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"array_path" => "revision_uid.0.entity" ] ] "title" => array:1 [ 0 => array:1 [ "value" => "Associate Manager, Public Support" ] ] "created" => array:1 [ 0 => array:1 [ "value" => "1673981991" ] ] "changed" => array:1 [ 0 => array:1 [ "value" => "1673982176" ] ] "promote" => array:1 [ 0 => array:1 [ "value" => "0" ] ] "sticky" => array:1 [ 0 => array:1 [ "value" => "0" ] ] "default_langcode" => array:1 [ 0 => array:1 [ "value" => "1" ] ] "revision_default" => array:1 [ 0 => array:1 [ "value" => "1" ] ] "revision_translation_affected" => array:1 [ 0 => array:1 [ "value" => "1" ] ] "metatag" => array:7 [ 0 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "name" => "title" "content" => "Associate Manager, Public Support | TransWork" ] ] 1 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "name" => "description" "content" => "ASSOCIATE MANAGER, PUBLIC SUPPORT Department: Public Support & Solutions Division: Marketing & Communications Location: Remote, in-office optional Reports To: Associate Director, Public Support & Solutions" ] ] 2 => array:2 [ "tag" => "link" "attributes" => array:2 [ "rel" => "canonical" "href" => "https://transwork.org/jobs/associate-manager-public-support" ] ] 3 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "property" => "og:image" "content" => "https://transwork.org/sites/default/files/styles/banner/public/2018-08/placeholder.jpg" ] ] 4 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "property" => "og:image:url" "content" => "https://transwork.org/sites/default/files/styles/banner/public/2018-08/placeholder.jpg" ] ] 5 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "property" => "og:image:secure_url" "content" => "https://transwork.org/sites/default/files/styles/banner/public/2018-08/placeholder.jpg" ] ] 6 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "name" => "twitter:image" "content" => "https://transwork.org/sites/default/files/styles/banner/public/2018-08/placeholder.jpg" ] ] ] "path" => array:1 [ 0 => array:3 [ "alias" => "/jobs/associate-manager-public-support" "pid" => "512" "langcode" => "en" ] ] "menu_link" => [] "body" => array:1 [ 0 => array:3 [ "value" => """ <p>ASSOCIATE MANAGER, PUBLIC SUPPORT<br />\r\n <br />\r\n Department: Public Support & Solutions<br />\r\n <br />\r\n Division: Marketing & Communications<br />\r\n <br />\r\n Location: Remote, in-office optional<br />\r\n <br />\r\n Reports To: Associate Director, Public Support & Solutions<br />\r\n <br />\r\n Status: Full Time, Regular, Non-Exempt, Union<br />\r\n <br />\r\n Salary: $50,000 - $55,000<br />\r\n <br />\r\n THE ROLE<br />\r\n <br />\r\n This position will report to the Associate Director, Public Support &<br />\r\n Solutions, and will manage multiple processes vital to supporting<br />\r\n StoryCorps’ Signature Interview Participants – who record with StoryCorps<br />\r\n trained facilitators – and guiding them through their experience. The<br />\r\n Associate Manager will liaise between the the public and StoryCorps staff to<br />\r\n provide timely and accurate support for inquiries from the StoryCorps<br />\r\n Community of participants, listeners, and donors as well as the general<br />\r\n public. The Associate Manager will also work closely with StoryCorps’<br />\r\n interview collection team and external partners to maintain accurate<br />\r\n information and communications throughout the participant experience. This<br />\r\n position will be a member of the Public Support & Solutions team and part of<br />\r\n the broader Marketing & Communications Department.<br />\r\n <br />\r\n This position is designated as a union position. As such, it is subject to<br />\r\n the terms and conditions outlined in our Collective Bargaining Agreement with<br />\r\n CWA Local 1180. This also means that you would be responsible for paying<br />\r\n union dues or agency fees (currently 1.3% of your gross wages), deducted from<br />\r\n your regular biweekly pay after the completion of your qualifying period.