Senior Manager, Chapter Program

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    "description": "<p><span style=\"color: #1f3864; font-family: Arial,sans-serif; font-size: 13.999999999999998pt; font-weight: bold\">About Pavilion</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Pavilion began as a bold experiment to solve a personal problem. In the early 2010s, founder Sam Jacobs realized that the higher he climbed in go-to-market leadership, the lonelier the journey became. Those peer conversations – equal parts therapy, strategy, and camaraderie – sparked a global community of GTM professionals united by shared learning and support.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Today, Pavilion serves nearly 10,000 members worldwide with industry-leading retention and profitability. At over $10M ARR, the brand is synonymous with excellence in GTM leadership. </span></p>\n<p><br><br></p>\n<p><span style=\"color: #1f3864; font-family: Arial,sans-serif; font-size: 13.999999999999998pt; font-weight: bold\">The Opportunity</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Local Chapters are one of the most important retention levers Pavilion has. The Chapter is where Pavilion stops being a subscription and becomes a room of people a member actually knows.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">That room is built and held together by our Chapter Heads – 70+ GTM leaders across North America, Europe, and beyond who host dinners, welcome new members, and act as the face of Pavilion in their cities. They are independent, not employees, but they often are the single most important point of contact members will have with our brand. </span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">The Senior Manager, Chapter Program owns that relationship and that outcome. You will develop, improve, and measure how Pavilion HQ works with its global network of local Chapters: setting program standards, recruiting and onboarding Chapter Heads, building the enablement and tooling that makes their job easier, running a steady drumbeat of communication so the field feels close to HQ.</span></p>\n<p><br><br></p>\n<p><span style=\"color: #1f3864; font-family: Arial,sans-serif; font-size: 13.999999999999998pt; font-weight: bold\">What You'll Do</span></p>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Own the Chapter Program end-to-end</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Set and continuously improve the standards, playbooks, and operating model for what a great Pavilion Chapter looks like – dinner cadence, member fit, host quality, programming variety, and Chapter Head expectations.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Manage the portfolio of 70+ active Chapters: identify which Chapters need investment, which need restructuring, and where Pavilion should open or sunset Chapters based on member density and engagement.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Own the Chapter Head compensation framework and partner with Finance on its application, ensuring pay tracks to the metrics that drive retention (dinner activity, member engagement, ICP composition) rather than tenure or historical precedent.</span></li>\n</ul>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Lead and develop the Ambassador Programs Associate</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Directly manage the Ambassador Programs Associate, who owns Chapter operations (event logistics, budgets, reimbursements, RSVP management, and Chapter Head payments).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Set clear priorities, run a steady 1:1 cadence, and develop the Associate as the operational expert behind the program. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Build the operating rhythm between you and the Associate so the field experiences Pavilion HQ as one coordinated voice, not two disconnected ones.</span></li>\n</ul>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Recruit, onboard, and enable Chapter Heads</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Build the bench: maintain a healthy pipeline of Chapter Head candidates in markets where we operate today and markets we want to enter. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Run a structured Chapter Head onboarding that gets new Chapter Heads to their first successful dinner within 60 days, with clear expectations, a thorough handoff, and the toolkit they need to succeed.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Develop and maintain the Chapter Head enablement library—host scripts, dinner playbooks, member-introduction templates, recruiting language, FAQs—and continuously upgrade it based on what's working in the field.</span></li>\n</ul>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Keep the field close to HQ</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Design and run the Chapter Head communications cadence so that every Chapter Head, whether in New York or Singapore, feels they have a direct line to Pavilion HQ. This includes a recurring Chapter Head newsletter, monthly office hours, an active Chapter Head Slack channel, and an annual in-person Chapter Head gathering.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Serve as the primary HQ point of contact for Chapter Heads—the person they call when something is going right, going wrong, or when they need a fast answer. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Be a visible, trusted advocate for Chapter Heads inside Pavilion. When the field has a problem with how a policy, a payment, or a program is landing, you are the person who carries that signal back to leadership.</span></li>\n</ul>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Measure Chapter performance and report on it</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Define the metrics that matter for the Chapter Program: dinners hosted, dinner attendance, ICP composition at dinners, member retention by Chapter, NPS by Chapter, time-to-first-dinner for new members, Chapter Head satisfaction and tenure.