via training and development.

    • Relationships
      • Identifies opportunities and takes action to build and maintain meaningful and collaborative connections with various stakeholders
    • Results
      • Produces quality outcomes; compiles and analyzes data to drive future plans; uses creative solutions
    • Communication
      • Effectively articulates information in a clear, concise and timely manner to a wide range of stakeholders
    • Inclusiveness
      • Creates and maintains an environment that respects and values the identities and cultures of all colleagues and students we serve
    • Talent Development
      • Actively contributes to the hiring, development, retention, and promotion of a highly effective team
    • Agility
      • Demonstrates adaptability and openness to shifting priorities, needs of stakeholders, and organizational changes
    • Planning
      • Effectively and efficiently uses resources (people, time, materials, technology) in order to create, meet, and assess both strategic and task-oriented goal

    Duties, responsibilities and activities may change at any time with or without advanced notice.



    • Bachelor’s degree and work authorization
    • 4+ years of related post-graduate work experience
    • Excellent leadership, data analysis, problem solving, communication, organization, and time management skills
    • A proven track-record of developing trusting relationships with college students and successfully coaching them toward goals
    • Successful completion of Salesforce “Uber User Certification”
    • Successful completion of Bottom Line’s “Facilitation Certification”
    • Demonstrated commitment to Bottom Line’s mission, vision, and core values
    • Demonstrated growth in Bottom Line's seven core competencies: Relationships, Results, Communication, Inclusiveness, Talent Development, Agility, and Planning
    • The ability to make a minimum of a two-year commitment


    • Direct management experience
    • Fluency in language other than English, especially Spanish, Haitian Creole/French, and/or Chinese a plus


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