WHO WE ARE:

ActBlue is a nonprofit that builds tech and infrastructure for Democratic campaigns, progressive-aligned causes, and people trying to make an impact in order to fuel long-term, people-powered change. If you’ve ever given online to a Democrat or progressive organization, chances are you’ve used our powerful online fundraising platform.

We put power in the hands of small-dollar donors and help thousands of groups — from presidential candidates to environmental organizations —  build grassroots movements. We envision a democracy where everyone looking to make progressive people-powered change can easily and effectively deploy their resources, energy, and creativity to shape our country and futures. 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 posting is for a full-time, remote, salaried position. ActBlue is currently authorized to support remote work employees 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 D.C., and Wisconsin. 

Salary Range: We offer a competitive salary and a generous compensation package, which includes the benefits listed below:

BENEFITS:

• Flexible work schedules and an unlimited time-off policy
• Fully paid and trans-inclusive health, dental, and vision insurance for employees and their families
• Automatic 2% 401K contribution, plus up to 6% match
• Three months paid parental leave for all new parents, adoptions included; 4 weeks of a fully paid flexible work schedule; plus an additional one week of paid leave and an additional one week of flexible work schedule for every full year the employee has worked for ActBlue
• Commuter or home-office benefits, including a $1,000 home-office setup allowance for all new full-time remote employees
• Additional perks including monthly snack deliveries and digital subscriptions to the Boston Globe & New York Times

ActBlue is unable to sponsor work visas at this time.

INCLUSION STATEMENT:

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 is also committed to providing reasonable accommodations to individuals with disabilities throughout the interview and employment process, including using our online system to apply for a position.