TELECOMMUTE LOCATION: Remote, US
Want to work on an agile, mission-driven product operations team that connects thousands of people online daily to build stronger communities? If so, join us as the Director of Customer Engagement in a fast-paced, collaborative, supportive environment.
Taproot Plus, Taproot Foundation’s online marketplace for pro bono, directly delivers on our mission by connecting nonprofit professionals with passionate, skilled volunteers who share their expertise pro bono via online, virtual programming. Through Taproot Plus, business professionals deliver expertise and support in areas like marketing, strategy, HR, and IT strategy so that social good organizations are even more equipped to positively affect society. Since 2014, skilled volunteers have delivered nearly $40 million worth of capacity building consulting services to nonprofits through the program. This role sits on the Program Operations team, which drives Taproot Plus as well as the organization’s technology infrastructure.
The Director of Customer Engagement will deliver a scalable, best-in-class support experience to our Taproot Plus customers. You will inspire, motivate, grow, and retain a terrific remote based team. You'll lead the charge to design a vision for customer engagement and test, implement, and track program intervention and customer service strategies that promote and enable the highest-quality service
outcomes for volunteers and social good organizations engaging on the product. And you’ll be responsible for assessing and optimizing our existing people management processes and strategies to enhance our team's ability to develop and deliver a fantastic customer experience. This position will partner closely with our Director of Product and Director of Marketing and Communication and will oversee our small but growing customer support and engagement team.
This is a remote position and can be located anywhere in the United States. Taproot Foundation has offices in New York City, Chicago, San Francisco and Los Angeles. The Director of Customer Engagement reports to the Vice President of Program Operations.
Responsibilities and DutiesREQUIREMENTS: