Donor Support Assistant Director, Product and Team Resources

WHO WE ARE:

ActBlue builds and maintains a powerful online fundraising platform for Democratic campaigns, progressive organizations, and nonprofits working to create a better future. We put power in the hands of small-dollar donors by making it easier for grassroots supporters to make their voices heard and by helping thousands of groups — from presidential candidates to environmental organizations —  build people-powered movements.

If you’ve ever given online to a Democratic candidate or progressive organization, chances are you’ve used our software. We’re a tech-nonprofit organization, and our team has a big impact on the future of our country. Each and every one of us, from the political activists to the tech innovators to the customer service pros, is fully committed to our mission.

THE OPPORTUNITY: 

The Donor Support Team within the Customer Service Department at ActBlue provides frontline support to many of ActBlue’s millions of donors. The Donor Support Team’s primary mission is to provide fast, friendly, and accurate service to donors who reach out to us via email or telephone. 

The Assistant Director Product & Team Resources (AD Product & Team Resources) will be joining a team that grew tremendously during the 2020 Election cycle and is now looking towards its next phase of growth with a focus on scalability and sustainability. The AD Product & Team Resources is a new role for this team, and this person will work closely with another Assistant Director (Team Operations) while reporting directly to the Donor Support Director. The AD Product & Team Resources will be responsible for building and maintaining internal team resources, expanding and maintaining internal feedback loops with ActBlue Technical Services (ATS) product teams, and managing specialized team leads. 

WHAT YOU WILL DO: 

• Coordinate with other leaders, both within Donor Support and across other CS teams, to ensure departmental cohesion
• Lead the team that will be responsible for all of the important tools, workflows, documentation, and training that enables the other Donor Support Assistant Director and their team to deliver frontline service 
• Collaborate with DS Director & peer DS Assistant Director to develop and execute on vision, goals and priorities for the DS Team
• Provide recommendations for KPIs, goals, and benchmarks for their teams 
• Lead an overhaul of all internal team resources (ie: the Donor Support Confluence space) and develop a plan for regular maintenance and updates 
• Develop and maintain robust internal training resources, including both ongoing professional development and team onboarding materials 
• Maintain and iterate on existing internal tools and workflows, including those within Zendesk 
• Develop and maintain internal feedback loops with counterpart(s) with ATS, in particular donor-facing Product teams
• Lead develop of quality assurance (QA) workflows and processes that both ensure a high quality of support and lead to increased accountability and professional development for DS teams 

WHAT YOU BRING: 

• Dedication to ActBlue’s mission of empowering small-dollar donors
• Minimum 6 years experience in Customer Support 
• At least 3 years of experience in people management, experience managing managers is  highly preferred
• Experience scaling and managing remote teams with non-standard schedules 
• Exhibits high levels of emotional intelligence and a clear and thoughtful approach to communication 
• Experience working with a nonprofit and/or mission-driven organization in some capacity; on the job experience in the Democratic or Progressive political space is a plus but not required
• Flexibility and willingness to work nights and weekends as needed, particularly around deadlines and important elections 
• Experience working with, or an ability to learn, tools such as Zendesk, GSuite, Airtable, Trello, Confluence, & Slack is strongly preferred 
• Commitment to building actively anti-racist systems, projects, and teams

LOCATION AND COMPENSATION: 

This is a fully remote position. This posting is for a full-time, salaried position. We are authorized to support remote work in Arizona, California, Colorado, Florida, Georgia, Illinois, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Rhode Island, Tennessee, Texas, Virginia, Washington, Washington DC, and Wisconsin. 

We offer a competitive salary and a generous compensation package, which includes commuter benefits or home office stipend; fully paid and trans-inclusive health, dental, and vision insurance; an employer-sponsored 401k contribution plan; a generous professional development stipend; three months paid parental leave for all genders, adoptions included; and a flexible time off policy.

Women, people of color, LGBTQIA2S+ individuals, and members of other minority or marginalized groups are strongly encouraged to apply. ActBlue is an equal opportunity employer and does not discriminate against candidates on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, or veteran status. 

ActBlue cannot at this time sponsor work visas.

*ActBlue will never ask candidates to buy equipment, nor will we email from anything other than an actblue.com or actbluetech.com email address.