Associate Director, Product Operations- Remote

Contributor Development Partnership, PBC•Boston, MA

14h•Remote

About The Position

CDP, a Boston-based public benefit corporation, uses the collaborative fundraising model to improve the operational efficiency and revenue generation capacity of the public media system. CDP currently provides more than 230 NPR and PBS public media organizations (PMO’s) with outsourced marketing, data analytics, fundraising, and technology services. These services help PMO’s raise more net income, grow their donor files faster, lower their fundraising costs, and free up development talent allowing stations to better focus on local engagement. Since its inception, CDP has delivered more than $1 billion in membership revenue for local PMO’s participating in its services and has become the most widely adopted Public Media service in the history of public media. Just as CDP is committed to supporting public media organizations around the country, we are equally committed to supporting each of our team in their own professional development. For more information visit www.cdpcommunity.org [http://www.cdpcommunity.org/] Associate Director, Client and Product Operations for the Audience Activation Platform The Audience Activation Platform is CDP’s newest offering for mission-driven organizations, aiming to build a more perfect view of the entire donor. We gather insights everywhere, from real-world and virtual events to socials, volunteer, donation, and other activities. With this comprehensive, connected, and real-time data, organizations can glean novel insights about what truly drives donor behavior, and tailor activities accordingly.   The Associate DIrector is an integral part of the AAP team, taking the lead on onboarding, training, and supporting clients for AAP. A key persuader, trusted relationship builder, and visionary, the role partners with the Sr Product Manager to craft compelling narratives for getting clients onboard, as well as helping drive the product vision and features with client and prospective client feedback.   Operations and support strategies are a primary responsibility for this entrepreneurial leader who exhibits a fine balance between action and collaboration. They are capable of executing on all parts of the onboarding and training cycle, and able to persuade their team to jump right in alongside them. 

Requirements

4+ years in training, partnerships, or client engagement role
Proven ability to lead complex discovery conversations, tailor solutions, and guide clients through ambiguity.
Has managed asupportpipeline using tools such as Salesforce or HubSpot.
Proventrack recordof creating effective and scalable support material including knowledgebase articles, LMS, and continuous feedback loops.
Expertise supporting multi-stakeholder environments where decision-making spans marketing, operations, IT, and leadership.

Nice To Haves

Highly detail-oriented with a passion for process improvement. Excellent verbal and written communication skills.
ExperiencesupportingSaaS, data/analytics tools, or nonprofit tech
Knowledge of and exposure to public media, nonprofit fundraising, or marketing workflows (e.g., pledge campaigns, CRM systems, donor segmentation).
Examples of company representation at client workshops and industry events, especially with a thought leadership or educational angle.

Responsibilities

Identify and engage early adopter stations across the public media system; partner with Client Support teams to provide training and support to early stage organizations(as needed.)
Process optimization: Develop, document, and improve internal workflows to streamline client onboarding and support.
Partner with Sr. Product Manager to support discovery to understand client needs, workflows, and challenges
Tailor demos andtrainingsto highlight value for different roles (e.g., marketing directors, membership leaders, data teams).
Co-create client-facing materials including pitch decks, one-pagers, training resources, and case studies.
Ensure that all client-facing materials remain up to date and create new materials as new features are released. Act as the primary point of contact for users to gain additional training or to report an issue.
Provide regular feedback to the product team about what resonates (and what doesn’t) with clients in the field.
Assist with issue research and QA checks.
Build trusted relationships with prospective and current clients throughout theonboardingand supportlifecycle.
Serve as the primary point of contact from early engagement and onboarding through ongoing success management. Act as AAP SME for internal teams and external users without an MSB Client Support Representative.
Partner with Sr. Product Manager to discover services supported by the AAP. Create documentation and training for internal teams to support these services.
Work alongside the team to identify patterns in user needs, blockers, and feature requests.
Help prioritize opportunities for iteration that improve usability, clarity, and perceived value.