Manager, Community Research and Evaluation Help Desk

Rice University•Houston, TX

2h•Hybrid

About The Position

The Kinder Institute for Urban Research and the School of Social Sciences are hiring a Manager, Community Research and Evaluation Help Desk position to serve as an embedded liaison at the United Way of Greater Houston. This role involves establishing a first-of-its-kind community Help Desk to triage data and evaluation questions and services for Houston-area nonprofits, in coordination with the United Way of Greater Houston’s Coffee and Quality programming. The Manager will collaborate with a United Way Quality Coach counterpart, provide regular communication to the Houston evaluation network, and summarize peer-reviewed articles for timely insights. Key responsibilities include working with leadership from the Kinder Institute, School of Social Sciences, and United Way to develop Help Desk offerings, a process for collecting and triaging requests, and a decision tree for timely resolution. The Manager must ensure an accessible user experience and an efficient workflow involving various stakeholders. The role also includes offering "Open Office Hours" for in-person services and, in years two and three, developing 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
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

Serves 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.
Responds promptly and professionally to ensure clarity, accuracy, and excellent customer service.
Contributes to the project management or ticketing system to assess the scope, urgency, and complexity of Help Desk requests to determine next steps.
Works with the United Way of Greater Houston Help Desk colleague to monitor progress and ensure timely resolution of inquiries.
Identifies recurring themes and recommends process improvements that lead to measurable efficiencies.
Translates technical or complex academic journal articles into clear, accessible language for the United Way of Greater Houston’s Coffee & Quality bi-monthly newsletter.
Designs, documents, and continuously improves a clear, accessible, and user-friendly workflow for data requests.
Develops 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.
Establishes and monitors performance metrics to ensure processes produce effective and timely outcomes.
Proactively identifies gaps and independently moves solutions from proposal to execution.
Builds strong working relationships across the various grant stakeholders to ensure a coordinated and effective effort toward the Help Desk’s impact.
Translates conceptual ideas into structured processes, practical tools, and implementable systems, and facilitates conversations that clarify needs and move discussions toward actionable next steps.
Manages expectations and provides regular updates to requestors.
Performs all other duties as assigned