Manager, Community Research and Evaluation Help Desk

Rice University•Houston, TX

1d•Hybrid

About The Position

Rice University, a top 20 university in Houston, Texas, is known for its 6-to-1 undergraduate student-to-faculty ratio, residential college system, and strong community values (Responsibility, Integrity, Community, Excellence). The Kinder Institute for Urban Research and the School of Social Sciences are hiring a Manager for a Community Research and Evaluation Help Desk. This position will be embedded at the United Way of Greater Houston to establish a first-of-its-kind Help Desk. The Manager will triage data and evaluation questions and services for Houston-area nonprofits, coordinating with the United Way's Coffee and Quality programming. They will also communicate updates to the Houston evaluation network and summarize peer-reviewed articles. The Manager will collaborate with the Director of the Houston Population Research Center, the School of Social Sciences Assistant Dean for Student Programs, and the Assistant Vice President for Mission and Strategy at the United Way to develop Help Desk offerings, a request collection/triage process, and a decision tree for timely resolution. The role requires thoughtful development of an accessible user experience and an adept workflow. The Manager will also hold 'Open Office Hours' in partnership with the United Way's Coffee and Quality team to provide in-person services. In years two and three, the Manager will help create a rotational program for Rice University Master of Social Policy Evaluation students. This is a three-year, grant-funded position with efforts to seek additional funding beyond the initial term.

Requirements

Bachelor’s degree (or foreign equivalent) in sociology, economics, other social science, public health, or a related field, and completion of a university-level course, thesis, or dissertation
2+ years of experience (or additional related education above and beyond what is required may be substituted on an equivalent year-for-year basis)
Ability to develop and initiate new strategies
Advanced problem-solving skills
Exceptional written and verbal communication skills
Data analysis skills
Ability to work well under pressure and manage multiple projects simultaneously
Strong organizational and time management skills
Advanced knowledge of Microsoft Office Suite
Ability to work independently and as part of a team to meet expected deadlines and schedules
Attention to detail
Ability to develop program partnerships and funding sources
Basic knowledge of managing budgets and developing financial plans

Nice To Haves

Master’s degree (or foreign equivalent) in sociology, economics, other social science, public health, or a related field
Experience working with data systems, reporting processes, or institutional research
Familiarity with project management tools or ticketing systems
Experience building new processes or programs from the ground up
Experience in higher education, nonprofit, government, or complex organizational environments

Responsibilities

Serve as the primary point of contact for data-related inquiries sent to the Help Desk via email, phone, and website in partnership with the United Way of Greater Houston’s Coffee and Quality team.
Respond promptly and professionally to ensure clarity, accuracy, and excellent customer service.
Contribute to the project management or ticketing system to assess the scope, urgency, and complexity of Help Desk requests to determine next steps.
Work with the United Way of Greater Houston Help Desk colleague to monitor progress and ensure timely resolution of inquiries.
Identify recurring themes and recommend process improvements that lead to measurable efficiencies.
Translate technical or complex academic journal articles into clear, accessible language for the United Way of Greater Houston’s Coffee & Quality bi-monthly newsletter.
Design, document, and continuously improve a clear, accessible, and user-friendly workflow for data requests.
Develop expert-level knowledge of the United Way of Greater Houston’s scope of work and the mission of Coffee and Quality programming, alongside an understanding of Rice University’s Kinder Institute for Urban Research expertise, to route inquiries to the appropriate departments or subject matter experts.
Establish and monitor performance metrics to ensure processes produce effective and timely outcomes.
Proactively identify gaps and independently move solutions from proposal to execution.
Build strong working relationships across the various grant stakeholders to ensure a coordinated and effective effort toward the Help Desk’s impact.
Translate conceptual ideas into structured processes, practical tools, and implementable systems, and facilitate conversations that clarify needs and move discussions toward actionable next steps.
Manage expectations and provide regular updates to requestors.
Perform all other duties as assigned.
Provide regular communication to the Houston evaluation network with updates and progress on Help Desk activities.
Summarize short-form, peer-reviewed articles that provide timely insight into policy implementation, analysis, and evaluation.
Work closely with the Director of the Houston Population Research Center at the Kinder Institute, the School of Social Sciences Assistant Dean for Student Programs, and the Assistant Vice President for Mission and Strategy at the United Way of Greater Houston to develop a menu of Help Desk offerings; a process to collect, sort, and triage incoming requests; and a decision tree that resolves and channels Help Desk requests to the appropriate audiences in a timely manner.
Offer a series of “Open Office Hours” in partnership with the United Way of Greater Houston’s Coffee and Quality team to community nonprofits to provide Help Desk services in person.
Help create a rotational program with Rice University Master of Social Policy Evaluation students to develop their skills and expertise in working with community nonprofits (in years two and three).