Job Abstract

The manager of NPR network platform operations is responsible for tools that thousands of colleagues rely on to access critical information and to collaborate with each other.

This role is part of NPR’s Member Partnership team, which is responsible for fostering the overall business and strategic relationship with NPR’s network of 248 local journalism organizations, content creators and radio stations. The team works with all divisions at NPR to develop strategies, operationalize solutions, and communicate best practices for serving the audience and increasing sustainability for public media.

As a team, we are committed to advancing NPR’s organization-wide diversity, equity, and inclusion goals, and to supporting the efforts of NPR Members to do the same. We are committed to creating a productive and welcoming workplace. We consistently strive to bring a high level of empathy to our work and to our interactions with all network colleagues, and we actively seek feedback and guidance from each other.

The manager reports to the director of network solutions and contributes to other network solutions initiatives.

RESPONSIBILITIES

• Manage NPR Studio, a Salesforce Experience Cloud site that lets users across the NPR Network connect with NPR.
• Work closely with NPR’s Salesforce team to maintain and extend Studio functionality using the framework of Salesforce Experience Cloud.
• Work closely with NPR divisions to develop and deploy apps within Studio that provide network users with specific functionality relevant to their roles.
• Partner with managers of NPR’s customer support centers to provide Studio users with help articles and support case management through Salesforce Service Cloud.
• Onboard and coordinate Studio admins at each NPR Network organization who manage Studio access for their colleagues.
• Develop and manage technical and human workflows to maintain accurate data on network contacts and their affiliations to network organizations. Ensure that data is synchronized with Salesforce campaigns and Salesforce Marketing Cloud.
• Train NPR and network colleagues. Support NPR staff who create and maintain Studio content.
• Integrate Studio with Slack.

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties and skills. Other duties may be assigned, and this job description can be modified at any time.

MINIMUM QUALIFICATIONS

• Bachelor’s degree or equivalent experience.
• Five or more years working in any of a variety of roles with digital products or SaaS.
• Excellent oral and written communication skills required.
• Tact, diplomacy, patience and persistence are key character traits, as is the desire to help others.
• Excellent problem-solving and analytical skills.
• Self-starter with the ability to manage and balance multiple projects; ability to work effectively under high pressure.
• Excellent project management skills required. Must be highly organized, detail oriented and able to meet deadlines.
• Outstanding collaboration skills, with a proven ability to work cross-functionally and gain the respect and support of internal and external partners.
• Commitment to a high level of customer service responsiveness and excellence.
• Ability to thrive in a complex environment that requires creativity, improvisation, flexibility, change management, and a sense of humor and perspective.
• Our ideal candidate brings a high level of empathy, social skills, and cultural competencies to their work and their interpersonal interactions.
• Salesforce Administrator Certification
• Experience working with Salesforce Experience Cloud and Salesforce Marketing Cloud

PREFERRED QUALIFICATIONS

• Previous experience with any of these technologies and software:
• Understanding of and appreciation for the public broadcasting industry
• Digital Analytics, e.g. Google Analytics
• Salesforce Knowledge
• Salesforce Experience Cloud Consultant certification
• Salesforce Service Cloud Consultant certification
• Slack Certified Administrator

EDUCATION REQUIREMENT

Bachelor's degree (or equivalent in work experience)

WORK LOCATION

• Remote Permitted: This is a remote permitted role. This role is based out of our Washington, DC office but the employee may choose to work on a remote basis from a location that NPR approves.

JOB TYPE

• This is a full time, exempt position.

COMPENSATION

Salary Range: The U.S. based anticipated salary range for this opportunity is $85,000 - $95,000 plus benefits. The range displayed reflects the minimum and maximum salaries NPR expects to provide for new hires for the position across all US locations.

Benefits: NPR offers access to comprehensive benefits for employees and dependents. Regular, full-time employees scheduled to work 30 hours or more per week are eligible to enroll in NPR’s benefits options. Benefits include access to health and wellness, paid time off, and financial well-being. Plan options include medical, dental, vision, life/ accidental death and dismemberment, long-term disability, short-term disability, and voluntary retirement savings to all eligible NPR employees.

Does this sound like you? If so, we want to hear from you.