Manager, Digital Educator Support and Archivist

Title: Manager, Digital Educator Support and Archivist 

Reports To: Director, Digital Operations 

Location: US Based Home Office

Status: Full Time; Exempt

Start Date: January 2023

Facing History and Ourselves is a global education non-profit organization that challenges teachers and students to use lessons of history to stand up to bigotry and hate. 

Facing History and Ourselves is seeking a Manager, Digital Educator Support and Archivist to join our growing Digital team. The Manager, Digital Educator Support and Archivist  is a central role at Facing History and Ourselves and will focus on developing and improving structures and systems to bring Facing History’s digital customer support services to the next level of excellence, as well as joining our Digital Archive team. 

Who You Are: You are a creative problem solver with a passion for helping support members of our community. You have a history of leading complex programs to successful completion. With excellent relationship, communication, and operational skills, a successful candidate will be seen as the central operating system for the team, a strong partner to cross-functional colleagues. You have a demonstrated commitment to taking an empathetic, inclusive, relationships-driven, communicative approach to your work. You are flexible and curious, and enjoy leveraging technology to support informational and educational needs.

Who We Are: We are a passionate, results-driven, and growing team that partners closely with teams across the organization. Our team provides strategy, project management, production, and support for all of the organization’s digital projects and applications using wisdom, empathy, and creativity. 

We are relentlessly committed to ensuring our users encounter digital experiences that are relevant, personalized, and impactful. We are flexible in our roles and have a team-player approach. We serve the entire organization and work on projects ranging from marketing landing pages to custom fundraising solutions to innovative products for educators.

Our team is responsible for the stability and availability of all of our digital platforms, to ensure the best experiences. We govern all processes and procedures which deliver change to those tools and applications, with a view to minimizing incidents and risk while operating efficiently and responsively.

Our work is cross-functional in order to serve critical mission-driven needs. Our team prides itself in deeply understanding and caring about our users and our mission. We commit to both when we build and maintain technology solutions. Our digital properties exist across a range of technologies, including Drupal 9, Salesforce, Hubspot, and Canvas LMS to support our user-facing digital product and experiences, including resources, community, and professional learning events.  

Specific Responsibilities Include: 

(External Support)

• Provide day-to-day management and oversight of cross-functional customer support team, including scheduling, documentation and troubleshooting issues.
• Manage workflow development and continual process improvement. 
• Understand and drive the documentation of customer issues and the development of scripted responses, and monitor those improvements for progress.
• Develop a deep understanding of Facing History’s technical ecosystem and public platforms, as well as our policies, tools, and workflows. Act as a customer service expert and point of contact for internal stakeholders.
• Field and resolve issues thoroughly for priority audiences, such as educators, event attendees, and supporters. Turn around any incidents or negative trends with urgency, keeping cross-functional stakeholders aligned.
• Coach support specialists to develop insights to improve customer experience. Facilitate feedback loops between voice of agent and support leadership/teams.
• Assist with training on various policies and workflows.
• Help define quality guidelines for customer support, and perform quality reviews as needed.
• Prepare executive level reports and data analysis on trends for stakeholder review. 
• Respond to complex inquiries from educators and route and escalate cases that need attention to Senior Director, Educator Support Services.
• Provide expert reference and research support to users of Facing History’s digital resources, which include our website, streaming video collections, and other digital resources.
• Collaborate across departments to discuss user experience and objectives for customer service; manage feedback from stakeholders.
• In collaboration with the Program team, help manage Facing History’s Witness to History classroom speaker’s bureau, and field and manage requests

(Internal Support)

• Provide managerial and administrative support for staff digital subscription programs. 
• Oversee internal staff support channels helping ensure that all channels are appropriately staffed and high quality support is provided.
• Provide expert reference and research support to staff in the use of digital resources, including Facing History’s digital asset management system and website, as well as the larger ecosystem of digital resources and information.
• Provide managerial and administrative support for the Witness to History Speakers program.
• Support the maintenance and improvement of our digital asset and video management systems, Trove and Brightcove.

Essential Skills, Qualifications and Competencies:

Facing History understands that restrictive job requirements may exclude historically marginalized groups from applying to jobs for which they are qualified. We take an equitable and holistic screening approach. If you feel you have demonstrated experience and expertise relevant to perform this role, please don’t hesitate to apply!

• BA/BS or equivalent, library or digital customer service experience preferred.
• Interest in Facing History and Ourselves’ mission and familiarity with education and non-profit settings. 
• Ability to work independently, prioritize, and creatively problem-solve; ability to manage multiple assignments in a busy, fluid setting. When you hit roadblocks you know when to ask for help, but you can also make recommendations and suggest solutions independently. 
• Proactive and curious: You ask questions, you Google things you don’t know and are eager to learn. You are interested in learning from your colleagues, while also willing to teach your colleagues. 
• Commitment to empathizing, understanding and supporting people’s varied experiences and needs. 
• Familiarity with or willingness to learn how to use Salesforce to monitor, track and respond to support inquiries that come through our external support channels. 
• Demonstrated ability to manage multiple complex projects, processes and collaborate across departments. 
• Demonstrated ability to multitask while showing attention to detail. 
• Experience with determining, planning and organizing goals and prioritizing actions. 
• Disciplined self-starter and independent worker with creative energy.
• Strong communications skills, with experience communicating complex issues to various audiences and stakeholders.
• Experience establishing KPIs and helping teams to hit goals.
• Very detail-oriented, analytical thinker and creative problem solver. 
• Growth mindset in approaching new challenges and reflecting on past efforts; a desire to develop knowledge in Facing History content areas.
• Acts as a lead person and helps coordinate work of others; has input into the review process.

Benefits Summary: In addition to meaningful and rewarding work, Facing History provides an excellent and competitive compensation and benefits package including medical with a health reimbursement account, dental, vision, life & AD&D, long-term & short-term disability insurance, 403(b) retirement plan with a discretionary organizational contribution, generous paid time off, an employee assistance program, travel assistance plan, pre-tax commuter spending accounts, flexible spending accounts, voluntary Colonial Life group plans, robust wellness programs through Welnys TV, aHealthyMe & weekly virtual yoga and meditation, WellCents 403(b) advisement, and a friendly hybrid work environment.

Facing History values a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law. We are an Equal Employment Opportunity Employer.

Facing History’s Commitment to Diversity, Equity and Inclusion. At Facing History, we honor and value the uniqueness of each and every human being. Our strength as an organization that provides and distributes educational content and pedagogy to teachers across the globe is directly tied to our diversity of staff, leadership, educators, students, scholars, and volunteers. Our commitment is to treat individuals with dignity and to build and maintain a community of full participation, inclusive of the voices, needs, and contributions of all. As an organization, we are deeply aware of the legacies of injustices that persist in society and in the workplace, and we value and promote diversity, equity, and inclusion in their association with excellence.