Step Up for Students
  • - Operations
  • Jacksonville, FL, USA
  • Salary
  • Full Time
  • Medical, Dental, Vision, 401k and more.

Position Overview

This position is responsible for overseeing Step Up For Student's scholarship operational activities, including but not limited to call center logistics, scholarship underwriting, quality control, staff management, client service levels and strategic analysis. This position is responsible for meeting goals and targets on a consistent basis as set forth by senior management. This person is also responsible for maintaining data integrity and adhering to state guidelines and internal/external compliance rules of the program. In addition, this role is responsible for working with all of the functional departments to ensure effective, efficient, systemic and sustainable processes and solutions are in place and maintained. It requires a high degree of adaptability and flexibility in a fast paced, rapidly changing environment. It also commands a strong desire to solve problems for both internal and external customers across a very dynamic organization with multiple business units.  Must be financially astute and know how to work with complex business models.  Must have the ability to think quickly on one's feet using data and statistics to make the case. Must have the ability to manage projects and daily tactical priorities at the same time without losing sight of anything. Must be business savvy and establish networks and relationships to convince and persuade others to get what you need for optimal business results. Must have a high degree of emotional intelligence. This includes having high empathy for others, the ability to be self-aware and self-manage and the ability to foster and grow important relationships. Must have a strong belief that everyone is an asset and a desire to grow employees to their full potential. This position reports to the Vice President of Scholarship Operations.

Essential Functions

  • Learn, study and understand the details of all scholarship programs under administration.  These currently include the FL Tax Credit Scholarship, Gardiner Scholarship, Illinois Scholarship, Alabama Scholarship and future programs.
  • Work with the operational leadership team to determine scholarship enrollment targets based on fundraising goals.
  • Hold ongoing, effective coaching and growth meetings with direct reports.
  • Hold operational staff accountable to the goals set by leadership. 
  • Be able to challenge the status-quo. Push the boundaries and take calculated risks in order to achieve the desired result. 
  • Create and execute an operational strategic plan that will map out the methods in which the scholarship targets will be reached. This includes aligning staff and reviewing staffing models, creating a customer communication strategy and developing contingency plans.
  • Partner with the financial operations business unit to forecast and predict scholarship awards and enrollment numbers. Be proficient using financial modeling and forecasting techniques and tools.
  • Partner with the IT team on a daily basis to ensure enhancements and system changes are meeting the needs of the customer. Participate in regular IT planning meetings in order to represent scholarship operations and the technical needs.
  • Analyze results and implement process improvements with an emphasis on improved customer service, both internal and external.
  • Assist in evaluating current and proposed systems and procedures. Recommend changes when neccessary.
  • Manage and promote large operational projects. Drive projects to completion that may require cross-functional team member involvement that do not have the same priorities. 
  • Resolve escalated customer complaints. Find solutions to customer problems in a timely and efficient manner.
  • Responsible for operational quality assurance, training and coaching. Direct a group of individuals who are dedicated to quality improvement for the service center agents.
  • Ensure that the quality coaching, mentoring and training is optimal. Check with operational managers on their expectations and needs and ensure the quality team is delivering.
  • Ensure professional development and succession planning for the staff is at the forefront of the ongoing duties.
  • Responsible for the continually evaluating large software systems such as telephony, ticketing system, quality control systems, internal databases and more.
  • Determine appropriate staffing levels using modeling and implement strategies to ensure the efficient operation of the department.
  • Work with support departments to ensure staffing strategies are effectively executed.
  • Develop and maintain key working relationships across Step Up for Students
  • Stay abreast of industry developments and innovative solutions that will drive greater effectiveness for SUFS.

The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbent may be required to perform other additional duties as assigned. 

Minimum Qualifications

Bachelor's degree in related field from a four-year college or university or equivalent combination of

education and experience. Ten to fifteen years related experience or equivalent combination of education and experience.  Master's Degree preferred but not required.

Supervisory Responsibility

This position has managerial responsibility for multiple levels of managers. This position also has indirect supervisory and management responsibility over all staff down to the first level.


  • Natural and Strong Leadership presence
  • Strategic Thinking and Planning
  • Project Management/Process Improvement
  • Ethical Conduct
  • Executive Presentation Skills
  • Financial Management
  • Analytical skills
  • Staff Development
  • Negotiation
  • Strong Interpersonal and Communication Skills
  • Familiar with a variety of the SUFS concepts, practices, and procedures.
  • Relies on extensive experience and judgment to plan and accomplish goals.

Core Values

Step Up For Students believes strongly in its two core values, and it is the responsibility of the Strategic Director to model these values and help instill them in our corporate culture.

Everyone is an asset.

Every event is an improvement opportunity.

Physical Demands

This position regularly requires the abilities of sitting, fingering or manual dexterity, climbing, walking, lifting,  grasping, talking, hearing, seeing and repetitive motions.

Position Type/Expected Hours of Work

This is a full-time position.  Days and hours of work are generally Monday through Friday 8:30am to 5:00pm.  This position regularly requires long hours and weekend work.


Some out-of-area and overnight travel is expected.  Consistent travel to our St. Petersburg office is strongly encouraged.

Work Environment

This position is an office environment with very limited exposure to any outside fumes, odors, heat and/or weather conditions. 

This position has been closed and is no longer available.
Step Up for Students


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