Director, Customer Insights (NYC)
DonorsChoose.org - New York, NY

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Our Organization

DonorsChoose.org engages the public in public schools by giving people a simple, accountable, and personal way to do something about educational inequity. Fast Company recently named DonorsChoose.org one of the 50 Most Innovative Companies in the World alongside Apple, Google, Netflix—the first time a charity has made the list. GOOD Magazine highlighted DonorsChoose.org as one of 30 Places We Want to Work.
Launched in 2000 and headquartered in New York City, DonorsChoose.org now has 200,000 teacher-users and 1 million donors. Over the past 12 years, DonorsChoose.org has helped bring over $179 million of books, art supplies, field trips, and other resources to 8 million students from low-income communities.
We offer our employees a competitive salary with bonus potential and comprehensive benefits including employer-paid premiums for medical, dental and vision coverage, transit benefits, 401K (up to 5% match of base salary), 5 weeks paid vacation plus national holidays, a professional development budget, and opportunities to be involved in and inform the growth of the organization.
See more at www.donorschoose.org/jobs

Overview

The Operations team delivers on the DonorsChoose.org mission. We work directly with teachers, donors, and suppliers to enable an effective, streamlined user experience. To ensure the end-to-end integrity of every project request, this team manages communications and systems that guide projects from submission through fulfillment. With a focus on productivity gains, continuous improvement, awesome customer service, and scalable technology, the Operations team collaborates daily with other teams to keep our program running smoothly. And we have a lot of fun.

As part of the Operations Team, the Director performs three critical roles:

Overseeing customer service for our website users, ensuring prompt and effective resolution as well as brand-enhancing interactions.
Identifying, implementing, and managing customer support tools, e.g. knowledge base and issue-tracking functionality.
Collecting and analyzing customer feedback, using it to advocate for improvements across the organization.

Position Responsibilities

The Director manages the Customer Relations team, coordinates its functions, and often serves as liaison between the Operations team and other departments within the organization. The position reports to the Chief Operating Officer.

Management

Lead a team of 6 high-performing colleagues, as well as seasonal staff and interns, overseeing all related HR duties
Develop and implement DonorsChoose.org customer support and retention strategies

Customer Service

Identify user experience improvements for our website and campaigns
Monitor and measure customer service performance based on key business metrics
Develop a quality control system to evaluate and coach all staff who handle customer service, to ensure consistent philosophy and tone
Provide prompt and effective resolution for high-touch customer service situations
Develop and continuously evaluate business policies to ensure the least friction for customers
Oversee integrity assurance efforts for the organization, ensuring our website is a place people can trust

Technology

Work closely with COO and CTO to identify highest priority website changes for operational efficiency and user experience improvements
Manage relationships with 3rd party vendors who provide customer service technology such as issue-tracking or knowledge base software
Oversee website usability testing program for DonorsChoose.org

Qualifications

The right candidate is motivated by our mission and entrepreneurial, goals-driven culture. We seek a team player who is/has:

Experience and enthusiasm for managing a talented team with a wide range of responsibilities. Able to coordinate multiple projects simultaneously.
Excited about user experience, with a customer-centric approach to business problems. Experience with usability testing, survey research, or other feedback systems a plus.
Exceptional ability to build consensus among colleagues with diverse perspectives and outstanding speaking, writing, and interpersonal skills. Experience with email and website copy writing preferred.
Innovative, process oriented, and able to generate creative ideas to boost productivity.
Tech savvy and proficient in Microsoft Office programs. Experience in a technology-centric environment strongly preferred.
Desire to work in a fast-paced, startup environment. Flexible to meet team needs. Excited to take on challenges with a sense of humor.
Bachelor’s degree required. Advanced degree such as an MBA not required but a plus. 3+ years of relevant work experience preferred.

Compensation and Benefits

DonorsChoose.org is proud to offer a total compensation package including: a competitive salary with merit-based bonus potential, a comprehensive benefits program including employer paid premiums for medical, dental and vision coverage, as well as transit benefits, 401K (up to 5% match of base salary), professional development budget, casual workplace and 5 weeks paid vacation plus national holidays.

To Apply: Please apply online by submitting your resume, salary requirement, and cover letter to César Bocanegra, Chief Operating Officer.

DonorsChoose.org is an equal opportunity employer committed to developing the skills and leadership of people from diverse backgrounds. We enthusiastically encourage diverse applicants to apply for this and all of our positions! Job Location(s) New York City, NY, US

Website www.donorschoose.org

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