Associate Product Manager

Summary

Join NPR as an Associate Product Manager, Fundraising Platform Operations and help implement, maintain, and enhance key systems for managing donors. You will manage a centralized donation platform, support internal teams and donors, and optimize donor conversion flows. This role is crucial for supporting the financial sustainability of public media. You will collaborate with various teams, ensuring seamless integration and efficient issue resolution. The position involves data analysis, reporting, and contributing to the product roadmap. This is a remote-permitted, full-time, exempt position.

Requirements

• 2+ years of experience in product management, operations, technical support, or a similar role
• Strong problem-solving skills and a demonstrated ability to troubleshoot technical systems
• Experience with customer relationship management (CRM) systems, payment processing platforms, and email marketing tools
• Experience working with agile frameworks and software development tools like JIRA
• Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical stakeholders
• Bachelor’s degree or combination of education and experience

Responsibilities

• Support the implementation of a robust and scalable donation platform to support NPR’s fundraising programs in partnership with technical and non-technical NPR colleagues and third parties
• Manage ongoing platform operations, ensuring seamless integration with other systems and tools
• Collaborate with stakeholders to design and optimize donor conversion flows, ensuring a user-friendly experience for donors
• Monitor platform performance and identify areas for improvement to maximize fundraising potential
• Develop and maintain detailed documentation of operational processes, system workflows, and troubleshooting guides
• Continuously improve processes to enhance efficiency, consistency, and clarity across teams
• Conduct training sessions for internal users on system functionalities and best practices
• Get user feedback on optimizations to help improve the platform
• Monitor and maintain the day-to-day health of NPR’s donor and subscriber systems, ensuring optimal performance and reliability
• Identify, troubleshoot, and resolve technical issues swiftly to minimize downtime or disruptions to donor/subscriber journeys
• Triage and prioritize support requests from NPR donors, subscribers, and Member stations
• Create and manage tickets for technical and operational issues, ensuring timely resolution and clear communication
• Act as a liaison between the Digital Revenue team, internal stakeholders, and external vendors
• Ensure the accuracy and security of donor and subscriber data across systems
• Generate and analyze reports to identify trends, system performance metrics, and areas for improvement
• Provide actionable insights to inform business decisions and enhance the donor experience
• Work closely with colleagues across NPR in areas like Development, Network Growth, Product, Engineering, Analytics, Design and Marketing to align on system priorities and initiatives
• Support NPR Member stations in leveraging NPR’s systems to achieve their fundraising goals
• Work with partners to deliver a seamless donor journey and resolve customer inquiries efficiently
• Identify opportunities for product enhancements that improve donor and subscriber experiences
• Collaborate with product managers and technical teams to prioritize these opportunities on the team roadmap

Preferred Qualifications

• Familiarity with fundraising platforms and donor management systems
• Experience in the nonprofit or media sector
• Knowledge of data privacy and security best practices
• Proficiency in tools such as Salesforce, HubSpot, or similar platforms

Benefits

• Access to health and wellness
• Paid time off
• Financial well-being
• Medical
• Dental
• Vision
• Life/ accidental death and dismemberment
• Long-term disability
• Short-term disability
• Voluntary retirement savings
• Remote Permitted