IT Program Manager, Affiliate Technology Services

ACLU - National Office • NY

198d • $123,360 - $123,360

About The Position

The ACLU seeks a full-time position of IT Program Manager, Affiliate Technology Services in the Information Technology (IT) Department of the ACLU’s National office New York, NY. This is a hybrid role that has in-office requirements of two (2) days per week or eight (8) days per month. This position may be approved for remote work from a different U.S. location. The Information Technology (IT) department provides technology-based services and support for a more than 550-person National staff at our New York, Washington D.C., San Francisco, the Dakotas, Puerto Rico and Durham offices, including staff based in remote locations. ACLU IT support staff ensures business critical services are available to all staff. This position is part of a collective bargaining unit. It is represented by ACLU Staff United (ASU). Please note: Finalist candidates will be asked to submit a Digital Services pitch deck as part of the selection process. We’re sharing this upfront for full transparency and to ensure we can fairly evaluate each candidate’s entrepreneurial mindset and business acumen.

Requirements

• Demonstrated outstanding business acumen through hands-on entrepreneurial pursuits in delivering technical and digital services.
• Proven track record of successful delivery of digital and support services in a complex technical environment.
• Knowledge of and familiarity with digital tools such as Microsoft and Adobe products, online productivity and collaboration platforms.
• Effective communication skills, verbal and writing, including ability to compose, edit, and proof correspondences.
• Ability to set and abide by deadlines and commitments, navigating competing priorities.
• Ability to represent the organization and work with ACLU staff and other colleagues in a professional manner.
• Ability to work independently as well as part of a team.

Nice To Haves

• Experience in a large, complex nonprofit organization.

Responsibilities

• Lead regular program updates with Affiliates, internal staff, leadership, and external entities.
• Ensure program business alignment across all phases: contracts, design, marketing, communication, implementation, operations, fiscal management, support, change management, and continuous improvement.
• Define and track KPIs to assess program effectiveness across Network Operations, Service Desk, Information Security.
• Continuously improve communication, issue resolution, customer satisfaction, capacity and demand management.
• Represent the voice of the customers by ensuring the program delivers competitive value for technical services.
• Manage monthly reconciliation and affiliate billing processes.
• Act as a strategic liaison across internal teams including technology, security, privacy, finance, and operations.
• Devise and continuously update the end-to-end technical consolidation playbook and implementation schedules.
• Maintain accurate records of affiliate accounts, technical design, asset management, issue/problem and change logs, and ongoing support processes.

Benefits

• Generous paid time-off policy.
• Comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment).
• 401k plan and employer match.
• Annual professional development funds, internal professional development programs and workshops.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees