Overview OATS from AARP helps older adults learn to use and leverage technology to transform their lives and their communities. Through its flagship program, Senior Planet, OATS works closely with older adults to create extraordinary experiences in-person and online. As one of AARP's charitable affiliates, the mission of OATS from AARP is "to harness the power of technology to change the way we age." The Director, National Licensing Initiative directs the development, execution, and implementation of new engagement programs that align with the organization’s goals and objectives. Directs the evaluation of existing engagement programs to identify improvements and to measure outcomes. Collaborates with senior leadership in the development of long-term goals and strategic plans to ensure continued successful growth and profitability. Responsibilities Develops, executes, and implements new engagement programs that align with the organization’s goals and objectives. Lead the development and implementation of large scale, systemic and sustainable solutions. Sets strategies, identifies opportunities, and develops and implements projects and programs to support and market to the community. Manages and analyzes voice-of-the-customer (VOC) data using industry VOC platforms to understand member experience delights and pain points. Utilizes human-centered design techniques, such as journey mapping, concept development, customer validation, and iterative testing to understand customer experience needs and to develop and implement new experience solutions. Designs and implements programs, services, products, and/or interactions that are part of a customer’s experience. Leads the planning and orchestration of frequent and ongoing delivery to customers of highly visible programs in virtual (online and call center) and in-person settings. Tasks include program selection, scheduling, staff assignments, and program performance tracking and reporting Advises individuals and teams on how to best utilize tools to drive better outcomes for projects and teams. Provides direction and input into strategic planning including management, monitoring and updating objectives, strategies and action plans. Conducts staff planning, hiring, management, and coordination. Collaborates with cross-functional teams on strategic business unit objectives. Identifies opportunities for efficiencies in organizational processes or programs and resolves challenges to optimize results. Manage relationships with key stakeholders including external funders, partner organizations, and leadership and staff of different internal disciplines required to plan and deliver programming Organizes, problem solves, raises issues, and integrates initiatives, solutions, and actions for management. Acts as a liaison to resolve problems and to ensure successful implementation of company initiatives. Establishes and improves systems related to program quality, metrics tracking, program personnel scheduling and assignment, and budget planning and management. Qualifications Bachelor's Degree in human services, social work, or related field and 8+ years of program management experience. Experience with SalesForce and Qualtrics. Excellent leadership skills, with the ability to lead a geographically dispersed team. Project management and organizational skills with the ability to work effectively in a cross-functional environment. Superior communication skills and the ability to plan, delegate, and supervise complex program and project plans. Preferred: Familiar or working experience working within a franchise program/franchise business. Experience working with a common program across multiple channels. Master's Degree. AARP will not sponsor an employment visa for this position at this time. Additional Requirements Regular and reliable job attendance Effective verbal and written communication skills Exhibit respect and understanding of others to maintain professional relationships Independent judgement in evaluation options to make sound decisions Home office environment with the ability to work effectively surrounded by moderate home environment noise Hybrid Work Environment AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work can only be done within the United States and its territories. Compensation and Benefits AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement. Equal Employment Opportunity AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.