Dir Client Enablement

Overview

About Boys & Girls Clubs of AmericaAt Boys & Girls Clubs of America (BGCA), we believe every kid has what it takes. The mission of BGCA is to enable all young people, especially those who need us most, to reach their full potential as productive, caring, responsible citizens. We support a nationwide Movement of 5,000 Clubs and more than 40,000 Club staff who are working to create great futures for nearly 4 million young people. With a presence in every state and on U.S. military installations around the world, BGCA brings a deep commitment to advancing opportunities for youth through programs that help them succeed in school, lead healthy lives, and build leadership skills.About the RoleThe Director of Client Enablement plays a pivotal role in ensuring the successful adoption and sustained use of MyClubHub, BGCA’s national data and program management system. Reporting to the National Vice President, Product Management, this leader will be responsible for developing and executing the training, support, and user success strategies that drive high satisfaction and maximize the system’s impact across the Boys & Girls Club network. This role will lead a cross-functional team focused on client support, training delivery, community engagement, and continuous improvement—ultimately empowering Clubs to fully realize the value of MyClubHub.

Responsibilities

What You Will Do

• Client Success & Support Leadership

  • Direct and manage the strategy and implementation of client training and support services

  • Build and lead a high-performing team to deliver responsive helpdesk support and proactive client enablement

  • Establish a trusted advisor relationship with Clubs to ensure satisfaction with MyClubHub and ongoing value from the platform

  • Serve as the point of escalation for client concerns and proactively mitigate risks to user satisfaction

• Training & Community Engagement

  • Design and oversee the implementation of scalable training programs for Clubs across the Movement

  • Leverage technology to deliver cost-effective and user-friendly training experiences

  • Create and manage virtual and in-person communities of practice to promote shared learning and peer exchange

  • Promote continuous learning by capturing and disseminating success stories, lessons learned, and client feedback

• Technology & Product Partnership

  • Partner with Product Management to inform system enhancements based on training and support analytics

  • Advocate for user needs by communicating field insights to internal and external development partners

  • Ensure systems and infrastructure are in place to enable seamless support and efficient service delivery

• Operational & People Management

  • Hire, develop, and retain a team of training and support professionals

  • Oversee resource planning, staff allocation, and performance management

  • Contribute to cross-functional projects and collaborate across departments to align client enablement with broader organizational goals

Qualifications

What You Bring

• Education & Experience

  • Bachelor’s degree required; advanced degree preferred

  • 10+ years of professional experience, including 5+ years of team leadership in software training, support, or enablement roles

  • Proven experience designing and scaling training strategies for SaaS or enterprise applications

  • Background in building and leading support teams, ideally in a nonprofit or mission-driven context

• Skills & Attributes

  • Strategic thinker who translates business needs into actionable enablement plans

  • Strong project management skills with the ability to organize complex initiatives and lead cross-functional teams

  • Technically proficient and able to interpret data to inform decisions and measure success

  • Collaborative leader who builds trust and communicates effectively with internal and external stakeholders

  • Adept at leveraging technology to drive user engagement and knowledge sharing

• Work Environment & Travel

  • Hybrid/remote eligible; normal internal working conditions

  • Travel up to 25% required

  • Valid driver's license required