Product Manager, Volunteer Experience

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Overview:

Crisis Text Line provides free, 24/7, high-quality text-based mental health support and crisis intervention by empowering a community of trained volunteers to support people in their moments of need. Our mission is at the intersection of empathy and innovation — we promote mental well-being for people wherever they are. Our vision is an empathetic world where nobody feels alone. Our core values are connected with empathy, center equity, get it done together, and reflect and evolve, these four are at the heart of all we do. 


Our mission: At the intersection of empathy and innovation — we promote mental well-being for people wherever they are.
Our vision: an empathetic world where nobody feels alone
Our values: connect with empathy, center equity, get it done together, and reflect and evolve

Role 

As a Product Manager for the Volunteer Experience, you will define product solutions for Crisis Text Line volunteers. Our volunteers are a key user group at Crisis Text Line as they are the force behind our service, powering our ability to serve texters in need. You will drive research and analysis of the volunteer lifecycle and collaborate with design, engineering, and other volunteer stakeholder teams to deliver impactful features and enhancements. You will also help determine the prioritization of projects based on both user and stakeholder needs, and measure the success of those projects based on collaboratively established metrics. Examples of projects you might work on include: analyzing our volunteer lifecycle communications to increase engagement, determining what community means to our volunteers, and designing products that support our community in between volunteer shifts. 

Responsibilities
  • Drive user research that provides enough information to develop a high-confidence product solution. You’ll get to know our volunteers and seek input from internal stakeholders to create solutions that align with both user needs and organizational priorities.
  • Ensure effective cross-functional communication throughout the product development lifecycle.
  • Use data to inform decision-making: synthesize research findings to collaborate on design assets with the design team and consult the data team to access historical data. As needed, ensure instrumentation is built into feature requirements to track use. (Learn more about how we use technology and data here.)
  • Based on ideal design and available resources, define the appropriate feature scope with engineers and document the requirements.
  • Test features against requirements and for usability before launch. Ensure internal stakeholders are up to speed on the intended use and how they may interact with the product or its users.
  • Deliver features aligned with design and scope on an established timeline. Consult leadership as needed to iterate on these decisions to ensure products meet business needs.
  • Apply equitable product management principles to all feature development: from inclusive user research that ensures all volunteers are represented, to building features that are accessible to our sight-impaired volunteers, to ensuring our volunteer admissions process yields a diverse volunteer base, and more.

Qualifications

We know that people are much more than the bullet points on their resume, so we encourage you to apply even if you don’t have 100% of the qualifications below!

Ideally you bring: 

  • 2+ years of relevant experience
  • Knowledge of agile methodologies sufficient to document and drive engineering work to completion
  • Demonstrated interest in the use of technology to support diverse user outcomes
  • Experience conducting or supporting qualitative and quantitative data analysis 
  • Demonstrated ability to complete highly visible projects independently and with effective task prioritization
  • Ability to communicate technical solutions to non-technical stakeholders matched by an ability to interpret stakeholder needs into feature requirements

Bonus if you have: 

  • Experience with user facing email and communications strategy & technology (ex: Mandrill, SMS Magic, MailChimp) 
  • Experience with Salesforce

Benefits:
  • 20 paid holidays, including 3 floating holidays
  • Generous paid time off: 15 vacation days, 3 personal days, 7 sick days
  • Medical, dental, and vision benefits for the staff member and family
  • 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line
  • 12 weeks paid parental leave (available after 6 months of employment)
  • 4 weeks of volunteer sabbatical (after 2 years of continuous full time service)
  • Mental health stipend
  • Wellness stipend
  • Internet service stipend
  • Home office setup stipend
(Benefits do not apply to interns, contractors, research collaborators, and part-time positions)Crisis Text Line is an equal opportunity employer.  We provide reasonable accommodation to individuals who have a disability and meet the skill, experience, education, and other job-related requirements of the role to allow the individual to perform the essential functions of the job.
 
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