Operations Director

The Operations Director leads a team that supports more than 200 organizations across the country that are part of the NPR Network. The operations team ensures that network organizations can get the help they need when they need it, whether it’s details about the 21 broadcast programs that NPR distributes to radio stations or technical support for the network’s digital content management system.

This work is critical to building the relationships that are needed for NPR and the network to thrive.

Please submit your resume and a cover letter in your application. 

RESPONSIBILITIES

Essential duties include:

• Design and implement a comprehensive support strategy, working collaboratively with team leaders in other NPR business units to coordinate user support systems and workflows.
• Lead team to oversee and maintain a comprehensive knowledge base of support articles to help network colleagues answer their own questions, thereby cultivating communal, peer-to-peer support.
• Lead a team of network response associates to provide tier 1 support engagement with speed and professionalism.
• Guide the entire Member Partnership team to maximize the value of NPR products and services through an organized, cohesive approach to support.
• Develop in-depth knowledge of the programs, platforms, and initiatives that the team supports.
• Develop relationships with subject matter experts across the organization.
• Coordinate and participate in after-hours, emergency support escalation.
• Promote a team culture of continuous learning and process improvement.
• Track divisional priorities using agile project management techniques.
• Manage and optimize the team’s Salesforce Support Portal.
• Track issue flow and user feedback. Develop and monitor metrics to optimize support operations. Communicate trends internally.
• Develop and refine effective escalation workflows.
• Represent and advocate for the needs and goals of NPR’s Member organizations in internal stakeholder meetings.
• Keep up with trends in public media and user support delivery, including emerging technologies.
• Support NPR business operations, including tracking of annual Member agreements. 
• Work closely with peers and the SVP for Member Partnership to achieve divisional objectives.

REQUIRED SKILLS: 

The Operations Director will bring the following skills and characteristics to the position:

• Experience and investment in leading a team
• Understanding and commitment to working toward development, equity, and inclusion goals within an organization.
• Track record of excellent oral and written skills in a leadership position. communication skills.
• Tact, diplomacy, patience and persistence, and the desire to help others.
• Excellent problem solving and analytical skills.
• Self-starter with the ability to manage and balance multiple projects; ability to work effectively under high pressure.
• Must be highly organized, detail oriented and able to meet deadlines.
• Previous experience with the following is a major plus
• Nation-wide community management or user customer support. Digital marketing or digital fundraising
• Understanding of and appreciation for the public media industry.
• Technical (internet/software) teaching or training experience.

HTML and MINIMUM QUALIFICATIONS

Previous experience with any of these technologies and software:

• Salesforce.com
• Help desk software like Salesforce Support Cloud or Zendesk/Desk.
• Support chat platforms
• Email marketing
• Ad servers
• CRMs
• CMS

Education: Bachelor’s degree in related field or equivalent experience.

WORK LOCATION

• Hybrid Permitted: This is a hybrid permitted role. Some aspects of this role include duties that are better performed at an NPR facility. The employee will be required to be onsite at the [Washington, DC / Culver City / New York City / Chicago] office at least 10 days a year. The employee must also reside in an NPR supported location based on the number of onsite days they choose.

JOB TYPE

• This is a full time, exempt position.

COMPENSATION

Salary Range: The U.S. based anticipated salary range for this opportunity is $160,000-$170,000 plus benefits. The range displayed reflects the minimum and maximum salaries NPR expects to provide for new hires for the position across all US locations.

Benefits: NPR offers access to comprehensive benefits for employees and dependents. Regular, full-time employees scheduled to work 30 hours or more per week are eligible to enroll in NPR’s benefits options. Benefits include access to health and wellness, paid time off, and financial well-being. Plan options include medical, dental, vision, life/ accidental death and dismemberment, long-term disability, short-term disability, and voluntary retirement savings to all eligible NPR employees. 

Does this sound like you? If so, we want to hear from you.