Manager, Digital Operations and Support

Manager, Digital Operations and Support – Remote #2341

Atlanta, GA

AREA OF INTEREST

Information Technology

POSITION TYPE

Full-time

ALTERNATE POSTING LOCATIONS

Georgia – Atlanta

Position Description

*This a remote role, candidates from all US geographies will be considered*

In addition to duties and requirements below, we are looking for candidates with demonstrated capabilities to manage:

• Up to, 2000 fundraising websites
• Peer-to-peer fundraising experiences
• Deep non-profit understanding
• Software including BlackBaud, Donor Drive or similar

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JOB SUMMARY

Manage the digital operations & technical support team charged with the implementation, maintenance and tier-3 support for all online fundraising event websites, including sites for Relay for Life, Making Strides Against Breast Cancer, Distinguish Events, Coaches vs. Cancer and other events. This position works directly with our primary platform vendors and internal ACS resources to develop and support digital solutions designed to facilitate peer-to-peer fundraising and digital marketing strategies. Develops and manages the end-to-end integration of online event support processes and departmental service level agreements in partnership with other enterprise support teams.

This role is player & coach role. It is a blend of people management, platform management & project coordination. It includes the roles of platform administrator & subject matter expert, planner, organizer, compliance manager, liaison with tech, design, and marketing, communications, quality assurance & more.

In this role you will manage and support the end-to-end digital product website creation & customization process, including, system configuration & workflows, working across a variety of platforms, as well as stakeholder groups. You will collaborate closely with the Digital Product team & Development strategy leads across Ux, Brand and Marketing, and Customer Support/Experience teams. This role is responsible for administrative platform expertise and support; as well as on-going management and maintenance of all digital platforms, including end user training & on-going support, troubleshooting and issue management. You will work closely with business units to ensure web sites are designed, delivered and supported year-round to support fundraising efforts.

MAJOR RESPONSIBILITIES

• Oversees a combined digital operations and technical support team charged with administering and supporting event fundraising websites to deliver industry leading digital solutions and service results.
• Partner with leadership to develop, execute and drive Digital Product & Platform strategy.
• Act as change catalyst of Digital Solutions culture to more consulting and solutioning while providing excellent customer service.
• Build a culture of collaboration including building and maintaining strong relationships across the organization.
• Develop a succession pipeline and build growth plans for your staff.
• Review and meet SLAs for both technical support needs, as well as end user support needs. This includes, but is not limited to Tickets (ServiceNow), Tasks/User Stories (Azure Dev Ops) Projects to ensure timely delivery, etc.
• Ensure technical documentation (policies, procedures, diagrams, etc) is up-to-date, annual audits are completed & seamless, systems have appropriate monitoring and environments have appropriate disaster recover in place.
• Hires, trains, coaches and evaluates performance of direct reports.
• Provides leadership in motivating Digital Operations & Technical Support team to accomplish the Digital Ops organization goals and objectives.
• Manage Platform & End User Operational support & maintenance, including Service Now, Azure Dev Ops tickets and Salesforce Cases with appropriate resources to ensure that tier-3 and other escalated/elevated issues are resolved in a timely manner and with satisfactory outcomes.
• Manages a diverse technical support team who creates, customizes, and operationally supports thousands of websites, microsites, auction and donation form solutions that help raise a large portion of the overall digital revenue for the American Cancer Society.
• Ensures compliance with state and federal fundraising and sales regulations.
• Manages an enterprise suite of applications by developing and holding vendors or other technicians to the agreed upon services delivery plan.
• Delivers operational guidance and offers system solutions that enable the operations of functional areas on a 24x7x365 basis. Provides oversight to operations staff, manages schedules, and ensures production levels and quality are maintained.
• Serve as platform escalation point of contact along with the Digital Solutions problem Resolution team, facilitating timely communication to all internal stakeholders and effective issue resolution.
• Partner with internal/external cross-functional partners to: 1) Deliver key projects, 2) Invest in critical areas such as tools/systems, 3) Continuously improve processes and quality, 4) Define staffing and support requirements, and 5) Monitoring and reporting, to improve ability to scale, and to deliver on strategic plans and objectives. Work closely with other directors and consultants on the planning and implementation of new platform solutions. Coach team and business partners on acceptance of digital transformations.
• Design and monitor data flow processes to ensure data integrity is maintained within the online fundraising platforms and internal ACS data sources and systems.
• Manage the application of all default National content to site blueprints ensuring brand standards and effective messaging.

Position Requirements

FORMAL KNOWLEDGE

• 5+ years of work and management experience applicable to the duties listed in the job description.
• Bachelor’s degree in Information Systems, Computer Science, or Business Administration (related work experience can be substituted for degree)

OTHER SKILLS

• Strong problem solving and communication skills.
• Ability to manage multiple projects and collaborate effectively with other project partners and stakeholders.
• Ability to perform quality work well in a fast-paced, high-pressure environment with minimal supervision, and within defined deadlines.
• Strong time management skills and multi-tasking capabilities.
• Ability to interact professionally with personnel at all levels of the organization.
• Ability to design and document policies, practices, and procedures that have a positive impact on the organization.
• Ability to work with remote staff to identify problems and initiate effective solutions.
• Proven ability to identify areas for improvement, design solutions, effectively deliver recommendations, and implement process improvements.
• Possess strong customer service attitude and skills to meet customer expectations per service level agreements.
• Strong interpersonal skills, with demonstrated verbal and written communications to maintain effective working relationships with all levels of project teams.
• Have an understanding of the nonprofit sector,
• Be relevant on calls and make decisions on calls.
• Delegate as appropriate to team members and empower them to make decisions in your absence.

SPECIALIZED TRAINING OR KNOWLEDGE

• Demonstrated experience managing staff competent in website development and support.
• In depth knowledge of digital platforms and applicable fundraising strategies.
• Proficiency in development platforms (such as Flash, CSS, JavaScript and HTML), and multimedia software packages (such as Microsoft Office, Lotus, Adobe Photoshop, Dreamweaver, and Captivate)

SPECIAL MENTAL OR PHYSICAL DEMANDS

• Some travel may be required.

The expected starting rate is $90,000 -$110,000 annually. The final candidate’s relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.

The American Cancer Society has adopted a vaccination policy that requires all staff, regardless of position or work location, to be fully vaccinated against COVID-19 (except where prohibited by state law).

ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.