The Digital Solutions Product Manager reports to the Vice President of Partner Solutions. The Donor Services department, within the Finance department, is a comprehensive team that manages the donor experience in the donation process. The overall goal of the Donor Services department is to support United Way donors with best-in-class customer service.
Position Summary
The Digital Solutions Product Manager will focus on strengthening our position as a companys partner of choice in digital engagement, with the ability to fully meet the requirements to execute charitable programs.
This position is responsible for managing a portfolio of companies utilizing our digital tools while providing a best-in-class experience. The Digital Solutions Account Manager will ensure the optimal performance of the tools/applications used to support the solution implementation. They will work closely with external stakeholders, including company contacts, and other internal departments, to facilitate a seamless flow of requirements and metrics.
Key Responsibilities
- Responsible for stewarding key CSR campaign contacts utilizing our digital tools, exhibiting robust relationship management skills, and strong communication of real-time status in each phase of each digital solution life cycle including:
- Lead requirement gathering sessions with corporate clients and development staff
- Implement, customize, and manage projects related to our digital solutions projects and deliver on client requirements
- Communicate and provide support to customers effectively at both the executive and technical levels to ensure consistent messaging and appropriate escalation
- Navigate all challenges presented and guide them to resolution, working closely with client company IT departments and Finance teams.
- Train stakeholders on relevant digital platforms
- Demonstrate an expert knowledge of our digital solutions to internal and external audiences:
- Research, develop, and lead collaborative efforts between Office of Development, IT, and Marketing to implement innovative work in this area.
- Consult, train, and empower Development staff to leverage digital solutions within their accounts.
- Accurately and effectively communicate any aspect of the process to any audience.
- Ensure the optimal performance of the tools/applications used to support the workforce and other digital campaign executions.
- Assist the customer service team in ensuring that all cases are handled to maximum satisfaction.
- Develop detailed execution plans for complex local, regional, and national campaigns, including support to all involved United Ways and regional/national company locations. Will work closely with the primary Development Officer internally
- Develop reports that aid strategic use of digital solutions for both company contacts and internal fundraising team.
- Use reporting and analytics to extract insights from each campaign and use that information to improve the processes of future campaigns and to support UWGA winning new business.
Qualifications & Expectations
This role requires a blend of analytical skills, soft skills, and continuous professional development:
Qualifications
- Undergraduate degree or equivalent work experience
- 3-5 yrs. fundraising/campaign experience and technical experience (Web-Based technologies, back-end financial systems and processing, database management, basic knowledge of HTML, experience with Microsoft Office; specifically, Excel and Power BI)
- Knowledge of full application life cycle experience including scope definition, design, development, and user training.
- Project management skills: well-organized, able to provide structure, and knowledgeable regarding process implementation within areas of responsibility.
- In-depth knowledge and familiarity with local business community
- Creativity to initiate new ways to use technology
- Strategic thinking as to best ways to position UWGA in the digital economy as well as the broader UW system.
- Strong interpersonal skills: specifically, customer service and relationship management skills
- Strong written and verbal communication skills.
Expectations
A successful individual in this role will be:
- An excellent communicator with strong listening skills
- Resourceful, creative problem-solver
- Organized and goal oriented
- A strong collaborator and comfortable with working in a highly dynamic environment
- Effective interpersonal skills and ability to relate with a diverse team. Ability to work in harmony with peers and as an active team member.
- Strategic thinker, able to further the abilities and goals of the organization.