Senior Manager, Chapter Wish Relations

Who We Are: Our vision is to grant the wish of every eligible child. Through our mission, we are uniting communities to grant life-changing wishes. As the world’s largest wish-granting organization, we strive to create a sense of community and an environment where we warmly embrace our wish families, volunteers, and colleagues. Joining Make-A-Wish means becoming part of a mission that believes in the power of a wish. Location: Applicants must be authorized to work for ANY employer in the U.S. We do not sponsor employment visas or other immigration processes to attain or maintain employment eligibility. Remote positions are open to applicants based anywhere in the continental U.S. Hybrid positions are open to applicants based in the Phoenix, Arizona area. Position Summary: The Senior Manager, Chapter Wish Relations, serves as an embedded support system for chapters, providing direct assistance during staffing shortages, extended absences (such as maternity or medical leave), organizational transitions, or periods of increased operational demand. This individual integrates seamlessly into chapter teams to support the management and execution of wish-granting activities, ensuring alignment with national standards and best practices. This role requires a dynamic and adaptable professional who can quickly assess situations, build trust with team members and stakeholders, take initiative, and maintain the uninterrupted progress of wish-granting initiatives regardless of circumstances. In addition, this role will play a critical role in supporting enterprise-wide wish enablement efforts, supporting the strategic identification and movement of wishes across chapters to ensure timely fulfillment when local financial or staffing capacity is constrained. Knowledge & Abilities: Deep expertise in wish granting operations, including travel and non-travel wishes, program development, child-and family-centered practices, and ensuring mission compliance within a federated nonprofit context. Possesses strong judgement and analytical skills with a child-first mission driven lens Exhibits proven consultative and advisory capabilities, establishing credibility and trust with chapter leaders, mission teams, and national colleagues through influence rather than direct authority. Displays excellent interpersonal, written, and verbal communication skills; able to build trust quickly with a demonstrated ability to influence without authority and operate within a federated model Brings robust project management and time management skills; adept at handling multiple priorities across chapters simultaneously. Effectively supports and collaborates with chapter leadership—including CEOs, mission leaders, and staff—by providing resources, tools, and strategic guidance to strengthen performance and mission outcomes. Ability to assess situations quickly and execute independently displaying adaptability and resilience in a fast-paced environment. Duties & Responsibilities: Embedded Chapter Support and Wish Execution Deployed into chapters as an interim resource, assuming responsibility for day-to-day wish granting functions as requested Ability to manage: Qualification and Onboarding; Wish Discovery and Design; Family, Volunteer and Vendor Engagement; Budget Management; Documentation and Compliance; Coordination of Travel and Non-Travel Wishes Rapidly assess chapter workflows, caseloads and risk areas and independently prioritize and execute work to stabilize and advance wish pipelines. Conducts comprehensive assessments of chapter wish operations to identify opportunities for performance improvement, risk mitigation, operational consistency, and scalability. Support chapters in effectively leveraging national in-kind partnerships, assets, and inventories to enhance wish quality, operational efficiency, and cost effectiveness. Wish Enablement and Cross-Chapter Collaboration Support enterprise wish enablement efforts, including identifying, coordinating, and facilitating the transfer of wishes to chapters with available financial or operational capacity. Partner with chapter leaders and Make-A-Wish America colleagues to remove barriers that delay or prevent wish fulfillment (wish, medical and volunteer). Ensure smooth handoffs and clear communication between originating and receiving chapters. Track progress and outcomes of enabled wishes to support transparency and accountability. Transition and Capacity Support Provide stabilization support during chapter leadership or staffing transitions, ensuring wishes continue to move without interruption. Document processes, outstanding work, and transition notes to support long term chapter sustainability. Serve as a trusted operational advisor to chapter CEOs and mission leaders during high change periods. Collaboration and Enterprise Alignment Supports chapter mission leadership by providing strategic consultation and guidance related to program services. Work closely with Chapter Relationship Leaders, Mission Advancement, Chapter Operations, Volunteer Engagement and chapter staff to align execution with Make-A-Wish America standards, policies, and strategy. Represent national office with professionalism, credibility, and a solutions oriented‑ mindset while embedded in chapters. Share insights, trends, and operational learnings to inform continuous improvement across the network. Qualifications: Bachelor’s degree in nonprofit management, business or related field, or equivalent experience required 5+ years of program management or shared services experience required; experience in a federated non-profit organization and/or Make-A-Wish chapter experience preferred. 2+ years in people management or leadership position. Excellent knowledge of nonprofit resources and best practices in the areas of program delivery, volunteer recruitment, training of Boards and staff, community development, budgeting/financial management, operations, finance, and nonprofit regulatory requirements. Demonstrated experience in project management, research, and data analysis, change management, program delivery, business planning and board/committee support. Salesforce and WVC proficiency required Strong knowledge of Microsoft Office applications required, including demonstrated expertise in Word and Excel Work Environment: Ability to thrive in a remote environment. Travel required for internal and external meetings May require work outside a traditional Monday – Friday work week, and outside normal business hours. This includes weekends and early evening weeknights. This Role's Hiring Range $86,196 — $100,000 USD What We Offer: Benefits Comprehensive benefit package, effective day 1 : Medical, Vision*, Dental*, Wellness Competitive compensation with annual incentive potential Health Savings Account and Flexible Spending Account Options Health Reimbursement Account fully funded by Make-A-Wish America Short Term Disability*, Long Term Disability* and Life Insurance Additional Insurance Plans: Accident, Critical Illness, Hospital Indemnity, Pet Insurance through Figo 401(k) Retirement Savings Plan with 5% match after one year of service Eligibility for student loan forgiveness through the Public Service Loan Forgiveness Program The organization will send a laptop, 24” monitor, and a docking station/adaptor to new hires Time Off Competitive PTO starting at 15 days, with enhanced time off for senior roles 10 Sick Days 11 Paid Holidays 2 Volunteer Days after one year of service 2 Personal Days accrued annually Parental Leave Also... Employee Awards and Recognition Programs Individual and Leadership Development Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets *Monthly premiums paid for the employee for vision, dental, and short/long term disability.