Manager, Program Product and Technology Support

 Position Title: Manager, Program Product and Technology Support

Location: Remote

Department: Digital Products and Technology

Reports to (supervisor): Director of Project Management, Enterprise Solutions

Salary Range for US Based Staff: $55,463 - $65,250

Organization Overview:

Founded in 1968, Special Olympics is a global movement to end discrimination against people with intellectual disabilities. We foster acceptance of all people through the power of sport and programming in education, health, and leadership. With nearly four million athletes and Unified Sports® partners and one million coaches and volunteers in more than 170 countries, Special Olympics delivers more than 30 Olympic-type sports and nearly 50,000 games and competitions every year. Learn more at SpecialOlympics.org. 

Position Summary:

SOI supports the use of several key systems by its Programs. The Games Management System (GMS) is utilized globally to manage Program-level events and track various individual roles, such as athletes, coaches, unified partners, and volunteers. It also oversees certifications, including Athlete Medical, Coaches Sports Certification, Concussion Awareness, Protective Behaviors, General Orientation, Background Checks, and more. Additionally, Accreditation and Census software facilitate essential reporting from Programs to SOI.

The Manager, Program Product and Technology Support will serve as a subject matter expert for GMS, Accreditation, Census, and any future Program-facing software. This role includes providing Tier-1 support for these systems, addressing issues, and training end-users.

Primary Responsibilities:

• Provide support globally for official SOI Program Technologies
• Provide Tier-1 helpdesk support and end-user training to Programs and volunteers
• Provide client support to SOI Accredited Programs
• Act as voice of the customer (our Programs), making recommendations for enhancements and system changes
• Support end-users with custom reports and provide guidance on workflows and processes
• Develop training curriculum, including the creation of training documentation, training documentation storage and access strategy for users, and upkeep of documentation
• Provide consulting to SOI Programs on how to leverage SOI provided technology
• Schedule calls, meetings and travel related to Program Operations
• Liaison with internal stakeholders, program (affiliates), staff, volunteers, and vendors.
• 30% travel (up to 60% travel) required to support Programs, Games, events, training, and other duties as required

Required Qualifications:

• Outstanding customer service skills.
• Strong analytical problem-solving skills.
• Ability to communicate technical solutions clearly and effectively.
• Ability to conduct end-user training and support.
• Ability to quickly grasp and master new technology.
• Highly organized and ability to work in a fast-paced environment.
• Attention to detail.
• Ability to prioritize workload for the maximum benefit of the project.
• Highly professional in all communications with stakeholders.
• Flexible and adaptable to meet emerging requirements and changing priorities.

Desired Qualifications:

• 3 or more years relevant experience
• Experience with Special Olympics Programs or SOI, including experience with GMS (Games Management System) or SO Connect
• Experience as an on-site or virtual trainer of software systems
• Experience in a helpdesk or customer service support role
• Educational background in technology or experience with technology support/technology implementation: Including but not limited to requirements gathering, product management, solution design or architecture, functional or non-functional testing, system deployment/roll-out, and technology implementation change management

For USA based staff: Special Olympics offers full-time employees a generous and comprehensive benefits package, which includes: medical, dental, vision, HSA, FSA, life insurance, disability, retirement, legal resources, and PTO. 

Special Olympics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

**Special Olympics is an E-Verify Employer**