Compensation: $68,400 annually and the potential for a bonus.

At GiveDirectly, we strive to pay our employees generously and equitably. We use an accredited third party salary aggregator to ensure that staff’s total compensation package (base compensation + bonus) falls within the 75th percentile of similar roles, at similar organizations. We also have a no negotiation policy to ensure we are paying staff equitably across roles.

Location: Remote in Flint, Michigan,USA or the surrounding area

Please note that this role will require someone to significantly support in-person activities taking place within Flint related to community engagement, outreach, and program launch. In addition, there will be occasional travel to New York or elsewhere in the US for team events.

Role Overview
The U.S. Program Associate will support implementation for large-scale cash initiatives in the U.S. As a critical member of GiveDirectly’s U.S. programs team, you will support operations, internal coordination, and team processes. You will often be the project point person for community engagement and customer service. You will be expected to support Managers and Senior Managers across multiple projects, and as a result, you must be excited to work in a fast-paced environment and be comfortable managing multiple workstreams at one time. Through this, you will have the opportunity to learn and develop new skills on a fast-growing team.

Associates should be able to:

• Support multiple projects and workstreams simultaneously (multi-task), especially by driving process (e.g. metric tracking, survey design)
• Over time, own whole components of projects, including but not limited to customer service and/or delivering payments
• Proactively identify areas for efficiency in projects and team management (e.g. streamlining customer service management)
• Support community engagement and coordination, including acting as a liaison for partner organizations and community members as appropriate

Responsibilities
This position will primarily support the Rx Kids program, a city-wide cash allowance program targeted at expectant mothers and infants in their first year of life in Flint, Michigan. This role is also expected to work closely with our Flint-based partners, including Michigan State University, University of Michigan, and the Greater Flint Health Coalition.

Direct Program Support

• Support a range of operational and project management duties to ensure GiveDirectly’s U.S. projects are executed with excellence and in line with our values, particularly “recipients first”
• Lead select operational processes, including overseeing a team of customer service agents and conducting recipient follow-up surveys
• Support other field ops processes, including outreach and enrollment, and execution across various program stages
• Work closely with other members of the U.S. team to identify process challenges and propose solutions (e.g. increasing operational efficiency, improving recipient experience)
• Become an expert in GiveDirectly’s tech systems (e.g. Salesforce) to support project execution and excellence
• Track and report operational and efficiency metrics
• May be responsible for managing field teams, including benefits counselors and/or enrollment officers
• Coordinate with internal and external stakeholders, including with tech partners, research partners, and customer service teams

Customer Service and Recipient Experience

• Lead customer service, including directly supporting recipients via an email-based help desk and through phone support
• Meet periodically with recipients in person to build trust and to identify problems or areas for program or process improvements
• Serve as a trusted resource for recipients, responding to their communications in a timely and professional manner
• Respond to and resolve one-off recipient issues through communication, data entry, and/or escalation of more serious matters to the appropriate individuals

Community Engagement

• Cultivate and maintain relationships with implementing partners, key community members, and local service organizations
• Build knowledge of the community we are working in, and support with identifying existing local resources or services relevant for recipients
• Support the organizing and execution of community-based meetings and events as needed

Other

• Support whole-team knowledge management and process documentation, refreshing protocol and process docs regularly

• Where feasible given project management responsibilities, Associates may also be asked to support content coordination and story collection for program communications. This could include:
• Collaborating with internal stakeholders to determine content collection priorities and needs
• Owning information gathering and storytelling about our programs
• Coordinating video taking, and editing of recipient stories (directly or via vendors/freelancers)
• Writing and editing articles and recipient stories, as well as conducting interviews as necessary
• Collaborating with recipients to tell their own stories by connecting them to tech and training

Qualifications

• 2+ years of work or volunteer experience in a role that required project management and people management/coordination
• Exceptional communication, organizational, and time-management skills
• Strong customer service instincts, including skilled problem solving, patience, and high emotional intelligence
• Ability to manage day-to-day operations and propose & implement process improvements
• Demonstrated ability to work in a highly independent and self-directed manner, while effectively communicating upwardly about gaps and risks
• Enthusiasm for fast-paced environments, which may lack a pre-defined playbook for success and involve significant “learning by doing”
• Strong alignment with GD values and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity.
• We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve.

Why work at GiveDirectly?

At GiveDirectly, we work to ensure that you have everything you need to excel in your role and on your team, including:

• A positive and supportive team with opportunities for advancement
• A demonstrated commitment to helping all staff develop and grow
• A competitive salary
• A robust health benefits plan (exact details will vary by country)
• Unlimited PTO (that we encourage staff to take!)
• Desk allowance and flexible work location

**GD is committed to observing all local, national and international laws that protect children, vulnerable adults, and basic human rights of all. GD is committed to a policy of “zero tolerance for sexual exploitation, abuse, and harassment (SEAH)” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**