Customer Insights Manager (NYC)

Location: New York, NY

Department: Customer Relations

Type: Full Time

Min. Experience: Entry Level

DonorsChoose.org engages the public in public schools by giving people a simple, accountable, and personal way to address educational inequity. In this clip, board member Stephen Colbert tells our story.

We started years before crowdfunding was a word. To date, more than 2 million people and partners have donated $519 million to projects requesting books, field trips, technology, and other resources for more than 22 million students, overwhelmingly in low-income communities. Our dedicated team and the culture we’ve built together have made it all possible.

Team Overview

The Customer Operations & Experience team facilitates an easy, effective, and delightful experience for our teachers and donors, reinforcing the organization’s brand and voice. We provide direct customer support, gather feedback, advocate for and ensure the security of the data of our customers, and promote user-focused innovation throughout the organization. To ensure our success, we strive to grow as a flexible, tight-knit, and supportive team of full-time and part-time colleagues.
The Senior Associate/Manager of Customer Insights will join a new team within Customer Operations & Experience -- a team with a relentless focus on understanding and enhancing teachers' and donors' experience with DonorsChoose.org.
Primary Responsibilities

In this role, you will gain a deep understanding of more than 500,000 teachers and donors who visit our website each year. You’ll focus on the issues that affect our customers, work cross-team to identify customer needs, and promote solutions that improve their experience. You will:

  • Co-design and implement research projects to identify and drive understanding of customer needs, pain points, and bright spots.
  • Lead the collection and deep-dive analysis of end-to-end customer experience using qualitative and quantitative metrics including Net Promoter System (NPS).
  • Make unbiased recommendations based on customer needs.
  • Turn insights into engaging presentations that tell a customer’s story.
  • Generate reporting dashboards to measure the performance of solutions and inform the iteration of product changes.
  • Work cross-team to support marketing and product strategy by uncovering what matters to our customers.

Qualifications

This position might be for you if you:

  • Have direct experience understanding users or have proven you can quickly gain a keen understanding of how users interact with a given product.
  • Hold strong analytical skills and the ability to study numerous sets of data, both qualitative and quantitative; You can triangulate data from various sources.
  • Have the ability to synthesize and visualize data, which is matched by your skill at effectively communicating key insights in a clear and compelling manner.
  • Are organized and agile, balancing multiple deliverables in a fast-paced environment and game to take on new challenges with a sense of humor.
  • Are a self starter. You’re excited about coming up with new ideas and getting agreement from stakeholders, all while being a team player.
  • Are curious, creative, empathetic, and open to sharing and learning from mistakes.

Compensation and Benefits

DonorsChoose.org offers a competitive salary and benefits package which includes health, dental, and vision coverage; a matching 401k plan (up to 5% of base salary); an annual professional development stipend; and five weeks of paid vacation plus national holidays.

To Apply

Please submit your application online, addressing your cover letter to Amit Wadhera, Sr. Director of Customer Insights.

A Final Note

The DonorsChoose.org team works toward a nation where students in every community have the resources needed for an excellent education. To do this, we hire and support a diverse team of the best and the brightest talent available.

We are an organization increasingly representative of the varied races and ethnicities, genders and sexual orientations, religious and political beliefs, and abilities that comprise our nation. DonorsChoose.org focuses on attracting, retaining, and advancing diverse talent because it makes us more effective, high-performing, creative, and resilient.  

If you are passionate about our mission, highly skilled in your field, and looking for a place where you can bring all of yourself to work, we want you.

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