OVERVIEW
A thriving, mission-driven multimedia organization, NPR produces award-winning news, information, and music programming in partnership with hundreds of independent public radio stations across the nation. The NPR audience values information, creativity, curiosity, and social responsibility – and our employees do too. We are innovators and leaders in diverse fields, from journalism and digital media to IT and development. Every day, our employees and member stations touch the lives of millions worldwide.
Across our organization, we’re building a workplace where collaboration is essential, diverse voices are heard, and inclusion is the key to our success. We are committed to doing the right thing in our journalism and in every role at NPR. This means that integrity, adherence to our ethical standards, and compliance with legal obligations are fundamental responsibilities for every employee at NPR.
INTRO TO POSITION
NPR is seeking a dynamic and detail-oriented Associate Product Manager, Fundraising Platform Operations to help implement, maintain and enhance key systems involved in converting and managing donors. In this role, you’ll focus on the management of existing systems and the implementation of a centralized donation platform that will facilitate payments for NPR’s growing revenue programs.
You will be pivotal in the initial rollout, continued iteration and maintenance of the platform. You will support internal teams, NPR Member stations and donors with clear, actionable documentation and efficient issue resolution when bugs are reported. Your ability to identify product enhancement opportunities and contribute to the team’s roadmap will be critical to NPR’s success. This position plays a vital role in supporting the financial sustainability of public media by helping NPR and Member stations achieve their financial goals.
This is a union represented role covered under the terms of a collective bargaining agreement with NABET-CWA DMU.
RESPONSIBILITIESDonation Platform Implementation and Management
- 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.
Process Documentation and Optimization
- 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.
System Operations, Maintenance and Issue Resolution
- 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.
Data Integrity and Reporting
- 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.
Collaboration and Cross-Functional Support
- 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.
Product Management and Roadmap Contribution
- 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.
- Strong analytical and quantitative skills – comfort with data-driven decision making.
- Implementation proficiency – ability to prioritize, translate ideas into technical requirements, scope releases, manage dependencies and contribute to a roadmap
- Team orientation: Demonstrated ability to work well on a team or independently, always showing respect for the diverse constituencies at NPR and within the public radio system. Ability to work collaboratively across technical and non technical divisions. High emotional IQ. Willingness to listen and compromise. Self-starter mentality.
- Excellent communication skills: Ability to tailor communication style to different levels of the organization – including senior management and peer groups of varying disciplines and skills – on issues of strategy, process, and ongoing operations.
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
- 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.
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.
EDUCATION REQUIREMENT
- Bachelor’s degree or combination of education and 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 $86,605.46 - $101,418.03 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.
The range displayed reflects the minimum and maximum salaries NPR expects to provide for new hires for the position across all US locations.
NPR Pay Range
$86,605.46—$101,418.03 USD
NPR is an Equal Opportunity Employer. NPR is committed to being an inclusive workplace that welcomes diverse and unique perspectives, all working toward the same goal – to create a more informed public. Qualified applicants receive consideration for employment without regard to race, color, ethnicity, national origin, ancestry, age, religion, religious belief, sex (including pregnancy, childbirth and related medical conditions, lactation, and reproductive health decisions), sexual orientation, gender, gender identity or expression, transgender status, gender non-conforming status, intersex status, sexual stereotypes, nationality, citizenship status, personal appearance, marital status, family status, family responsibilities, military status, veteran status, mental and physical disability, medical condition, genetic information, genetic characteristics of yourself or a family member, political views and affiliation, unemployment status, protective order status, status as a victim of domestic violence, sexual assault, or stalking, or any other basis prohibited under applicable law.
If you are a person with a disability needing assistance with the application process, please reach out to [email protected].
You may read NPR’s privacy policy to learn about how NPR may handle information you submit with any application.
Want more NPR? Explore the stories behind the stories on our NPR Extra blog. Get social with NPR Extra on Facebook and Instagram. Find more career opportunities at NPR.org/careers.
