Member & Partner Care Lead

Position Overview

The Member and Partner Care Lead (MPC Lead) reports to the VP of Programs, and provides leadership, operational oversight, and strategic support for Kupu's MPC team. This position directly supervises a team of MPC Specialists, who serve as the primary points of contact for Kupu members and host site partners throughout the member experience.

The MPC Lead is responsible for ensuring high-quality member support, successful host site partnerships, and consistent implementation of Kupu's policies, procedures and established practices. Through coaching, performance management, data analysis, and cross-department collaboration, this role helps remove barriers to member success, strengthens partner relationships, and continuously improves program delivery and retention of members and partners.

Program Goals

Kupu's programming in Hawaii and the Pacific empowers youth through hands-on learning in environmental stewardship, workforce readiness, and cultural preservation. It addresses environmental challenges, fosters sustainability, and equips participants with skills for green careers while supporting local community resilience.

Essential Functions and Responsibilities

Leadership and Team Development

• Conduct oneself with aloha and drive Kupu’s culture
• Conduct oneself with integrity, credibility, professionalism, and commitment to Kupu’s mission
• Exemplify Kupu's mission, culture, and CHOSEN Values in all interactions
• Promote a culture of safety, hospitality, teamwork, and continuous improvement
• Support departmental goals, operational initiatives, and organizational priorities
• Supervise, coach, mentor, and develop a team of Member and Partner Care Specialists to ensure consistent, high-quality support for members and host site partners
• Provide ongoing performance management, professional development, accountability, and guidance
• Support Specialists in navigating complex member situations, conflict resolution, and human resources-related matters

Member and Partner Success

• Oversee the Member and Partner Care team's efforts to support members throughout their service experience, ensuring a positive and successful program experience
• Foster strong relationships with members and host site partners through responsive communication, coaching, and proactive problem-solving
• Lead efforts to strengthen member engagement, retention, and overall program quality by identifying challenges and implementing effective solutions

Program Operations and Quality Assurance

• Oversee operational processes to ensure accurate documentation, timely reporting, and compliance with organizational policies and program requirements
• Review member payroll in collaboration with the Payroll Administrator by monitoring service hours and addressing timesheet discrepancies
• Provide quality assurance for member data and other program documentation by identifying discrepancies and guiding Specialists to maintain accurate records

Budget Oversight and Resource Management

• Review and approve program-related expenses in accordance with organizational policies and funding guidelines
• Participate in the annual budgeting process and assist with budget planning for Member and Partner Care
• Monitor program expenditures and communicate available funding to support effective program planning and resource allocation
• Oversee inventory requests and coordinate the distribution of member gear and other program supplies.
• Review member benefits and retention incentives as part of the annual budgeting process, providing recommendations to support overall program success

Human Resources

• Partner with the Human Resources department to address member-related employment matters, ensure consistent application of organizational policies and procedures, and support appropriate conflict resolution
• Provide guidance to Specialists on employment practices, issue escalation, and risk management to promote positive member and partner experiences

Data and Program Strategy

• Analyze program data and operational trends to support informed decision-making, strengthen member retention, improve partner engagement, and enhance program effectiveness
• Develop and implement process improvements that increase operational efficiency and improve the member and partner experience
• Support organizational reporting, policy development, and strategic initiatives through data analysis, reporting, and cross-functional collaboration

Collaboration and External Engagement

• Participate in the review and selection process of host site partners by assessing alignment with program goals.
• Collaborate with internal departments to ensure consistent implementation of program policies, practices, and member support
• Support recruitment of members and host sites through presentations, events, and stakeholder engagement as needed
• Develop and maintain resources, communications, and agreement templates that promote clear expectations and consistent program delivery
• Support recruitment of members and host sites through presentations, events, and stakeholder engagement as needed
• Develop and maintain resources, communications, and agreement templates that promote clear expectations and consistent program delivery
• Support recruitment of members and host sites through presentations, events, and stakeholder engagement
• Develop and maintain resources, communications, and agreement templates that promote clear expectations and consistent program delivery

Other Duties

• Lead or coordinate special projects assigned by management
• Support organization-wide events and initiatives
• Perform other duties consistent with the responsibilities of this role

Interested and qualified candidaites are welcome to apply.