US Program Associate

GiveDirectly•Mississippi, MS

4d•Hybrid

About The Position

The U.S. Program Associate will support the implementation of large-scale cash initiatives in the U.S. As a critical member of GiveDirectly’s U.S. programs team, this role will support operations, internal coordination, and team processes. The Associate will often be the project point person for community engagement and customer service. This role is expected to support Managers and Senior Managers across multiple projects, requiring comfort in a fast-paced environment and the ability to manage multiple workstreams simultaneously. The position offers opportunities for learning and skill development within a rapidly growing team. The role is based in Mississippi, with a preference for candidates in the delta or central Mississippi regions.

Requirements

Exceptional alignment with GiveDirectly Values and active demonstration of core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity.
Fluency in English.
2+ years of work or volunteer experience in a role that required project management and people management/coordination.
Exceptional communication, organizational, and time-management skills.
Strong customer service instincts, including skilled problem solving, patience, and high emotional intelligence.
Ability to manage day-to-day operations and propose & implement process improvements.
Ability to quickly learn and become proficient in new technological platforms.
Demonstrated ability to work in a highly independent and self-directed manner, while effectively communicating upwardly about gaps and risks.
Enthusiasm for fast-paced environments, which may lack a pre-defined playbook for success and involve significant “learning by doing”.
Candidates based in Mississippi, with a preference for the delta or central Mississippi regions.
A car, driver’s license, and insurance for travel within Mississippi.

Nice To Haves

Proficiency in Spanish, Arabic, or Chinese.
Personal or professional experience in low-income and/or historically marginalized communities.

Responsibilities

Support multiple projects and workstreams simultaneously, driving processes such as metric tracking and survey design.
Over time, own components of projects, including customer service and payment delivery.
Proactively identify areas for efficiency in projects and team management, such as streamlining customer service.
Support community engagement and coordination, acting as a liaison for partner organizations and community members.
Lead customer service, including direct support via email and phone, with potential to oversee additional staff as the program scales.
Coach applicants through the intake process, focusing on those facing significant barriers.
Case manage applicant/recipient concerns, adhering to GiveDirectly’s safeguarding and protection policies.
Meet periodically with recipients in person to build trust and identify areas for improvement.
Serve as a trusted resource for recipients, responding professionally and in a timely manner.
Respond to and resolve recipient issues through communication, data entry, or escalation.
Lead select operational processes, including application verification and overseeing verification staff.
Support other field operations processes, including payments, follow-up surveys, and execution across program stages.
Support a range of operational and project management duties to ensure U.S. projects are executed with excellence and in line with GiveDirectly’s values.
Support whole-team knowledge management and process documentation, regularly refreshing protocol and process documents.
Work closely with other members of the U.S. team to identify process challenges and propose solutions.
Become an expert in the various tech systems used to support project execution.
Track and report operational and efficiency metrics.
May be responsible for managing other individuals, such as verification support staff.
Coordinate with internal and external stakeholders, including tech partners, research partners, and customer service teams.
Cultivate and maintain relationships with implementing partners, key community members, and local service organizations.
Serve as the local program representative and community liaison for Rx Kids, supporting local partners and educating community members on program policies.
Build knowledge of the community and support identifying relevant local resources or services for recipients.
Organize and attend events, conferences, and similar programs to sensitize communities on program benefits and requirements.
Collaborate with communication team members to develop and execute storytelling plans.
Participate in program evaluation and scoping strategies to improve program operations and enhance recipient satisfaction.