Director/Senior Director, Customer Support (NYC)

Location: New York, NY

Department: Customer Operations & Experience

Type: Full Time

Min. Experience: Experienced

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 the organization's story.

Since its launch in 2000, more than 2.6 million "citizen philanthropists" have donated to classroom projects on DonorsChoose.org, channeling books, field trips, technology, and other resources to more than 22 million students in public schools, overwhelmingly from low-income households. Along the way, the organization helped to pioneer the field of crowdfunding and is now making an impact beyond school supplies.

Through its dedicated team and culture, DonorsChoose.org earned recognition as the #1 "Best Nonprofit to Work For" by the Nonprofit Times.

Team Overview

The Customer Operations & Experience team prioritizes the needs of our growing number of customers (i.e., our teachers and donors) by ensuring a best-in-class experience. We relentlessly:

  • Pre-empt and solve operational problems.
  • Listen to and understand our customers.
  • Build trust with our customers through the integrity of our product.
  • Anticipate and advocate across the organization for our customers’ needs.
  • Provide timely and effective support in alignment with our organization’s brand and voice to improve the efficiency of our work.
  • Grow and learn together as a close-knit team.

Primary Responsibilities

In this role, you’ll report to the Vice President, Customer Operations & Experience and will:

  • Own the overall success of customer support metrics and processes (currently servicing a growing community of 600,000 donors and 100,000 teachers).
  • Proactively scale customer support with a relentless focus on excellence.
  • Provide strategic direction and vision to propel our high-functioning team toward the goal of being a world-class leader of stellar customer support.
  • Lead the centralization of customer support functions and staff, which are currently distributed across three Operations sub-teams.
  • Refine and ensure effective adoption of our customer support voice and philosophy.
  • Manage a growing team of ~10 full-time and 35 part-time staff.
  • Actively engage with your lead staff to create a customer support team culture, which includes a positive and productive work environment.
  • Collaborate with colleagues across the organization to create a tight feedback cycle, and to inform and enact improvements to our customer support processes.
  • Represent DonorsChoose.org core values to customers through friendly, empathetic, and solutions-focused service.

Qualifications

This position might be for you if you are:

  • Excited about providing top-notch customer support and being a driving force behind the support our customers have come to expect. At least four years of customer support experience is ideal.
  • An experienced manager eager to lead a large and growing team; you thrive when leading a team and feel rewarded by your team’s success. You enjoy helping people grow professionally. And you give them the autonomy and space to grow and learn.
  • Strategic, with a proven ability to set, communicate, meet, and measure short- and long-term goals. You have the ability to drive action and make tough decisions.
  • Able to innovate on-the-fly when needed. You thrive in work environments with changing needs and resources, and you remain calm and retain your sense of humor in the face of unexpected changes.
  • Results oriented and data driven: You set measurable goals and analyze progress.
  • Not afraid of exploring new technologies that could enhance the customer experience or increase our efficiency.
  • People oriented: You are excited to get to know your employees, notice when extra attention is needed and offer it, and find new ways to lead and advocate for your team.
  • An exceptional communicator, collaborator, and problem-solver.
  • Highly organized, very thorough, and detail oriented.
  • Innovative and process oriented with an operational mindset: excited to generate ideas to boost productivity.
  • Curious, creative, and open to sharing and learning from mistakes.
  • You believe in continuous improvement, and you’ll exemplify our core value of user ­focus when it comes to your team, your colleagues, and your customers.

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 Maya Lundhagen, VP, Customer Operations & Experience.

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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