Donor & Teacher Experience Associate, Content Operations (NYC)

Location: New York, NY

Department: Content Operations

Type: Full Time

Min. Experience: Experienced engages the public in public schools by giving people a simple, accountable, and personal way to address educational inequity. In this clip, board member Stephen Colbert tells our story.

Since our launch in 2000, more than 2.6 million “citizen philanthropists” have donated to projects on our site, channeling books, field trips, technology, and other resources to more than 22 million students in public schools, overwhelmingly from low-income households.  We helped to pioneer the field of crowdfunding and are now making an impact beyond school supplies.

Our dedicated team and the culture we’ve built together earned recognition as the #1 “Best Nonprofit to Work For” by the Nonprofit Times.

About the team and the position:

The Content Operations, Projects & Gratitude team operationalizes storytelling and facilitates gratitude, with the support of 300 volunteers. Our team vets and posts each project request, from essay to shopping list, and then delivers the rewarding final touch to funded projects, the donor thank-you. Every day, a group of online teacher volunteers screen submitted projects, and in-office volunteers mail hand-written, crayon-covered student thank-yous to donors.

In this role, you will be laser-focused on our customers — the donors and teachers who visit our website each year. You will partner with internal stakeholders to gather feedback, advocate for our customers, and promote user-focused innovation. You will work closely with our Marketing, Product, and Customer Experience teams to refine existing efforts and to execute on areas of improvement.

You will pose and answer questions like — What is the best way to ensure that teachers provide feedback to donors after a project is funded? How might text message communications help provide reminders to teachers at key points in the project screening and/or thank-you processes? What are the key factors or frustrations driving customer inquiries — what tools or processes do we need to develop to better meet our teachers’ needs?

You will:

  • Seek out trends via quantitative and qualitative research methods – customer service data, outbound call surveys, etc to better understand the needs of our growing customer base.
  • Identify and leverage project and gratitude insights into real-world recommendations and practical applications within our team.
  • Manage and continuously evaluate our donor support initiatives aimed at ensuring integrity and satisfaction.
  • Work cross team to support improvements both on our website and via existing communication mediums that support our operations — emails, how-to content, FAQs, etc.

This position might be for you if:

  • You are organized and adaptable. You can balance multiple objectives, and see the end result as clearly as you see the steps to get there.
  • You enjoy creative problem-solving, and strive to make decisions based on data trends and analysis.
  • You have experience understanding users or have proven you can quickly gain a keen understanding of how users interact with a given product.
  • You have a point of view and are excited about the idea of crafting a strategy that prioritizes our users and aligns with team goals.
  • You are a self-starter. You can come up with new ideas and get buy-in from stakeholders, all while being a team player.
  • You have the ability to synthesize and visualize data, which is matched by your skill at effectively communicating key insights in a clear and compelling manner.
  • You have empathy, are willing to learn, and a sense of humor.

Compensation and Benefits offers a competitive salary and benefits package that includes health, dental, and vision coverage; a matching 401K plan (up to 5% of your salary); an annual professional development stipend; and 5 weeks paid vacation plus national holidays. To learn more about what it’s like to work for, visit our careers page.

To Apply

Apply online by submitting your resume, and a cover letter addressed to Julia Prieto, Vice President, Content Operations.

A Final Note

The team works toward a nation where students in every community have the resources needed for an excellent education. To do this, we hire and support a diverse team of the best and the brightest talent available.

We are an organization increasingly representative of the varied races and ethnicities, genders and sexual orientations, religious and political beliefs, and abilities that comprise our nation. focuses on attracting, retaining, and advancing diverse talent because it makes us more effective, high-performing, creative, and resilient.  

If you are passionate about our mission, highly skilled in your field, and looking for a place where you can bring all of yourself to work, we want you.

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