Impact Assistant Success Manager (IASM)

Overview

We’re hiring an Impact Assistant Success Manager (IASM) to join our Operations Department and support the performance, development, engagement, and retention of our Impact Assistants.

This role serves as a key bridge between Impact Assistants, clients, CSMs, and internal operations. The IASM will provide coaching, accountability, resources, and ongoing support to help IAs succeed in a remote work environment while meeting company and client expectations.

Key Responsibilities

• Lead and coach Impact Assistants toward consistent performance and professional growth

• Monitor KPIs, productivity, quality, attendance, utilization, and client feedback

• Conduct performance evaluations and support performance improvement plans when needed

• Build strong relationships with IAs while maintaining accountability and performance standards

• Partner with CSMs and internal teams to address client and operational needs

• Support employee engagement and retention initiatives

• Maintain accurate documentation, reporting, and Salesforce records

• Ensure adherence to company processes, SOPs, and operational standards

• Identify opportunities for process improvement and contribute to continuous improvement initiatives

• Help maintain a remote work environment that supports accountability, development, and client service

Required Skills and Experience

• 3–5 years of progressive experience in leadership, coaching, workforce management, and/or performance management

• Experience leading or supporting remote teams

• Strong background in coaching, performance management, and employee engagement

• Experience working with KPIs, reporting, evaluations, and performance improvement plans

• Strong client-service and stakeholder communication skills

• Ability to balance business and client requirements with employee development and support

• Strong organizational skills and attention to documentation and process

• Familiarity with Salesforce, Google Workspace, Microsoft Office, Time Doctor or similar workforce-management tools, reporting platforms, and collaboration tools

Preferred Experience

• BPO, customer service, or client-facing operations experience

• LMS experience

• Bachelor’s degree in Business Administration, Human Resources, Organizational Development, Psychology, Operations Management, Leadership, or a related field. Equivalent leadership experience may also be considered.

Ready to Apply?

If you have experience developing people, managing performance, working with stakeholders, and supporting remote teams, we encourage you to apply for this internal opportunity.