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Build and own the Chapter dashboard. Surface which Chapters are healthy, which are at risk, and what HQ can do about it—before it shows up in churn data.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Run quarterly Chapter business reviews with leadership: what worked, what didn't, what's next. Bring the same candor and data discipline to Chapters that we expect everywhere else at Pavilion.</span></li>\n</ul>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Partner across the company</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Work closely with Sales &amp; Success on integrating the Chapter experience into the new-member onboarding journey, including warm Chapter Head introductions for new members in their first 90 days.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Partner with Marketing on Chapter-related content, member testimonials, and the role Chapters play in our acquisition and brand story.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Partner with Operations and Finance on Chapter Head contracts, payments, and compliance, with the Ambassador Programs Associate executing day-to-day.</span><br></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: #1f3864; font-family: Arial,sans-serif; font-size: 13.999999999999998pt; font-weight: bold\">What You'll Bring</span></p>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Required Qualifications</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">5–8 years of progressive experience</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> in community program management, membership operations, field programs, or a related discipline.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Direct experience running a community or membership program at scale</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">, ideally one with a paid membership component, a recurring event calendar, and clear retention or engagement outcomes you were measured against.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Field program experience strongly preferred:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> experience working with a distributed network of community leaders, brand ambassadors, franchisees, regional hosts, or contractors who are not your employees but whose performance you are responsible for.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Strong operational instincts</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">: comfortable using AI and other technology tools to build dashboards, define KPIs, and use data to make program decisions rather than relying on anecdote.</span></li>\n</ul>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Preferred Qualifications</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience in professional membership organizations, B2B communities, or executive networks (e.g., Pavilion-adjacent peers like Chief, Hampton, YPO, EO, Vistage, Alliance for Talent Development, AICPA chapters).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Familiarity with the tools we use—Slack, HubSpot, Hivebrite, Asana, Google Workspace—or comparable community/CRM platforms.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience designing or running in-person events at scale, especially dinner-based or salon-style formats.</span></li>\n</ul>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Key Competencies</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Field Empathy.</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> You instinctively think about a program from the perspective of the people executing it in the field. You know that a Chapter Head with a demanding day job will not read a 20-page guide, and you design accordingly.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Operational Discipline.</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> You build repeatable systems. You document what works. You make it easy for the next person to do the job.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Leading Through Influence.</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> You can inspire, coach, and hold accountable people who don't report to you. You earn trust quickly with senior operators.</span></li>\n</ul>\n<p><span style=\"color: #2e5fa3; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Success Metrics</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Member retention attributable to Chapters:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> GRR uplift among members who attend a Chapter dinner in their first 90 days vs. those who do not.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Chapter program health:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> percentage of Chapters hitting target dinner cadence; percentage of dinners meeting ICP composition standards.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Chapter Head experience:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Chapter Head satisfaction (CH-NPS), Chapter Head retention/tenure, time-to-first-dinner for new Chapter Heads.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: #1f3864; font-family: Arial,sans-serif; font-size: 13.999999999999998pt; font-weight: bold\">Why Join Pavilion</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Be part of a mission-driven organization that prioritizes the professional growth and success of its members above all.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Work directly with some of the brightest GTM operators and executives in the industry.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Be part of a collaborative team that prides itself on putting kindness first.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Enjoy the flexibility of a fully remote role, with a distributed team that values autonomy, trust, and outcomes over face time.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Own a clearly-scoped, business-critical program with a direct line to senior leadership and visible impact on the company's most important metric: retention.</span></li>\n</ul>",
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