Program Coordinator, YAA Marketing​/Communications

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The Yale Alumni Association (YAA) is responsible for university-wide alumni relations programs and for organizing and supporting events, programs, initiatives, and other opportunities to strengthen alumni relationships with Yale. Reporting to the Senior Director for Communications & Marketing, the Program Coordinator provides high-level administrative support for the Communications and Marketing team, handles customer support to alumni and other affiliates who reach out to the YAA through online services and the main department phone line, and contributes to developing outreach plans to the alumni community.

• Provide tier one customer support and functional assistance for both general YAA inquiries and alumni online services provided by YAA. Monitor, respond to, and route general alumni email correspondence and calls to the YAA’s main department phone line. For alumni online services, triage technical problem identification to determine if users’ needs are related to a YAA platform, e.g., the online directory, branded Yale alumni email (Yale Mail), library resources, or chapter management tools.
  
  Respond with appropriate support information and troubleshooting until the user’s needs have been met or have been escalated within YAA or to other Yale departments as needed.
• Validate new account requests, in compliance with policies that govern alumni access to university systems. Provide clear communication regarding access policy information and sign-in requirements for various systems. Escalate suspicious or complex cases to Gift and Records Services in the Office of Development and collaborate on resolution.
• Contribute to the maintenance of the knowledge database of customer support documentation, response templates, and routing procedures. Track all general and customer support inquiries and provide periodic reports to management on volume, topics, and related statistics.
• Contribute to the development of outreach plans for signature YAA programs and events, such as YAA Assembly, Yale Day of Service, online services for alumni, and Yale College Reunions. Support social media and e-marketing aspects of these outreach efforts.
• Keep YAA Photo Courtyard (NetX) up to date and upload any new photos that come in.
• Serve as the point person for Communications and Marketing financial needs, including purchasing card expense reports, vendor management, invoices, and purchase orders.

• Strong verbal and written communications skills; ability to create communications that are thorough, helpful, and reinforce the YAA’s mission. Ability to provide excellent customer service via email, social media, and phone.
• Excellent interpersonal skills. Commitment to an inclusive workplace. Ability to maintain confidentiality.
• Demonstrated organizational and research abilities with strong attention to detail, including analyzing and synthesizing information in a cogent and concise form. Ability to conduct data analysis and create reports.
• Demonstrated ability to prioritize, juggle competing priorities, and meet deadlines. Ability to initiate and complete tasks with minimal supervision. Demonstrated ability to show initiative and to learn new skills. Ability to work collaboratively and contribute to team objectives.
• Advanced proficiency with Microsoft Office. Ability to master new IT tools, resources, and databases.

• Familiarity with web analytics (e.g., Google), email marketing systems, social media (Facebook, Twitter, Instagram, You Tube, Tik Tok, Linked In), web content management systems (such as Drupal), and data analysis and reporting. Experience with Adobe Creative Suite (Acrobat, Photoshop, Dreamweaver, Illustrator, etc.).
• Knowledge of Yale’s organization and YAA’s alumni relations programs.

• Oversees and…