<br />\r\n <br />\r\n StoryCorps records, shares, and preserves stories from a diverse range of<br />\r\n American voices — from our Griot Initiative to preserve stories of African<br />\r\n Americans, to our Historias Initiative to collect the experiences of Latinos.<br />\r\n We also seek to recruit and develop a staff whose diversity matches the<br />\r\n diversity of the communities we serve, and we strongly encourage applications<br />\r\n from people of color and the LGBTQ community.<br />\r\n <br />\r\n WHAT YOU’LL DO<br />\r\n <br />\r\n Manage the day-to-day processes between StoryCorps and our external Call<br />\r\n Center partner, including updating booking and reminder call scripting,<br />\r\n following up on incidents, and reporting. Coordinate with StoryCorps’<br />\r\n Digital team to maintain key systems and automations to support these<br />\r\n communications.<br />\r\n Lead the Public Support team in providing one-on-one support to StoryCorps<br />\r\n Signature Interview participants throughout the process: from booking their<br />\r\n appointment, to managing their recording. Generate template language and<br />\r\n systems to ensure timely and accurate support and cross train other members<br />\r\n of the Public Support team on Signature Interview participant support.<br />\r\n Provide one-on-one support as necessary to Signature Interview participants<br />\r\n in StoryCorps’ One Small Step program, assisting the program team in<br />\r\n supporting participants with applying to be matched, understanding the<br />\r\n process, preparing for their appointment, and managing their recordings.<br />\r\n Provide one-on-one support for StoryCorps Major Donors as the organization<br />\r\n begins to build out a major donor program.<br />\r\n Create and maintain content designed to support Signature Interview<br />\r\n participants and donors in the StoryCorps’ Help Center and additional<br />\r\n content as needed<br />\r\n Support the Signature Interview collection team with the maintenance of<br />\r\n transactional communications to participants using Acuity, our reservations<br />\r\n system.<br />\r\n Work closely with StoryCorps’ Archivists to document archival policies and<br />\r\n respond to complex participant situations regarding interview access and<br />\r\n permissions.<br />\r\n Support the Associate Director and key internal stakeholders with sensitive<br />\r\n participant issues regarding rights, access, and the moderation of Signature<br />\r\n Interview content in the Online Archive.<br />\r\n Work across departments at StoryCorps to innovate improvements to the<br />\r\n StoryCorps Signature Interview participant experience with a focus on<br />\r\n reservations, support, and transactional communications<br />\r\n As needed, assist StoryCorps internal teams (Production, R&A, etc) with<br />\r\n direct communication with StoryCorps’ participants as necessary including<br />\r\n support for participants featured in StoryCorps’ broadcasts, podcasts, and<br />\r\n animations.<br />\r\n Coordinate the translation of Participant support materials, working with<br />\r\n external vendors for translation and updating content as needed. Conduct<br />\r\n occasional one on one communications in Spanish with participants, if<br />\r\n possible<br />\r\n Provide Administrative support to the Public Support and M&C teams as needed<br />\r\n Respond to general inquiries, including technical support, when needed.<br />\r\n <br />\r\n ABOUT YOU<br />\r\n <br />\r\n Required:<br />\r\n <br />\r\n At least 3 years of experience in a customer service/support or similar role;<br />\r\n demonstrated success as a customer advocate<br />\r\n Ability to exercise good judgment in complex situations involving the public<br />\r\n Excellent verbal and written communication skills<br />\r\n Strong organizational and project management skills; able to prioritize and<br />\r\n multitask with ease.