Deputy Director, Support Transition (Term-Limited)

ABOUT THE JOB

The ACLU seeks applicants for the full-time position of Deputy Director, Support Transition in the Development Department of the ACLU’s National office in New York, NY. This is a hybrid role that has in-office requirements of two (2) days per week or eight (8) days per month. This is an 18-month term-limited position. 

The ACLU’s passionate community of donors and activists is stronger than ever. The mission of the ACLU’s Development Department is to unlock the full potential of donors and the ACLU as partners in the creation of a more perfect union.  We pursue our mission by building long-term donor relationships and organizational partnerships, by demonstrating impact in response to threats, by engaging donors how they wish to engage, by taking interest in our donors and facilitating personal action, by being accountable stewards of their funds, and by asking donors to consider giving the ACLU their full support.  

WHAT YOU'LL DO 

Reporting to the Director of Development Data & Systems, the Deputy Director, Support Transition will  oversee the transition to a new support structure after a major system migration project, ensuring the team and roles are structured to optimally meet or exceed established SLAs for user support, knowledge, training, enhancements, report and business intelligence, and business analysis needs. This role will partner with the Director, partner support teams, and Development leadership to develop a plan, and will lead the transition of the Support, Knowledge, and Training (SKT) and Business Intelligence and Analytics (BIA) teams through the migration and through the system stabilization phase.

This is an 18-month term-limited role, and an ideal opportunity for a strategic, collaborative, empathetic, and forward-thinking data leader to apply their skills, experience, and expertise to harness data for the ACLU’s mission.

YOUR DAY TO DAY

RESPONSIBILITIES 

• Conduct discovery of cross-functional support teams, probing current-state success areas and pain points, as well as expectations, hopes and concerns for the future state to fully understand the landscape.  Conduct interviews with teams, partners, and stakeholders to understand their perspective on what will be needed. Review SLAs and prior BBCRM design session recordings to understand proposed new configuration. Compile findings and combine with industry experience to develop a report back on the current state of support and recommendations for optimal support structure. 
• Work with Development leadership and cross-functional stakeholders to update the service level agreement as needed.  Perform a gap analysis on current operations, and build improvement projects into the transition plan or post-migration roadmap.   
• Support team leadership in developing clearly defined team scopes, roles and necessary skillsets, responsibilities, and cross-functional decision-making frameworks that will result in meeting or exceeding SLAs with the new system as efficiently as possible. 
• Partner with Director on developing a plan for transitioning team to new structure, ensuring timely steps are planned in alignment with budget timelines and procurement processes so that resources are in place when needed in alignment with the Launch Plan, the Change Management Plan, and any related continencies. 
• Participate in ongoing design sessions for new system, advising where needed on optimal configuration based on discovery.   
•  Prepare the SKT and BIA teams for transition including ensuring adequate training and skill development has been completed, ensuring resources are procured and prepared, and setting success metrics, identifying risks, and developing contingency plans.  Lead the teams and support partner teams through the migration, monitoring progress, escalating issues, coaching and managing performance. 
• Oversee the SKT and BIA teams, fostering collaboration within teams and partnership with other DDSRO teams. Develop both current-state and migration goals, manage capacity and performance, mentor leadership, and ensure efficiency.  
• Assist in the development and management of the DDSRO roadmap, resourcing, and capacity planning for the SKT and BIA teams, ensuring teams manage their projects according to the DDSRO roadmap standard.   
• Support strategic planning for support, reporting and BIA current state and future stage projects.  Partner with Director in resource planning, capacity management, and roadmapping initiatives. 
• Demonstrate a commitment to diversity within the office; use a personal approach that values all individuals and respects differences in regards to race, ethnicity, age, gender identity and expression, sexual orientation, religion, ability and socio-economic circumstance 
• Commit to work collaboratively and respectfully toward resolving obstacles and/or conflicts 
• Other duties and special projects as assigned

FUTURE ACLU'ERS WILL 

• Be committed to advancing the mission of the ACLU
• Center and embed the principles of equity, inclusion and belonging in their work by demonstrating commitment to diversity with an approach that respects and values multiple perspectives
• Be committed to work collaboratively and respectfully toward resolving obstacles and conflicts

WHAT YOU'LL BRING

QUALIFICATIONS 

• Experience managing a BBCRM support team in a federated non-profit or organization of similar complexity to the ACLU  
• Superior understanding of fundraising systems support needs 
• Solid organizational skills, the ability to work productively and proactively in a high volume, fast paced and detail-oriented environment  
• Demonstrated analytical, negotiation and facilitation skills to interpret business needs of department 
• Ability to think through details while understanding big picture and long-range goals and effects  
• Inherent decision maker, who is adept in troubleshooting incoming issues as they arise, must have problem solving skills and resourcefulness  
• Ability to manage a multi-faceted workload independently, while successfully setting priorities and meeting deadlines  goawsaidataanalyticsproductdesign