ASSOCIATE MANAGER, PUBLIC SUPPORT

Department: Public Support & Solutions

Division: Marketing & Communications

Location: Remote, in-office optional

Reports To: Associate Director, Public Support & Solutions 

Status: Full Time, Regular, Non-Exempt, Union

Salary: $50,000 - $55,000

THE ROLE

This position will report to the Associate Director, Public Support & Solutions, and will manage multiple processes vital to supporting StoryCorps’ Signature Interview Participants – who record with StoryCorps trained facilitators –  and guiding them through their experience. The Associate Manager will liaise between the the public and StoryCorps staff to provide timely and accurate support for inquiries from the StoryCorps Community of participants, listeners, and donors as well as the general public. The Associate Manager will also work closely with StoryCorps’ interview collection team and external partners to maintain accurate information and communications throughout the participant experience.  This position will be a member of the Public Support & Solutions team and part of the  broader Marketing & Communications Department.

This position is designated as a union position. As such, it is subject to the terms and conditions outlined in our Collective Bargaining Agreement with CWA Local 1180. This also means that you would be responsible for paying union dues or agency fees (currently 1.3% of your gross wages), deducted from your regular biweekly pay after the completion of your qualifying period.

StoryCorps records, shares, and preserves stories from a diverse range of American voices — from our Griot Initiative to preserve stories of African Americans, to our Historias Initiative to collect the experiences of Latinos.  We also seek to recruit and develop a staff whose diversity matches the diversity of the communities we serve, and we strongly encourage applications from people of color and the LGBTQ community.

WHAT YOU’LL DO 

• Manage the day-to-day processes between StoryCorps and our external Call Center partner, including updating booking and reminder call scripting, following up on incidents, and reporting. Coordinate with StoryCorps’ Digital team to maintain key systems and automations to support these communications.
• Lead the Public Support team in providing one-on-one support to StoryCorps Signature Interview participants throughout the process: from booking their appointment, to managing their recording. Generate template language and systems to ensure timely and accurate support and cross train other members of the Public Support team on Signature Interview participant support. 
• Provide one-on-one support as necessary to Signature Interview participants in StoryCorps’ One Small Step program, assisting the program team in supporting participants  with applying to be matched, understanding the process, preparing for their appointment, and managing their recordings. 
• Provide one-on-one support for StoryCorps Major Donors as the organization begins to build out a major donor program.
• Create and maintain content designed to support Signature Interview participants and donors in the StoryCorps’ Help Center and additional content as needed
• Support the Signature Interview collection team with the maintenance of transactional communications to participants using Acuity, our reservations system.
• Work closely with StoryCorps’ Archivists to document archival policies and respond to complex participant situations regarding interview access and permissions.
• Support the Associate Director and key internal stakeholders with sensitive participant issues regarding rights, access, and the moderation of Signature Interview content in the Online Archive.
• Work across departments at StoryCorps to innovate improvements to the StoryCorps Signature Interview participant experience with a focus on reservations, support, and transactional communications
• As needed, assist StoryCorps internal teams (Production, R&A, etc) with direct communication with StoryCorps’ participants as necessary including support for participants featured in StoryCorps’ broadcasts, podcasts, and animations. 
• Coordinate the translation of Participant support materials,  working with external vendors for translation and updating content as needed. Conduct occasional one on one communications in Spanish with participants, if possible
• Provide Administrative support to the Public Support and M&C teams as needed
• Respond to general inquiries, including technical support, when needed.

ABOUT YOU

Required:

• At least 3 years of experience in a customer service/support or similar role; demonstrated success as a customer advocate
• Ability to exercise good judgment in complex situations involving the public
• Excellent verbal and written communication skills  
• Strong organizational and project management skills; able to prioritize and multitask with ease.
• Experience handling confidential information and navigating complex institutional policies and procedures
• Detail-oriented with the ability to analyze and improve processes and workflows
• Knowledge in using PowerPoint, Excel, and Google Apps 
• Experience with customer support software ZenDesk, StatusPage, iorad, etc.
• Ability to be flexible and adaptable in order to contribute to problem-solving  activities within a growing, changing organization 
• Experiencing teaching others new systems and technologies
• Cultural competence and the ability to work successfully with diverse groups  of people 

Preferred:

• Proficiency on a Mac platform 
• Experience in using databases or CRM software 
• Familiarity with Wordpress CMS 
• Fluent in Spanish

ABOUT STORYCORPS

StoryCorps’ mission is to preserve and share humanity’s stories in order to build connections between people and create a more just and compassionate world. Since our founding in 2003, StoryCorps has provided 700,000 people of all backgrounds and beliefs with powerful opportunities to record interviews about their lives, and leave a legacy for future generations in our archive at the Library of Congress. We bring these interviews to life in stories produced for broadcast on public media (including our weekly Friday morning broadcast on NPR’s “Morning Edition"), our podcast, and/or our animations. Together, these stories reach an audience of tens of millions. StoryCorps maintains a relentless focus on diversity, and seeks to highlight voices often underrepresented in mainstream media. While our stories honor and celebrate the diversity of humankind, they also remind us of the many values and experiences we share in common, building bridges of greater understanding.

Our work has been widely recognized with several George Foster Peabody Awards, a MacArthur Award for Creative and Effective Institutions, the 2015 TED Prize, and a 2016 Emmy award for our animation “Traffic Stop.”

This work couldn’t be accomplished without the unwavering commitment of the exceptional individuals who make up our organization. Our people are brilliant, hard-working, creative, and incredibly passionate about the vision we share: To touch the lives of every person in this country and to create a culture of listening in the United States.

StoryCorps seeks to hire staff who reflect the diversity of the communities we serve. All positions at StoryCorps are filled without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, HIV/AIDS status, veteran status or any other characteristic protected by law. All are encouraged to apply.

COVID NOTICE:

All offers of employment requiring on-site/in-person work will be contingent on the candidate being Fully Vaccinated (at least two-weeks after last dose) prior to starting their new role. Reasonable accommodations can be discussed with HR personnel for individuals who cannot be vaccinated due to medical or religious reasons. Proof of vaccination status is required at the time of extending the offer.

StoryCorps seeks to hire staff who reflect the diversity of the communities we serve. All positions at StoryCorps are filled without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, HIV/AIDS status, veteran status or any other characteristic protected by law. All are encouraged to apply.

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