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 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 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.