<br />\r\n Experience handling confidential information and navigating complex<br />\r\n institutional policies and procedures<br />\r\n Detail-oriented with the ability to analyze and improve processes and<br />\r\n workflows<br />\r\n Knowledge in using PowerPoint, Excel, and Google Apps<br />\r\n Experience with customer support software ZenDesk, StatusPage, iorad, etc.<br />\r\n Ability to be flexible and adaptable in order to contribute to<br />\r\n problem-solving activities within a growing, changing organization<br />\r\n Experiencing teaching others new systems and technologies<br />\r\n Cultural competence and the ability to work successfully with diverse groups<br />\r\n of people<br />\r\n Preferred:<br />\r\n <br />\r\n Proficiency on a Mac platform<br />\r\n Experience in using databases or CRM software<br />\r\n Familiarity with Wordpress CMS<br />\r\n Fluent in Spanish<br />\r\n <br />\r\n ABOUT STORYCORPS<br />\r\n <br />\r\n StoryCorps’ mission is to preserve and share humanity’s stories in order<br />\r\n to build connections between people and create a more just and compassionate<br />\r\n world. Since our founding in 2003, StoryCorps has provided 700,000 people of<br />\r\n all backgrounds and beliefs with powerful opportunities to record interviews<br />\r\n about their lives, and leave a legacy for future generations in our archive<br />\r\n at the Library of Congress. We bring these interviews to life in stories<br />\r\n produced for broadcast on public media (including our weekly Friday morning<br />\r\n broadcast on NPR’s “Morning Edition"), our podcast, and/or our<br />\r\n animations. Together, these stories reach an audience of tens of millions.<br />\r\n StoryCorps maintains a relentless focus on diversity, and seeks to highlight<br />\r\n voices often underrepresented in mainstream media. While our stories honor<br />\r\n and celebrate the diversity of humankind, they also remind us of the many<br />\r\n values and experiences we share in common, building bridges of greater<br />\r\n understanding.<br />\r\n <br />\r\n Our work has been widely recognized with several George Foster Peabody<br />\r\n Awards, a MacArthur Award for Creative and Effective Institutions, the 2015<br />\r\n TED Prize, and a 2016 Emmy award for our animation “Traffic Stop.”<br />\r\n <br />\r\n This work couldn’t be accomplished without the unwavering commitment of the<br />\r\n exceptional individuals who make up our organization. Our people are<br />\r\n brilliant, hard-working, creative, and incredibly passionate about the vision<br />\r\n we share: To touch the lives of every person in this country and to create a<br />\r\n culture of listening in the United States.<br />\r\n <br />\r\n StoryCorps seeks to hire staff who reflect the diversity of the communities<br />\r\n we serve. All positions at StoryCorps are filled without regard to race,<br />\r\n color, religion, sex, national origin, age, sexual orientation, gender<br />\r\n identity or expression, disability, HIV/AIDS status, veteran status or any<br />\r\n other characteristic protected by law. All are encouraged to apply.<br />\r\n <br />\r\n COVID NOTICE:<br />\r\n <br />\r\n All offers of employment requiring on-site/in-person work will be contingent<br />\r\n on the candidate being Fully Vaccinated (at least two-weeks after last dose)<br />\r\n prior to starting their new role. Reasonable accommodations can be discussed<br />\r\n with HR personnel for individuals who cannot be vaccinated due to medical or<br />\r\n religious reasons. Proof of vaccination status is required at the time of<br />\r\n extending the offer.</p>\r\n """ "summary" => "" "format" => "full_html" ] ] "field_agree_to_allow" => [] "field_agree_to_receive" => [] "field_application_deadline" => [] "field_application_instructions" => array:1 [ 0 => array:2 [ "value" => "<p>Use the link below to apply.