Associate Product Manager, Fundraising Platform Operations

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.

RESPONSIBILITIES

Donation 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.
• Colla