Director of Audience Care

Rocky Mountain Public Media•Denver, CO

1d•$89,700 - $115,300•Hybrid

About The Position

Rocky Mountain Public Media, Inc. (RMPM) is seeking a Director of Audience Care to lead the transformation into a friendship-based organization. This role evolves audience services into a broader scope, acting as organizational stewards of trust, care, listening, and relationship intelligence. The Director will support revenue, content, and operational teams by ensuring support is a strategic capability that strengthens trust and deepens friendships. As part of the Relational Operations leadership team, this individual will translate individual interactions into organizational learning, ensuring audience feedback shapes decision-making. The position is key to building and implementing new audience care and listening systems, innovative team structures, and daily trust-building practices. The Director is responsible for the Friends Support Team and accountable for audience care operations, CRM-informed relationship insights, support channels, and feedback loop systems across RMPM.

Requirements

7+ years of progressive experience leading audience engagement, customer care, and donor services.
3+ years leading people and teams.
Deep understanding of public media, nonprofit, or mission-driven ecosystems.
Energized by roles that integrate close collaboration & trust building with people while simultaneously executing operationally rigorous projects.
Proficiency with CRMs or customer service platforms (Revolution-ROI Solutions), Project Management tools (i.e. Monday or Jira), and Outlook/Slack/Teams/G-Suite communication tools.
Exceptional communicator and facilitator - able to turn abstract vision into daily practice.
Experience designing service operations and feedback systems.
Demonstrated ability to lead through ambiguity, redesign workflows, build trust with existing teams, and move a function from reactive service delivery to proactive relationship management.

Nice To Haves

Deep commitment to RMPM's mission of belonging and community-powered media.
Experience in public media, nonprofit membership, fundraising, arts/culture, civic, or mission-driven environments
Values patience, listening, experimentation, and co-creation.
Comfortable working in ambiguity, iteration, and developmental change.
Balances strategic vision with hands-on operational alignment.
Sees relationships, not transactions, as the foundation of sustainable success.

Responsibilities

Lead audience care operations across all existing support channels (CRM, phone & text lines, & email workflows) and develop and implement new organization-wide support channels, establishing friendship care standards rooted in empathy, responsiveness, and trust.
Own and continuously improve audience/member service standards, including response time expectations, issue categorization, escalation protocols, documentation standards, and resolution quality.
Ensure consistent support experiences across brands and platforms – focusing on closing feedback loops so people feel heard.
Creatively lead team projects to reduce friction at "friendship interaction" points across RMPM & establish escalation pathways to effectively address complex relationship concerns.
Lead, coach, and develop team by establishing effective workflows & service level agreements, setting behavioral standards that align with the principles of belonging, balancing efficiency with relationship quality, and fostering a team culture of learning and continuous improvement.
Build a cohesive Audience Care team structure within RMPM and through management of our external service support agency partner by identifying and adding capacity, skills & knowledge and generate creative solutions using available resources (deploying innovative technology solutions, developing focused and effective positions, effectively managing internal and external partnerships, identifying short-term contract/consultant projects that will get us closer to our goals).
Build closed-loop feedback practices so audience/member concerns are not only resolved individually, but also reviewed for patterns, root causes, and improvements to systems, communication, content, and member experience.
Maintain CRM health and data integrity through effective management of internal and external partners.
Ensure transactions with members and donors are handled with care and consistency, effectively supporting our investment teams in stewarding long-term relationships built on trust.
Ensure audience and donor data is handled consistently with privacy, confidentiality, data security, gift processing, and records management expectations.
Establish and maintain audience care, satisfaction, responsiveness, retention, and relationship-health metrics that inform organizational decision-making.
Develop regular audience care insights reporting, including recurring themes, pain points, service trends, sentiment, unresolved issues, retention risks, and recommend operational improvements.
Translate frontline learning into organizational recommendations sharing relevant friends insights information with other operational, content, or revenue teams.
Partner with digital and friends investment/revenue teams to co-design data systems and tools to deepen friendship lifecycle understandings – incrementally move us toward increased data accuracy, expanded team confidence in relationship insights, and more complete and shared understanding of what friendship looks like across the 5 stages of belonging (Welcome, Known, Supported, Included, and Connected) – and overall, help RMPM maintain a whole-person understanding of friends over time.
Partner closely with the Friends Marketing Director, Friends Events Director, and Membership, Major Gifts, and Underwriting Team Leaders to align with and develop the friends support strategy, projects, and ongoing activities.
Participate as a strategic learning partner around how to operationalize the friendship business model, ensuring people are at the center of our decisions and work.
Engage as a critical cross-departmental thought partner in how we will (1) shift from managing audience interactions at scale to how we will strengthen trust with our audience at scale, (2) shift from resolving cases to learning what matters to people in Colorado, (3) shift from providing support only to establishing systems that steward a sense of belonging with our friends.