Associate Director, Product Operations

CDP a Boston-based public benefit corporation uses the collaborative fundraising model to improve the operational efficiency and revenue generation capacity of the public media system. CDP currently provides more than 230 NPR and PBS public media organizations (PMOs) with outsourced marketing data analytics fundraising and technology services. These services help PMOs raise more net income grow their donor files faster lower their fundraising costs and free up development talent allowing stations to better focus on local engagement. Since its inception CDP has delivered more than $1 billion in membership revenue for local PMOs participating in its services and has become the most widely adopted Public Media service in the history of public media.

Just as CDP is committed to supporting public media organizations around the country we are equally committed to supporting each of our team in their own professional development.

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Associate Director Client and Product Operations for the Audience Activation Platform

The Audience Activation Platform is CDPs newest offering for mission-driven organizations aiming to build a more perfect view of the entire donor. We gather insights everywhere from real-world and virtual events tosocials volunteer donation and other activities. With this comprehensive connected and real-time data organizations can glean novel insights about what truly drives donor behavior and tailor activities accordingly.

The Associate DIrectoris an integral part of the AAP teamtaking the lead ononboarding training and supporting clients for AAP. A key persuader trusted relationship builder and visionary the rolepartners with the Sr Product Manager tocraft compelling narratives for getting clients onboard as well as helping drive the product visionand features with client and prospective client feedback.

Operations and support strategies are a primary responsibility for thisentrepreneurial leader whoexhibitsa fine balance between action and collaboration. They arecapable ofexecuting onall parts of the onboarding and training cycle and able to persuade their team to jump right in alongside them.

Responsibilities

OutreachDiscovery& GTM

• Identifyand engage early adopter stations across the public media system; partner with Client Support teams to provide training and support to early stage organizations(as needed.)
• Process optimization: Develop document and improve internal workflows to streamline client onboarding and support.
• Partner with Sr. Product Manager to support discoveryto understand client needs workflows and challenges
• Tailor demos and trainings to highlight value fordifferent roles(e.g. marketing directors membership leaders data teams).
• Co-create client-facing materials including pitch decks one-pagers training resources and case studies.
• Ensure that all client-facing materials remain up to date and create new materials as new features are released. Act as the primary point of contact for users to gain additional training or to report an issue.
• Provide regular feedback to the product team about what resonates (and whatdoesnt) with clients in the field.
• Assist with issue research and QA checks.

Client OnboardingSuccess & Feedback

• Build trusted relationships with prospective and current clients throughout the onboarding and support lifecycle.
• Serve as the primary point of contact from early engagement and onboarding throughongoing success as AAP SME for internal teams and external users without an MSB Client Support Representative.
• Partner with Sr. Product Manager to discover services supported by the AAP. Create documentation and training for internal teams to support these services.
• Work alongsidethe teamtoidentifypatterns in user needs blockers and feature requests.
• Help prioritize opportunities for iteration that improve usability clarity and perceived value.

Skills and Experience

Required

• 4 years intraining partnerships or client engagement role
• Proven ability to lead complex discovery conversations tailor solutions and guide clients through ambiguity.
• Has managed a support pipeline using tools such asSalesforceor HubSpot.
• Proventrack record of creating effective and scalable support material including knowledge base articles LMS and continuous feedback loops.
• Expertisesupportingmulti-stakeholder environments where decision-making spans marketing operations IT and leadership.

Preferred

• Highly detail-oriented with a passion for process improvement. Excellent verbal and written communication skills.
• Experience supporting SaaS data/analytics tools or nonprofit tech
• Knowledge of and exposure to public media nonprofit fundraising or marketing workflows (e.g. pledge campaigns CRM systems donor segmentation).
• Examples of company representationat client workshopsandindustry events especially with a thought leadership or educational angle.

Behaviors and Attributes

Action Bias Moves quickly from discovery and identificationthrough qualificationand closing testing early and often with a high degree of comforting executing through ambiguity

Communicative &Social Able to adapt communication mode and style for teamsindividualsand situations seamlessly and naturally

Assertive be a voice of clarityand authority driving action and decisions

Creatively Collaborative continually finds ways to learn teach and work side-by-side with their team

Strongcommunicator -whocan translate between user needs product capabilities and business outcomes.

Trusted Advisor Engender trust and build psychological safety with every interaction

Enthusiastic High-energy motivated and driven

CDP is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race color ethnicity ancestry national origin nationality immigration status citizenship religion or religious creed (or belief where acceptable) sex/gender sexual orientation gender identity and gender expression pregnancy marital status age citizenship marital status handicap or disability genetic information or characteristics (or those of a family member) Veteran or military status political belief or socio-economic status. CDP does not discriminate against individuals on the basis of those characteristics or any other characteristic protected by law.

CDP provides reasonable accommodations for applicants with a disability in completing job application procedures. Please notify CDP Human Resources in advance so necessary arrangements can be made. If you need assistance or accommodation due to a disability you may contact us at .