IT Program Manager

Summary

Join the American Civil Liberties Union (ACLU) as their full-time IT Program Manager, Affiliate Technology Services! This hybrid role, requiring two days a week in the New York City office or eight days per month, may allow for remote work from other U.S. locations. You will lead the Affiliate Technology Services program, establishing key performance indicators (KPIs), managing end-to-end service delivery, and overseeing account management. The position reports to the Chief Information Officer (CIO) and involves collaboration with internal staff, affiliates, vendors, and other external entities. The ACLU offers a competitive salary and a comprehensive benefits package. This position is part of a collective bargaining unit represented by ACLU Staff United (ASU).

Requirements

• Be committed to advancing the mission of the ACLU
• Center and embed the principles of equity, inclusion and belonging in their work by demonstrating commitment to diversity with an approach that respects and values multiple perspectives
• Be committed to work collaboratively and respectfully toward resolving obstacles and conflicts
• Demonstrated outstanding business acumen through hands-on entrepreneurial pursuits in delivering technical and digital services including brand identity, product and/or service development, technical implementation, relationship and account management, sales, operations, and financial management
• Proven track record of successful delivery of digital and support services in a complex technical environment working with cross-functional internal staff, customer leadership and operations personnel, vendors, and other technical entities
• Knowledge of and familiarity with digital tools such as Microsoft and Adobe products, online productivity and collaboration platforms (Teams, SharePoint, OneDrive)
• Effective communication skills, verbal and writing, including ability to compose, edit, and proof correspondences, documents, status reports, and presentations that appropriately tailor to a diverse audience, including cross-functional project teams, stakeholders, management, and senior leadership
• Ability to set and abide by deadlines and commitments, navigating competing priorities
• Ability to represent the organization and work with ACLU staff and other colleagues in a professional, human-centered manner, maintaining tact, diplomacy, and confidentiality
• Ability to work independently as well as part of a team and foster a team-focused environment that encourages collaboration and peer support

Responsibilities

• Program Leadership & Communication
• Working under the CIO, lead regular program updates with Affiliates, internal staff, leadership, and external entities (e.g. vendors, managed services providers), as needed
• Responsible for program business alignment across all phases: contracts, design, marketing, communication, implementation, operations, fiscal management, support, change management, and continuous improvement
• Performance & Service Delivery
• Define and track KPIs to assess program effectiveness across Network Operations, Service Desk, Information Security
• Continuously improving on communication, issue resolution, customer satisfaction, capacity and demand management, and similar measurable quality outcomes
• Account Management
• Represent the voice of the customers by ensuring the program delivers competitive value for technical services ACLU National provides to technology-consolidated Affiliates through business reviews, annual agreements with affiliates, and vendor negotiations
• Manage monthly reconciliation and affiliate billing processes
• Strategic Partnership
• Act as a strategic liaison across internal teams including technology, security, privacy, finance, and operations to ensure program success
• Technical Implementation
• Devise and continuously update the end-to-end technical consolidation playbook and implementation schedules including onboarding affiliate offices and staff, coordinating planning, discovery, technical design, change management, implementation, and support
• Documentation Management
• Maintain accurate records of affiliate accounts, technical design, asset management (hardware and software), issue / problem and change logs, and ongoing support processes

Preferred Qualifications

Experience in a large, complex nonprofit organization is preferred

Benefits

• Time away to focus on the things that matter with a generous paid time-off policy
• Focus on your well-being with comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment)
• Plan for your retirement with 401k plan and employer match
• We support employee growth and development through annual professional development funds, internal professional development programs and workshops