Donor Support Assistant Director, Team Operations

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 Team Operations (AD Team Ops) is responsible for leading and managing the side of the Donor Support team providing frontline support to ActBlue’s donors. The AD Team Ops will be a passionate people manager who is energized by coaching and developing talent, and who is focused on delivering the best support possible to users. The person in this role will be responsible for executing on the vision, goals, and priorities laid out for the DS Team by the DS Director. 

WHAT YOU WILL DO: 

• Coordinate with other leaders, both within Donor Support and across other CS teams, to ensure departmental cohesion
• Provide direct day to day support and management to DS Managers and their teams, with an eye towards coaching, development and team culture 
• Manage team workflows, including day to day data monitoring of metrics and trends
• Plan for team resource and capacity needs, including team schedule and coverage mapping 
• Serve as as a high level touchpoint for escalated donor issues and troubleshooting 
• Build/maintain a deep understanding of all donor-related issues and trends 
• 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 
• Work with managers to ensure that their teams are meeting goals and performance metrics, including supporting the creation and execution of professional development and/or performance improvement plans as needed 
• Surface resource, training, and product needs to Donor Support Assistant Director peer (Product & Team Support) and collaborate on development as needed 
• Run effective team meetings that are inclusive and impactful, both for DS Managers and the larger team 

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 
• 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.