Program Manager, Member Services

Title: Program Manager, Member Services

Reporting to: Sr Director of Member Services

Location: United States / Remote, requires U.S. work authorization

Term: Permanent, Full-Time, Bargaining Unit Position

Compensation: This is a union position subject to a Collective Bargaining

Agreement with IBEW Local 89. The salary for this role is $92,700

Deadline: Applications will be reviewed on a rolling basis

About WorkMoney

WorkMoney is dedicated to lowering costs and raising incomes for all Americans to make American life more affordable and American families more economically secure. We provide products, services, perks, benefits, tips, and tools to help members improve their financial lives, and we have become a trusted source of information about financial matters, economic policy, and public debates about the economy for our 5.5 million (and growing) members. We also activate and engage our members in advocacy campaigns to support policies and elected leaders to support our core vision that everyone in America can afford to live a good life. You can find out more about WorkMoney at workmoney.org and Facebook.

About WorkMoney Member Services

In the past two years, Congress passed a suite of bills providing unprecedented resources to the American people. There’s one big challenge: it’s really hard to access those benefits! That’s where WorkMoney’s member services center comes in. 

At the beginning of this year, we launched an ambitious pilot program to help our ~6M members access government resources and tax credits using a personalized navigation approach. We help people not only understand the programs and tax credits available to them, but also provide help accessing these resources through education and outreach campaigns, automated support tools (eligibility calculators, chatbots) and personalized human support (live chat, phone support). We’ve already helped tens of thousands of WorkMoney members enroll in new and existing federal, state, and local programs. 

Why We Need A Program Manager

We are seeking a dynamic and results-oriented Program Manager to join our member services team. The ideal candidate will be responsible for at least two critical areas of our program: 1) expanding our strategic partnerships and 2) telling our impact story to help even more everyday Americans get dollars back in their pockets. Expanding our strategic partnerships entails liaising with stakeholder organizations who want to share our member services as a resource to their constituents. We’re getting a lot more demand as the program becomes popular and the Program Manager is well positioned to manage those relationships from the prospecting stage throughout the life of the partnership. The other critical focus of the role is telling the story of the program’s impact which can look like crafting decks, one pagers, or reports; collaborating with our Data Analytics team for data insights; and, creating processes for partner data reporting and broader program data reporting. The purpose of this is so we can have stories and visuals ready when the opportunity presents itself to share the incredible news of everyday Americans getting meaningful financial support through our member services.

Responsibilities

Impact measurement and reporting

• Draft reports on each benefit program that tells the story of our work to encourage people to apply, and our estimate for the number of people who ultimately received the benefit, and estimates of how much they saved
• Translate impact metrics into compelling graphs and visuals 
• Scope partner dashboards in collaboration with data teams and ensure partners are given consistent impact reports for leads they’ve referred to our member services
• Collaborate with stakeholders to regularly review and refine impact KPIs by program, and partner with research colleagues to scope projects that assess programmatic impact

Partner Relationship Management:

• Work with the Sr. Director of Member Services to identify and assess potential target partners that align with the organization’s goals and objectives
• Develop and maintain a pipeline of potential partners and offer support on prioritization

• Provide administrative support to the Sr. Director of Member Services for tracking progress of partnership negotiations, MOUs, data sharing, and compliance
• Assist with partner onboarding and serve as their primary point of contact once onboarding is complete