Digital Navigator Manager (2 positions)

Summary: Queens University of Charlotte, located in one of the nation’s fastest-growing metropolitan areas, is seeking two (2) dedicated Digital Navigator Managers to oversee our Digital Navigator team. The manager will ensure effective service delivery, foster community engagement, and lead a group of Digital Navigators who assist community members with affordable home internet service, low or no-cost devices, digital skills, and troubleshooting. These two positions are grant funded full-time benefit eligible positions and are expected to continue through October 1, 2026.

These positions report to the Digital Navigator Program Director for the Center for Digital. This position is exempt from provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay for hours worked above 40 in a single work week. This position is not eligible for visa sponsorship.

Essential Duties and Responsibilities include:

Manage Digital Navigators:

• Oversee a team providing personalized assistance through in-person, telephone, email, and text communications.
• Moderate and respond to team’s daily support requests using Microsoft Teams and Outlook.
• Coordinate and manage the schedules and activities of a team of Digital Navigators, ensuring efficient use of time and resources for community partner engagements.

Support and Training:

• Provide coaching, training, and onboarding for Digital Navigators, including 30-60-90 plans and annual performance reviews.
• Conduct bi-weekly one-on-one meetings to review performance, project updates, and Individual Development Plans.
• Evaluate individual performance and call quality assurance.
• Assist with recruiting and hiring Digital Navigator staff as needed.

Digital Navigator Subject Matter Expert:

• Engage with local and national partners for program enhancement and share trends with entire DN and CDE team.
• Introduce new applicable ideas, strategies, and processes related to the Digital Navigator program.
• Identify certifications and succession ladders for the manager role and the team.

Resource Management:

• Develop and update knowledge base/playbooks in HubSpot for new or revised processes to enhance service delivery.
• Maintain data effectively in HubSpot CRM, collaborating with the Operations team and Leadership.

Community Engagement:

• Lead asset mapping for expanded county regions, identifying local digital resources, community partners, and event locations.
• Participate in community meetings and events to understand team interactions with residents.
• Attend all Community Council and DN workstream meetings.

Project Management

• Plan, resource, and execute programs/projects of various sizes as connected to CDE initiatives.
• Demonstrate excellent organization, prioritization, and follow-through skills to achieve program/project objectives within established timelines.

Process Improvement:

• Support and develop strategies in coordination with Leadership to improve current processes and implement new ones.
• Identify automation opportunities and new workflows/stages to enhance service efficiency.

Non-Essential Duties:

• Other duties and special projects may be assigned to meet department and/or university needs.

Experience, Knowledge and Skills Required:

• Proven experience managing individuals to achieve team goals.
• Experience in teaching courses or developing training programs.
• Exhibit professionalism, judgment, and leadership, including stepping into Digital Navigation Program Director role as needed.
• Create space for effective team collaboration and input.
• Ability to learn and teach basic technological concepts related to internet services, devices, and online applications.
• Proficiency in software tools including HubSpot or similar CRM systems, Microsoft Office, SharePoint, RingCentral, etc.
• Strong self-organization, language capacity, and cultural competency.
• Excellent communication skills to establish trust with team members and diverse community members.
• Ability to fluently speak Spanish is highly valued in this position.          
• Creative problem-solving skills and the ability to handle stressful situations positively.
• Experience managing customer service performance and balancing multiple priorities.
• At least three (3) years’ program management experience, project management and/or nonprofit management
• 1-3 years’ experience in nonprofit or educational leadership, program development or program management experience, project management and/or nonprofit management
• Bachelor’s degree or equivalent combination of education and experience.

Note:

Don’t meet every qualification listed? We encourage you to apply anyway! Research shows that marginalized communities—such as women, LGBTQ+ individuals, and people of color—are less likely to apply for roles unless they meet every single requirement. At the Center for Digital Equity, we are committed to fostering an inclusive, diverse, equitable, and accessible environment where everyone feels a sense of belonging. If you’re passionate about our mission but your experience doesn’t perfectly align with every qualification in the job description, we still encourage you to apply. You might be the perfect fit for this role or another opportunity with us!

Application Process
Does this sound like a good fit? Click on the green “I’m interested” button and submit:

1. A cover letter addressing the position qualifications and experience
2. Current résumé
3. Salary requirements
4. Contact information for three professional references.

Applications received by October 25, 2024, will receive first consideration. Queens will continue to accept applications until the position is filled.

About Queens University of Charlotte

Located in the heart of the nation’s second-fastest-growing metropolitan area, Queens University of Charlotte leverages the city’s diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors.

Because of our history of innovation and our legacy of strong leadership, Queens is positioned to be among the new forerunners of American higher education. This is a defining moment for Queens. While other institutions are focused on sustaining and surviving, we are thinking much bigger.

Institutions that understand what is needed and are willing to reimagine what is possible can position themselves to thrive and strengthen their market position after the pandemic with innovative approaches that are deeply connected to the world and its greatest challenges.

By 2030, Queens aspires to become the leading, private, national university of Charlotte with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive and multidisciplinary academic programs that are connected to the world’s most pressing challenges and biggest areas of opportunity; a fully connected, integrated, and innovative set of experiences that support holistic wellness and wellbeing; a culture of continuous improvement and investment that enables faculty and staff to flourish and achieve their full potential; and a comprehensive approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community.

Benefits

Queens offers comprehensive benefits to eligible employees, including: medical, dental and vision insurance, domestic partner benefits, a 403b retirement plan, with two options (pre-tax or post-tax (Roth) contributions) with a generous match, vacation and generous paid holidays, tuition remission and tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, disability insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, paid parental leave, FMLA leave when eligible, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), free access to the Levine Center, wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.

Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, childbirth and conditions related to pregnancy or childbirth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other University-administered programs.

Any individual with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Queens’ job search/selection process should contact the Assistant Vice President of Human Resources at 704.337.2222.

• Remain in a stationary position, most of the time.
• Exchange accurate information with co-workers and clients, frequently.
• Read reports, create presentations, use a computer system, most of the time. 
• Communicate with co‐workers, clients and vendors, most of the time. 
• Write, type, and use the computer, telephone, copier, and other office equipment systems, most of the time. 
• Move about inside the workspace to access resources and office equipment, and attend meetings across campus, regularly. 
• Exert moderate force to move objects, occasionally. 
• Think critically, concentrate on the task at hand, and respond quickly to changes in conditions, most of the time.

Work Conditions

• Work in office environment, or other remote setting throughout North and South Carolina (remote setting could include partner organizations, community anchor institution, local community business) involving contact with faculty, staff, students, service providers and vendors.
• Work has deadlines, multiple interruptions, high volume and may be stressful at times.
• Willingness to work evenings and weekends, as many events are scheduled outside typical 9-5 hours.

Nothing in this job description restricts the university’s right to assign or reassign duties and responsibilities to this job at any time; this description reflects the university’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned; this job description is subject to change at any time.