Joining the American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better. 

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work. 

WHAT YOU NEED TO KNOW (Job Overview):  

Under limited supervisor, serve as a System Operator to unsure the timely resolution of Technical Exceptions within our casework system of record and workforce submitted IT Tickets related to the successful navigating and functioning or our casework system of record. The Supervisor, Casework User Support serves at the nexus of workforce support and system functionality, ensure that our Red Cross workforce can use our casework system of record as designed to successfully support disaster-affected individuals and households.

This is a people manager position reporting to the Director, Casework in the Casework Transformation Branch. Responsibilities include supporting casework user support, as well as leading a team of staff and volunteers, and developing user support procedures, tools, and training.

*This is a term-limited position, with an end date of June 30, 2027. Position extension is based on business need.

WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities):  

• Hire, train, and manage user support staff, including Temporary Disaster Employees; provide leadership, support and direction to Red Cross user support workforce including volunteers. 

• Develop, manage, and supervise a volunteer and collateral duty team of System Operators; serve as the team lead for on-call System Operators and maintain the team roster and schedule. 

• Coordinate and communicate with NHQ and field stakeholders regarding user support and issue resolution. 

• Develop subject matter expertise on user support for American Red Cross financial assistance programs and Client Casework. 

• Monitor, consolidate, and track data related to user support channels. Work independently and with other Casework Transformation Operations staff to identify trends, project futures volumes, make business decisions, and report issues to leadership. 

• Establish and maintain mechanisms to monitor outcomes related to consistent and effective user support customer service. 

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