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Digital Solutions Product Manager

Employer
United Way of Greater Atlanta
Location
Atlanta, Georgia
Closing date
Apr 8, 2023

The Digital Solutions Product Manager reports to the Vice President of Partner Solutions. The Donor Services department, within the Finance department, is a comprehensive team that manages the donor experience in the donation process. The overall goal of the Donor Services department is to support United Way donors with best-in-class customer service.

Position Summary

The Digital Solutions Product Manager will focus on strengthening our position as a companys partner of choice in digital engagement, with the ability to fully meet the requirements to execute charitable programs.

This position is responsible for managing a portfolio of companies utilizing our digital tools while providing a best-in-class experience. The Digital Solutions Account Manager will ensure the optimal performance of the tools/applications used to support the solution implementation. They will work closely with external stakeholders, including company contacts, and other internal departments, to facilitate a seamless flow of requirements and metrics.

Key Responsibilities

  • Responsible for stewarding key CSR campaign contacts utilizing our digital tools, exhibiting robust relationship management skills, and strong communication of real-time status in each phase of each digital solution life cycle including: 
    • Lead requirement gathering sessions with corporate clients and development staff  
    • Implement, customize, and manage projects related to our digital solutions projects and deliver on client requirements 
    • Communicate and provide support to customers effectively at both the executive and technical levels to ensure consistent messaging and appropriate escalation 
    • Navigate all challenges presented and guide them to resolution, working closely with client company IT departments and Finance teams. 
    • Train stakeholders on relevant digital platforms  
  • Demonstrate an expert knowledge of our digital solutions to internal and external audiences: 
    • Research, develop, and lead collaborative efforts between Office of Development, IT, and Marketing to implement innovative work in this area. 
    • Consult, train, and empower Development staff to leverage digital solutions within their accounts. 
    • Accurately and effectively communicate any aspect of the process to any audience. 
    • Ensure the optimal performance of the tools/applications used to support the workforce and other digital campaign executions
    • Assist the customer service team in ensuring that all cases are handled to maximum satisfaction. 
  • Develop detailed execution plans for complex local, regional, and national campaigns, including support to all involved United Ways and regional/national company locations. Will work closely with the primary Development Officer internally
  • Develop reports that aid strategic use of digital solutions for both company contacts and internal fundraising team. 
  • Use reporting and analytics to extract insights from each campaign and use that information to improve the processes of future campaigns and to support UWGA winning new business. 

Qualifications & Expectations

This role requires a blend of analytical skills, soft skills, and continuous professional development:

Qualifications

  • Undergraduate degree or equivalent work experience
  • 3-5 yrs. fundraising/campaign experience and technical experience (Web-Based technologies, back-end financial systems and processing, database management, basic knowledge of HTML, experience with Microsoft Office; specifically, Excel and Power BI)
  • Knowledge of full application life cycle experience including scope definition, design, development, and user training.
  • Project management skills:  well-organized, able to provide structure, and knowledgeable regarding process implementation within areas of responsibility.
  • In-depth knowledge and familiarity with local business community
  • Creativity to initiate new ways to use technology
  • Strategic thinking as to best ways to position UWGA in the digital economy as well as the broader UW system.
  • Strong interpersonal skills: specifically, customer service and relationship management skills
  • Strong written and verbal communication skills.

Expectations

A successful individual in this role will be:

  • An excellent communicator with strong listening skills
  • Resourceful, creative problem-solver
  • Organized and goal oriented
  • A strong collaborator and comfortable with working in a highly dynamic environment
  • Effective interpersonal skills and ability to relate with a diverse team. Ability to work in harmony with peers and as an active team member.
  • Strategic thinker, able to further the abilities and goals of the organization.

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