Job Description

TITLE: Digital Operations Coordinator

REPORTS TO: Digital Operations Manager

STATUS: Full Time; Exempt

LOCATION: Brookline, MA (*currently remote)

START DATE: January 2021

FACING HISTORY AND OURSELVES is seeking a DIGITAL OPERATIONS COORDINATOR to join our growing Digital team. This entry-level position will support in creating and maintaining excellent digital experiences across Facing History and Ourselves’ digital platform.

WHO WE ARE: We are a passionate, results-driven, and growing Digital team that partners closely with subject matter experts and content creators across the organization. Our team provides strategy, project management, production, and support for all of the organization’s digital platforms.

We are relentlessly committed to ensuring our users encounter digital experiences that are relevant, personalized, and impactful. We are flexible in our roles and have a team player approach. We serve the entire organization and work on projects ranging from marketing landing pages to custom fundraising solutions to innovative products for educators.

Our team is responsible for the stability and availability of all of our Digital platforms, (including the management of our partners and vendors), to ensure the best digital experiences_. _We govern all processes and procedures which deliver change to those platforms, with a view to minimizing incidents, minimizing operational risk while operating efficiently and responsively.

The Digital team is busy and our work is cross-functional in order to serve critical mission-driven needs. Our team prides itself in deeply understanding and caring about our user, and our impact, and in not losing sight of either when we build and maintain technology solutions.  Our main site uses Drupal; we also uses a wide range of tools for reporting and marketing, and to support our user-facing digital products, community events, online courses.

WHO YOU ARE: You are curious and interested in learning about and creating engaging digital experiences. You are motivated by our mission statement, and feel energized by working with a team. When you work on a project, your teammates describe you as helpful, collaborative, and flexible. You are excited to put yourself in the shoes of our educators and donors. You  are interested in developing and growing  your skills to ensure our users have excellent experiences ranging from interacting with our website’s live chat to attending an online workshop and adapting content for their classroom. You are comfortable jumping in and learning, and asking questions of your peers and supervisor. You have a good sense of humor and enjoy a collaborative, fun, and hard-working team.

RESPONSIBILITIES INCLUDE:

• Produce digital content for professional development and community events, webinars, courses, and resources across channels using different tools
• Organize and manage digital assets across content management systems; create and manage detailed content inventories
• Reorganize, tweak, and/or create new web copy (microcopy, wayfinding copy, summaries, titles/headlines, etc) that is grounded in users’ needs, business goals, and search engine optimization (SEO) practices
• Track project work and tasks and keep team members and stakeholders up to date on projects
• Update technical and project documentation
• Identify obstacles to project completion and communicate proactively with manager
• Use Slack to collaborate within and across teams, and as an intake mechanism for project, tasks, and support requests
• Serve as a live chat agent and customer support agent for visitors that come to our website
• Troubleshoot tech issues with colleagues and end users; provide technical support for delivery of program content via virtual events
• Provide administrative, technical, content management, and moderation support for online community spaces
• Test new website updates as per instructions from developers; record testing results and issues with details and screenshots
• Collaborate across departments to discuss user experience and objectives for products; manage feedback from stakeholders
• Manage event listings, forms, and registration settings for Facing History events; understand web and data requirements for event administration; coordinate with regional offices, finance, and data teams
• Under the supervision of the Digital Operations Manager and in partnership with other digital operations and content production staff, create content maps, inventories, and wireframes
• Provide basic reporting numbers and analytics to stakeholders when requested
• Participate in Peer Review and other collaborative review processes to support fellow digital producers

KEY QUALIFICATIONS/QUALITIES

• Ability to work collaboratively across departments
• Very detail-oriented
• Analytical thinker & problem-solver
• Strong written and verbal communication skills
• Familiarity with content forms in a Content Management System (CMS), like Drupal, Wordpress or similar system
• Ability to handle and prioritize multiple projects, be flexible and meet deadlines
• Basic knowledge of HTML (or willingness to learn)
• Proactive and curious: You ask questions, you Google things you don’t know and are eager to learn, you learn from your colleagues
• Some evening work required (approx. 1-2 evenings per month) to support educators during our live online events.
• Occasional off-hours work required for content production related to current events resources.
• SOME TEAM MATES WORK A STAGGERED OR FLEXIBLE SCHEDULE TO MEET WORK AND HOME NEEDS