Associate Manager, Public Support

Date Posted
Close Date
Brooklyn, NY
Job Type



Department: Public Support & Solutions

Division: Marketing & Communications

Location: Remote, in-office optional

Reports To: Associate Director, Public Support & Solutions

Status: Full Time, Regular, Non-Exempt, Union

Salary: $50,000 - $55,000


This position will report to the Associate Director, Public Support &
Solutions, and will manage multiple processes vital to supporting
StoryCorps’ Signature Interview Participants – who record with StoryCorps
trained facilitators –  and guiding them through their experience. The
Associate Manager will liaise between the the public and StoryCorps staff to
provide timely and accurate support for inquiries from the StoryCorps
Community of participants, listeners, and donors as well as the general
public. The Associate Manager will also work closely with StoryCorps’
interview collection team and external partners to maintain accurate
information and communications throughout the participant experience.  This
position will be a member of the Public Support & Solutions team and part of
the  broader Marketing & Communications Department.

This position is designated as a union position. As such, it is subject to
the terms and conditions outlined in our Collective Bargaining Agreement with
CWA Local 1180. This also means that you would be responsible for paying
union dues or agency fees (currently 1.3% of your gross wages), deducted from
your regular biweekly pay after the completion of your qualifying period.

StoryCorps records, shares, and preserves stories from a diverse range of
American voices — from our Griot Initiative to preserve stories of African
Americans, to our Historias Initiative to collect the experiences of Latinos.
   We also seek to recruit and develop a staff whose diversity matches the
diversity of the communities we serve, and we strongly encourage applications
from people of color and the LGBTQ community.


Manage the day-to-day processes between StoryCorps and our external Call
Center partner, including updating booking and reminder call scripting,
following up on incidents, and reporting. Coordinate with StoryCorps’
Digital team to maintain key systems and automations to support these
Lead the Public Support team in providing one-on-one support to StoryCorps
Signature Interview participants throughout the process: from booking their
appointment, to managing their recording. Generate template language and
systems to ensure timely and accurate support and cross train other members
of the Public Support team on Signature Interview participant support.
Provide one-on-one support as necessary to Signature Interview participants
in StoryCorps’ One Small Step program, assisting the program team in
supporting participants  with applying to be matched, understanding the
process, preparing for their appointment, and managing their recordings.
Provide one-on-one support for StoryCorps Major Donors as the organization
begins to build out a major donor program.
Create and maintain content designed to support Signature Interview
participants and donors in the StoryCorps’ Help Center and additional
content as needed
Support the Signature Interview collection team with the maintenance of
transactional communications to participants using Acuity, our reservations
Work closely with StoryCorps’ Archivists to document archival policies and
respond to complex participant situations regarding interview access and
Support the Associate Director and key internal stakeholders with sensitive
participant issues regarding rights, access, and the moderation of Signature
Interview content in the Online Archive.
Work across departments at StoryCorps to innovate improvements to the
StoryCorps Signature Interview participant experience with a focus on
reservations, support, and transactional communications
As needed, assist StoryCorps internal teams (Production, R&A, etc) with
direct communication with StoryCorps’ participants as necessary including
support for participants featured in StoryCorps’ broadcasts, podcasts, and
Coordinate the translation of Participant support materials,  working with
external vendors for translation and updating content as needed. Conduct
occasional one on one communications in Spanish with participants, if
Provide Administrative support to the Public Support and M&C teams as needed
Respond to general inquiries, including technical support, when needed.



At least 3 years of experience in a customer service/support or similar role;
demonstrated success as a customer advocate
Ability to exercise good judgment in complex situations involving the public
Excellent verbal and written communication skills
Strong organizational and project management skills; able to prioritize and
multitask with ease.
Experience handling confidential information and navigating complex
institutional policies and procedures
Detail-oriented with the ability to analyze and improve processes and
Knowledge in using PowerPoint, Excel, and Google Apps
Experience with customer support software ZenDesk, StatusPage, iorad, etc.
Ability to be flexible and adaptable in order to contribute to
problem-solving  activities within a growing, changing organization
Experiencing teaching others new systems and technologies
Cultural competence and the ability to work successfully with diverse groups
of people

Proficiency on a Mac platform
Experience in using databases or CRM software
Familiarity with Wordpress CMS
Fluent in Spanish


StoryCorps’ mission is to preserve and share humanity’s stories in order
to build connections between people and create a more just and compassionate
world. Since our founding in 2003, StoryCorps has provided 700,000 people of
all backgrounds and beliefs with powerful opportunities to record interviews
about their lives, and leave a legacy for future generations in our archive
at the Library of Congress. We bring these interviews to life in stories
produced for broadcast on public media (including our weekly Friday morning
broadcast on NPR’s “Morning Edition"), our podcast, and/or our
animations. Together, these stories reach an audience of tens of millions.
StoryCorps maintains a relentless focus on diversity, and seeks to highlight
voices often underrepresented in mainstream media. While our stories honor
and celebrate the diversity of humankind, they also remind us of the many
values and experiences we share in common, building bridges of greater

Our work has been widely recognized with several George Foster Peabody
Awards, a MacArthur Award for Creative and Effective Institutions, the 2015
TED Prize, and a 2016 Emmy award for our animation “Traffic Stop.”

This work couldn’t be accomplished without the unwavering commitment of the
exceptional individuals who make up our organization. Our people are
brilliant, hard-working, creative, and incredibly passionate about the vision
we share: To touch the lives of every person in this country and to create a
culture of listening in the United States.

StoryCorps seeks to hire staff who reflect the diversity of the communities
we serve. All positions at StoryCorps are filled without regard to race,
color, religion, sex, national origin, age, sexual orientation, gender
identity or expression, disability, HIV/AIDS status, veteran status or any
other characteristic protected by law. All are encouraged to apply.


All offers of employment requiring on-site/in-person work will be contingent
on the candidate being Fully Vaccinated (at least two-weeks after last dose)
prior to starting their new role. Reasonable accommodations can be discussed
with HR personnel for individuals who cannot be vaccinated due to medical or
religious reasons. Proof of vaccination status is required at the time of
extending the offer.

How to Apply

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