Senior User Education Manager

Who We Are

Murmuration is a nonprofit organization that amplifies the power of civic engagement by providing data, digital tools, and research-driven insights to community-focused organizations so that together we can create an America where everyone can lead healthy, free, and dignified lives.

Every day, people are trying to shape our future for the better. Fighting for water that’s safe to drink. Schools that serve students equitably. Gun laws that make sense. And rallying people who care like we do. And yet too often the skillful organizers working to mobilize communities lack access to technology that could supercharge their efforts. Knocking on every door instead of knowing which will open most easily. And going up against outside interests that have half the heart, but twice the tools.

In communities across America, Murmuration’s partners are leveraging our data, tools, and insights to help thousands of organizers orchestrate millions of individual people to do big things together. Demand big things together. To create the world they want. Together.

About the Position

As the Sr. User Education Manager leading user education and in-platform user communications for Murmuration's SaaS platform, you'll work with a talented team to develop the tools that help our partners drive impact in their communities. 

You'll create and optimize learning experiences across multiple channels while measuring their impact on user success. You'll collaborate with teams across the organization to ensure clear, consistent communication about our product both internally and externally. Ultimately, you'll have helped build the most effective and intuitive platform for advocacy and political organizing by ensuring our partners have the knowledge and resources they need to drive impact in their communities.

You'll join our team of Product Managers and Product Designers developing a family of products across web and mobile – all focused on helping our partners increase civic engagement and create a more equitable future with greater opportunity for everyone.

Note: At Murmuration, we are committed to becoming an even more diverse, equitable, and inclusive workplace. To this end, all staff members are expected to actively participate in DEIB (diversity, equity, inclusion, belonging) programming.

Job level: IC4

What You’ll Do

• Develop and execute a comprehensive user education strategy across multiple channels (e.g., help center, in-app guides, chatbot, and more);
• Create and maintain documentation and self-service learning resources while continuously measuring and improving their effectiveness;
• Advocate for user needs and translate insights into actionable recommendations that improve platform usability;
• Partner with teams across the organization to identify knowledge gaps and opportunities, translate these insights into action, and develop effective communications to internal and external parties;
• Coordinate inbound and outbound communications through the platform, balancing user experience with internal needs; and
• Support the Technology Division's documentation processes and standards, as well as help maintain internal knowledge management.

Requirements

• Bachelor’s degree with an emphasis on clear written communication (Note: Work experience can be substituted for degree requirements);
• 5+ years of experience with technical writing, content strategy, and/or user education for software products;
• Exceptional technical writing skills with a proven ability to simplify complex concepts;
• Demonstrated success working directly with Support and/or Account Management teams to identify and close gaps in user knowledge and context, leveraging a range of strategies and tools;
• Experience working directly with Product, Engineering, and/or Support teams to clearly document features and functionality;
• Demonstrated success in using data to inform and improve content strategies;
• Experience with documentation, ticketing, and knowledge management tools (e.g., Zendesk, Confluence);
• Strong project management and prioritization skills in a fast-paced environment;
• Excellent interpersonal skills with ability to collaborate effectively across multiple teams; and
• Passion for civic engagement and commitment to equity.

Nice to Haves

• Knowledge of user experience (UX) design and user research principles;
• Experience with content analytics and measuring documentation effectiveness;
• Background in instructional design or adult learning principles;
• Background in customer success, support, or training; and/or
• Experience with interactive learning platforms and agile development tools