Voter Engagement Operations Director

Introduction:

Civitech is a public benefit corporation dedicated to creating a fairer and more equitable democracy by building the tools and infrastructure needed to increase civic participation, empower Democratic candidates to win, and support the success of progressive causes. Since its founding in 2019, over 500 partners -- a range of nonprofit organizations, national political committees, and individual campaigns -- have utilized Civitech’s tools to reach tens of millions of voters to help create a more equitable and progressive democracy.

The Voter Engagement Operations Director will run the voter support call center, utilized by millions of voters searching for help registering to vote and voting. This role will manage up to 75 call center representatives (Client Success Support Specialists) and 3-5 team leaders. This role is crucial in ensuring high-quality service delivery, meeting performance targets, and driving continuous improvement within the call center. The ideal candidate will possess strong leadership abilities, a strategic mindset, and a commitment to fostering a positive and productive work environment.

It is important that our team reflects the diversity of the organizations we seek to serve. We strongly encourage women, people of color, LGBTQ people, and others otherwise underrepresented in the technology sector to apply.

Responsibilities:

Strategic Leadership:

• Develop and implement strategic plans to enhance call center operations and achieve organizational goals.

• Lead, mentor, and develop a team of 3-5 team leaders, ensuring they effectively manage their respective teams.

• Foster a culture of excellence, collaboration, and continuous improvement within the call center.

Operational Management:

• Oversee daily operations of the call center, ensuring efficient and effective service delivery.

• Monitor key performance metrics, such as call volume, handle times, and customer satisfaction, to ensure targets are met.

• Implement and maintain call center procedures, guidelines, and scripts to ensure consistency and compliance.

• Manage workforce planning and scheduling to ensure adequate coverage during peak hours and maintain flexibility for demand fluctuations.

• In partnership with the company Operations team, hire and train up to 75 Client Success Support Specialists.

Client and Voter Support:

• Ensure high-quality service is provided to voters, addressing inquiries, concerns, and requests promptly and professionally.

• Handle escalated voter complaints or complex issues, providing resolution or escalating to leadership as necessary.

• Maintain accurate records of voter interactions and generate reports for analysis and improvement.

Continuous Improvement:

• Identify areas for process improvement and implement changes to enhance efficiency and service quality.
• Stay informed about industry trends and best practices to continuously improve call center operations.
• Collaborate with other departments to align call center activities with organizational goals and initiatives.

About You:

• Minimum of 5 years of relevant experience in call center management or a similar customer support center leadership role, preferably overseeing large teams.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Ability to handle high-stress situations with professionalism and empathy.
• Proficiency in using call center software and technology.
• Strong analytical skills to interpret performance data and implement improvements.
• Collaborative mindset with the ability to work effectively with team members and other departments.
• Flexibility to adapt to changing priorities and work schedules.
• Committed to leveraging technology and data products to help Democratic candidates run for office and win, empower progressive causes, and increase civic participation.

Additional Qualifications (desired but not required):

• Conversational Spanish, Chinese, Hindi, Korean, Vietnamese, Punjabi, or Bengali are a plus but not required.

• Knowledge of voting laws or experience working on a campaign.

$80,000 - $120,000 a year

Classification, Salary, and Benefits:

-This is a full-time, remote position with a competitive benefits package and a salary range of $80,000-$120,000, commensurate with location and experience. Please note that this role is temporary and will last through November 2024.

-Availability to work flexible hours, including evenings, weekends, and holidays as needed.

Why Work At Civitech:

-Medical, Vision, & Dental Insurance

-401(k) plan

-Employee Stock Options

-Employer-paid Life Insurance

-Optional Short/Long Term Disability, Accident, Hospital, & Critical Illness Insurance

-Flexible Time Off & Company Holidays

-Flexible Spending Account

-Parental Leave

-Flexible Schedules

About our Client Success Team:

The Client Success Team is focused on delivering services, building strong relationships with our clients, and ensuring our clients ultimately achieve their electoral goals. This means being responsive, professional, and organized to ensure that clients repeatedly turn to Civitech to achieve their goals.

The Voter Engagement Operations Director is on our Client Success Team, and reports to our VP of Client Success. The Voter Engagement Operations Director manages our team leaders and Client Success Support Specialists.

Civitech’s Values:

We act with Integrity – At Civitech, we hold ourselves to the highest standards and value open and transparent communications with all of our stakeholders. Our rigorous approach to product design, testing, and data science leads to accurate assessments of our outcomes and challenges us to constantly improve our tools.

We are Changemakers – As a team, Civitech seeks to make transformational change in our democracy by eliminating obstacles meant to hamper contribution from every member of the community.

We are Collaborators - Buoyed by our mission, we look for opportunities to partner with everyone committed to making democracy easier to participate in. We seek to understand the challenges our partners face and use our skills and creativity to help them solve them.

We are Bold – We recognize that disruptive change won’t come with doing business as usual. Civitech seeks to revolutionize civic participation by bringing innovation and creativity to politics.

Civitech is not able to provide visa sponsorship at this time.

Civitech provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

No recruiters or agencies, please!