</p>\r\n" "format" => "full_html" ] ] "field_application_start_date" => [] "field_business_name" => array:1 [ 0 => array:1 [ "value" => "StoryCorps" ] ] "field_company_logo" => [] "field_confirm_rules" => [] "field_confirm_terms" => [] "field_contact_email" => [] "field_contact_email_transwork" => [] "field_contact_name" => [] "field_contact_name_transwork" => [] "field_contact_phone" => [] "field_contact_phone_transwork" => [] "field_contact_title" => [] "field_date_close" => array:1 [ 0 => array:1 [ "value" => "2023-01-25" ] ] "field_date_posted" => array:1 [ 0 => array:1 [ "value" => "2023-01-17" ] ] "field_education" => [] "field_employer" => [] "field_experience_level" => [] "field_industry" => array:1 [ 0 => array:3 [ "target_id" => "25" "entity" => array:19 [ "tid" => array:1 [ 0 => array:1 [ "value" => "25" ] ] "uuid" => array:1 [ 0 => array:1 [ "value" => "bef57089-4583-4e51-92be-80746c7e0c30" ] ] "revision_id" => array:1 [ 0 => array:1 [ "value" => "25" ] ] "langcode" => array:1 [ 0 => array:1 [ "value" => "en" ] ] "vid" => array:1 [ 0 => array:3 [ "target_id" => "industry" "entity" => array:9 [ "uuid" => "f0df3ba2-417b-48af-9a18-072913dafd78" "langcode" => "en" "status" => true "dependencies" => [] "name" => "Industry" "vid" => "industry" "description" => null "weight" => 0 "new_revision" => false ] "bundle" => "taxonomy_vocabulary" ] ] "revision_created" => array:1 [ 0 => array:1 [ "value" => "1567107689" ] ] "revision_user" => [] "revision_log_message" => [] "status" => array:1 [ 0 => array:1 [ "value" => "1" ] ] "name" => array:1 [ 0 => array:1 [ "value" => "Nonprofit" ] ] "description" => array:1 [ 0 => array:2 [ "value" => null "format" => null ] ] "weight" => array:1 [ 0 => array:1 [ "value" => "0" ] ] "parent" => array:1 [ 0 => array:1 [ "target_id" => "0" ] ] "changed" => array:1 [ 0 => array:1 [ "value" => "1567107689" ] ] "default_langcode" => array:1 [ 0 => array:1 [ "value" => "1" ] ] "revision_default" => array:1 [ 0 => array:1 [ "value" => "1" ] ] "revision_translation_affected" => array:1 [ 0 => array:1 [ "value" => "1" ] ] "metatag" => array:6 [ 0 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "name" => "title" "content" => "Nonprofit | TransWork" ] ] 1 => array:2 [ "tag" => "link" "attributes" => array:2 [ "rel" => "canonical" "href" => "https://transwork.org/taxonomy/term/25" ] ] 2 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "property" => "og:image" "content" => "https://transwork.org/sites/default/files/styles/banner/public/2018-08/placeholder.jpg" ] ] 3 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "property" => "og:image:url" "content" => "https://transwork.org/sites/default/files/styles/banner/public/2018-08/placeholder.jpg" ] ] 4 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "property" => "og:image:secure_url" "content" => "https://transwork.org/sites/default/files/styles/banner/public/2018-08/placeholder.jpg" ] ] 5 => array:2 [ "tag" => "meta" "attributes" => array:2 [ "name" => "twitter:image" "content" => "https://transwork.org/sites/default/files/styles/banner/public/2018-08/placeholder.jpg" ] ] ] "path" => array:1 [ 0 => array:1 [ "langcode" => "en" ] ] ] "bundle" => "industry" ] ] "field_job_status" => [] "field_job_summary" => [] "field_job_type" => array:1 [ 0 => array:1 [ "value" => "1" ] ] "field_link_to_apply" => array:1 [ 0 => array:3 [ "uri" => "https://storycorps.applytojob.com/apply/Uqh5lc5ijW/Associate-Manager-Pu…" "title" => "Apply Here" "options" => [] ] ] "field_location" => array:1 [ 0 => array:1 [ "value" => "Brooklyn, NY" ] ] "field_organization_website" => [] "field_salary" => [] "field_salary_annual_minimum" => [] "field_salary_hourly_minimum" => [] "field_salary_range_maximum" => [] "field_salary_range_minimum" => [] "field_salary_type" => [] "field_skills" => [] "field_work_location" => [] ]
