Nationwide Shared Services Program Manager

ACLU - National Office • Washington, DC

16h • Hybrid

About The Position

The ACLU seeks applicants for the full-time position of Nationwide Shared Services Program Manager in the Business Operations and Support Services Department. This is a full-time hybrid role with in-office requirements of two (2) days per week, or eight (8) days per month from one of the ACLU’s National office locations in New York, NY, Washington, DC, or San Francisco, CA. Remote candidates may be considered for this position. The Business Operations and Support Services department, in the office of the Chief Operating Officer, works to enable organizational and operational effectiveness by partnering with ACLU staff across the enterprise to provide business solutions, training, physical space planning, facilities operations, capital projects, records management and archives services. The department continually evaluates operations to maximize resources, mitigate risk, and achieve the organization’s strategic goals. This position is part of a collective bargaining unit. It is represented by ACLU Staff United (ASU).

Requirements

• Demonstrated experience developing operational and technical solutions to support service delivery.
• Proven experience facilitating collaboration in the complex cross functional environment.
• Track record of building operational infrastructure from the ground up.
• Experience working within a federated organizational structure.
• Project and Program Management: Ability to plan, coordinate, and implement cross-functional initiatives, managing timelines, dependencies, resources, and risks to ensure consistent, high-quality service outcomes.
• Customer Centered Service Design: Strong orientation toward understanding customer needs and translating them into responsive, accessible, and effective service solutions.
• Data Literacy and Performance Management: Ability to define success metrics, track program and service performance across the Affiliate network, interpret data, and translate findings into decisions and improvements.
• Process Development and Improvement: Skilled in designing, documenting, and improving end-to-end operational processes that increase efficiency, clarity, and consistency.
• Systems Thinking: Ability to view programs and services as interconnected systems, anticipating downstream impacts, identifying root causes, and designing solutions that address structural issues rather than symptoms.
• Cross-Functional Collaboration: Proven ability to work across departments, align diverse stakeholders, and facilitate shared ownership of outcomes in complex operating environments.
• Change Management and Implementation: Ability to design and implement operational change management initiatives, ensuring new processes, tools, or service models are adopted, understood, and sustained.
• Communication and Facilitation: Clear communicator who can translate complexity into actionable guidance and facilitate productive conversations across technical and non-technical audiences.
• Equity and Accessibility Lens: Ability to design and implement operational solutions that account for diverse user needs and promote equitable access to services.

Nice To Haves

• Be committed to advancing the mission of the ACLU
• Center and embed the principles of equity, inclusion and belonging in their work by demonstrating commitment to diversity with an approach that respects and values multiple perspectives
• Be committed to work collaboratively and respectfully toward resolving obstacles and conflicts

Responsibilities

• Partner with the Senior Director of Business Operations and National Departments to define Nationwide Shared Services program scope and structure to support existing and emerging Shared Service programs; this includes operational projects and programs led by National departments which support Affiliates in implementing their day-to-day work.
• Identify opportunities for coordination and process improvement across National Departments and Affiliates to reduce redundancies, bridge gaps, and strengthen service provision.
• Partner closely with Affiliate Support and Nationwide Initiatives (ASNI) and other Affiliate-facing teams to ensure shared service programs reflect Affiliate operational realities, support strong nationwide coordination, and are implemented in ways that strengthen the Affiliate experience and organizational alignment.
• Navigate operational coordination within a federated structure that includes independent Affiliates with varying governance and operational frameworks.
• Identify areas for operational enhancement to support program goals, develop solutions, and assist implementation.
• Coordinate ongoing work for current and emerging Affiliate Service operational programs.
• Develop policies, Standard Operating Procedures (SOPs), and training materials.
• Track program effectiveness, identify operational pain points, and support continuous improvement of shared service delivery.
• Manage, oversee, and support cross-functional operational solutions including assessment and evolution of practices over time, such as contracting and project planning coordination to reduce duplication, clarify workflows, increase transparency, and strengthen coordination between National teams.
• Serve as support to National Department program managers for Shared Service program issues.
• Serve as a point of contact for Affiliate stakeholders on Shared Service Program matters, facilitating touchpoints to gathering feedback, supporting Affiliates and National teams in navigating operational questions and service processes, and communicate programmatic updates.
• Develop, implement, and manage technical solutions which bolster Nationwide Shared Services program management and program coordination.
• Support operational solutions that are adaptable to Affiliates of varying size, capacity, and operational complexity.
• Support change management efforts related to new systems, processes, and operational improvements, helping National teams and Affiliates navigate implementation and adoption.
• Work collaboratively with National departments and Affiliate-facing teams to develop clear, coordinated communications that support transparency, effective rollout of shared service initiatives, stakeholder engagement, and consistent understanding of operational processes and expectations across the nationwide organization.

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
• Education Level: No Education Listed