Technical Program Manager, Engagement Platform(s)

ACLU - National Office • New York, NY

3d • Hybrid

About The Position

The ACLU seeks applicants for the full-time position of Technical Program Manager, Engagement Platform(s) in the Technology Department of the ACLU’s National office in 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.
The ACLU Technology Department is a broad umbrella covering both the ACLU’s Analytics and its Product & Engineering teams, two robust and innovative divisions that power the work of the ACLU. The department provides trusted, dependable, and impactful analytics, engineering, as well as product management and product design expertise for the ACLU. In partnership with experts across the ACLU, the technology team delivers best-in-class solutions, services, and innovation that advance the ACLU mission and organizational priorities. The tech team strives to ensure the ACLU leads by example in the ethical use of technology by ensuring privacy and security standards are maintained, directional insights are used to inform programming and business strategy, best-in-class products are designed to get the ACLU message out into the world and grow the ACLU supporter base, as well as to help steward high standards for algorithmic fairness, accountability, and transparency.
The Product & Engineering division includes engineers, product managers, product designers, and project operations experts who build and maintain engaging digital products and secure technical systems that accelerate the ACLU’s mission as our nationwide guardian of rights and liberties.
This position is part of a collective bargaining unit. It is represented by ACLU Staff United (ASU).
Reporting to the Senior Technical Programs Manager, the Technical Program Manager, Engagement Platform(s) will supervise a platform that supports hundreds of donation, advocacy and other forms administered by staff across 54 affiliates and the national office. The Technical Program Manager will maximize the efficacy with which the ACLU uses this platform by assessing existing protocols and developing and executing new ones to improve the user experience for staff administrators and ensure consistency with functional, visual, and privacy standards. In your work you will collaborate with colleagues in the Technology Department, work with stakeholders across the organization, and oversee service delivery and custom development by a software vendor.
The Technical Program Manager will also assist with data mapping and other aspects of an underway CRM migration, and engage in related projects and duties.
The ideal candidate is a highly skilled software administrator who is experienced with enterprise level nonprofit engagement platforms including Springboard from Jackson River.

Requirements

• Experience administering an enterprise engagement platform such as Springboard, EveryAction, Blackbaud digital engagement tools, and others; experience with Springboard a plus
• Capacity to function in a data- and engineering-oriented environment, i.e. you can communicate effectively with CRM administrators and product development teams, accurately describe technical issues and collaborate on their solutions, support the execution of six-month and annual Tech Department roadmaps
• Experience with data integration between an engagement platform and a CRM or other large-scale institutional database; experience with Blackbaud CRM a plus
• Ability to write clear, concise materials including incident reports, release notes, training guides, feature requirements, and work requests
• Strong communication skills overall including as a presenter, meeting leader, and video trainer
• Track record of success managing projects and task backlogs
• Proficiency in using collaboration and tracking tools like Slack/Teams, Asana, Zendesk, Monday.com
• Knowledge of best practices in quality assurance testing
• Experience and skill responding to user support issues
• Flexibility about making decisions in collaboration with others, ability to make independent decisions when appropriate
• Knowledge of basic web skills such as HTML and CSS
• Some familiarity with web accessibility standards

Responsibilities

• Oversee a queue of projects and tasks undertaken by our vendor’s staff
• Partner with the Technical Support Administrator to provide platform support and troubleshooting; serve as backup for teammates as necessary; coordinate with other teams on more advanced support such as development of new product features
• Carry out quality assurance testing of system-wide software releases, custom features, and bug fixes
• Report on system upgrades by reviewing vendor’s release notes, editing and rewriting notes as necessary to ensure they are comprehensive and clear, and disseminating release notes and highlights to platform users
• Assess existing tools for monitoring system performance and data integrity; collaborate with vendor and colleagues to implement improvements
• Own and manage engagement platform trainings and onboarding programs for org-wide users
• Create and update form templates following design and technical guidelines; work with stakeholders to customize forms for special uses, ensuring that data privacy and hygiene protocols are maintained
• Conduct periodic form reviews and create reports on usage and trends for Tech Department leadership, product development colleagues, and key stakeholders
• On occasion, gather requirements and work with product, engineering and design colleagues to create specifications for new features and reports
• Have or develop expertise in the engagement platform’s functions, configuration, data model and integration mechanisms

Benefits

• Time away to focus on the things that matter with a generous paid time-off policy
• Focus on your well-being with comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment)
• Plan for your retirement with 401k plan and employer match
• We support employee growth and development through 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