Senior Manager, Chapter Program
About Pavilion Pavilion began as a bold experiment to solve a personal problem. In the early 2010s, founder Sam Jacobs realized that the higher he climbed in go-to-market leadership, the lonelier the journey became. Those peer conversations – equal parts therapy, strategy, and camaraderie – sparked a global community of GTM professionals united by shared learning and support. Today, Pavilion serves nearly 10,000 members worldwide with industry-leading retention and profitability. At over $10M ARR, the brand is synonymous with excellence in GTM leadership. The Opportunity Local Chapters are one of the most important retention levers Pavilion has. The Chapter is where Pavilion stops being a subscription and becomes a room of people a member actually knows. That room is built and held together by our Chapter Heads – 70+ GTM leaders across North America, Europe, and beyond who host dinners, welcome new members, and act as the face of Pavilion in their cities. They are independent, not employees, but they often are the single most important point of contact members will have with our brand. The Senior Manager, Chapter Program owns that relationship and that outcome. You will develop, improve, and measure how Pavilion HQ works with its global network of local Chapters: setting program standards, recruiting and onboarding Chapter Heads, building the enablement and tooling that makes their job easier, running a steady drumbeat of communication so the field feels close to HQ.
What You'll Do
Own the Chapter Program end-to-end Set and continuously improve the standards, playbooks, and operating model for what a great Pavilion Chapter looks like – dinner cadence, member fit, host quality, programming variety, and Chapter Head expectations. Manage the portfolio of 70+ active Chapters: identify which Chapters need investment, which need restructuring, and where Pavilion should open or sunset Chapters based on member density and engagement. Own the Chapter Head compensation framework and partner with Finance on its application, ensuring pay tracks to the metrics that drive retention (dinner activity, member engagement, ICP composition) rather than tenure or historical precedent. Lead and develop the Ambassador Programs Associate Directly manage the Ambassador Programs Associate, who owns Chapter operations (event logistics, budgets, reimbursements, RSVP management, and Chapter Head payments). Set clear priorities, run a steady 1:1 cadence, and develop the Associate as the operational expert behind the program. Build the operating rhythm between you and the Associate so the field experiences Pavilion HQ as one coordinated voice, not two disconnected ones. Recruit, onboard, and enable Chapter Heads Build the bench: maintain a healthy pipeline of Chapter Head candidates in markets where we operate today and markets we want to enter. Run a structured Chapter Head onboarding that gets new Chapter Heads to their first successful dinner within 60 days, with clear expectations, a thorough handoff, and the toolkit they need to succeed. Develop and maintain the Chapter Head enablement library—host scripts, dinner playbooks, member-introduction templates, recruiting language, FAQs—and continuously upgrade it based on what's working in the field. Keep the field close to HQ Design and run the Chapter Head communications cadence so that every Chapter Head, whether in New York or Singapore, feels they have a direct line to Pavilion HQ. This includes a recurring Chapter Head newsletter, monthly office hours, an active Chapter Head Slack channel, and an annual in-person Chapter Head gathering. Serve as the primary HQ point of contact for Chapter Heads—the person they call when something is going right, going wrong, or when they need a fast answer. Be a visible, trusted advocate for Chapter Heads inside Pavilion. When the field has a problem with how a policy, a payment, or a program is landing, you are the person who carries that signal back to leadership. Measure Chapter performance and report on it Define the metrics that matter for the Chapter Program: dinners hosted, dinner attendance, ICP composition at dinners, member retention by Chapter, NPS by Chapter, time-to-first-dinner for new members, Chapter Head satisfaction and tenure. Build and own the Chapter dashboard. Surface which Chapters are healthy, which are at risk, and what HQ can do about it—before it shows up in churn data. Run quarterly Chapter business reviews with leadership: what worked, what didn't, what's next. Bring the same candor and data discipline to Chapters that we expect everywhere else at Pavilion. Partner across the company Work closely with Sales & Success on integrating the Chapter experience into the new-member onboarding journey, including warm Chapter Head introductions for new members in their first 90 days. Partner with Marketing on Chapter-related content, member testimonials, and the role Chapters play in our acquisition and brand story. Partner with Operations and Finance on Chapter Head contracts, payments, and compliance, with the Ambassador Programs Associate executing day-to-day. What You'll Bring Required Qualifications 5–8 years of progressive experience in community program management, membership operations, field programs, or a related discipline. Direct experience running a community or membership program at scale, ideally one with a paid membership component, a recurring event calendar, and clear retention or engagement outcomes you were measured against. Field program experience strongly preferred: experience working with a distributed network of community leaders, brand ambassadors, franchisees, regional hosts, or contractors who are not your employees but whose performance you are responsible for. Strong operational instincts: comfortable using AI and other technology tools to build dashboards, define KPIs, and use data to make program decisions rather than relying on anecdote.
Preferred Qualifications
Experience in professional membership organizations, B2B communities, or executive networks (e.g., Pavilion-adjacent peers like Chief, Hampton, YPO, EO, Vistage, Alliance for Talent Development, AICPA chapters). Familiarity with the tools we use—Slack, HubSpot, Hivebrite, Asana, Google Workspace—or comparable community/CRM platforms. Experience designing or running in-person events at scale, especially dinner-based or salon-style formats. Key Competencies Field Empathy. You instinctively think about a program from the perspective of the people executing it in the field. You know that a Chapter Head with a demanding day job will not read a 20-page guide, and you design accordingly. Operational Discipline. You build repeatable systems. You document what works. You make it easy for the next person to do the job. Leading Through Influence. You can inspire, coach, and hold accountable people who don't report to you. You earn trust quickly with senior operators. Success Metrics Member retention attributable to Chapters: GRR uplift among members who attend a Chapter dinner in their first 90 days vs. those who do not. Chapter program health: percentage of Chapters hitting target dinner cadence; percentage of dinners meeting ICP composition standards. Chapter Head experience: Chapter Head satisfaction (CH-NPS), Chapter Head retention/tenure, time-to-first-dinner for new Chapter Heads. Why Join Pavilion Be part of a mission-driven organization that prioritizes the professional growth and success of its members above all. Work directly with some of the brightest GTM operators and executives in the industry. Be part of a collaborative team that prides itself on putting kindness first. Enjoy the flexibility of a fully remote role, with a distributed team that values autonomy, trust, and outcomes over face time. Own a clearly-scoped, business-critical program with a direct line to senior leadership and visible impact on the company's most important metric: retention. Apply To This Job