Summary: Queens University of Charlotte, located in one of the nation's fastest-growing metropolitan areas, is seeking a dedicated Digital Navigator Managers to oversee our Digital Navigator team. The manager will ensure effective service delivery, foster community engagement, and lead a group of Digital Navigators who assist community members with affordable home internet service, low or no-cost devices, digital skills, and troubleshooting. This position is a grant funded full-time benefit eligible position and is expected to continue through October 1, 2026.This position report to the Digital Navigator Program Director for the Center for Digital. This position is exempt from provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay for hours worked above 40 in a single work week. This position is not eligible for visa sponsorship.Essential Duties and Responsibilities include:Manage Digital Navigators:Oversee a team providing personalized assistance through in-person, telephone, email, and text communications.Moderate and respond to team’s daily support requests using Microsoft Teams and Outlook.Coordinate and manage the schedules and activities of a team of Digital Navigators, ensuring efficient use of time and resources for community partner engagements.Support and Training:Provide coaching, training, and onboarding for Digital Navigators, including 30-60-90 plans and annual performance reviews.Conduct bi-weekly one-on-one meetings to review performance, project updates, and Individual Development Plans.Evaluate individual performance and call quality assurance.Assist with recruiting and hiring Digital Navigator staff as needed.Digital Navigator Subject Matter Expert:Engage with local and national partners for program enhancement and share trends with entire DN and CDE team.Introduce new applicable ideas, strategies, and processes related to the Digital Navigator program.Identify certifications and succession ladders for the manager role and the team.Resource Management:Develop and update knowledge base/playbooks in HubSpot for new or revised processes to enhance service delivery.Maintain data effectively in HubSpot CRM, collaborating with the Operations team and Leadership.Community Engagement:Lead asset mapping for expanded county regions, identifying local digital resources, community partners, and event locations.Participate in community meetings and events to understand team interactions with residents.Attend all Community Council and DN workstream meetings.Project ManagementPlan, resource, and execute programs/projects of various sizes as connected to CDE initiatives.Demonstrate excellent organization, prioritization, and follow-through skills to achieve program/project objectives within established timelines.Process Improvement:Support and develop strategies in coordination with Leadership to improve current processes and implement new ones.Identify automation opportunities and new workflows/stages to enhance service efficiency.Non-Essential Duties:Other duties and special projects may be assigned to meet department and/or university needs.
