DIRECTOR OF DIGITAL OPERATIONS (Denver, CO)

Excellent leadership position with high visibility and career growth potential managing a growing IT and operations team for a mission-driven non-profit organization that helps to ensure no one faces cancer alone.  Reporting to the VP of Digital Strategy and Business Development, the Director of Digital Operations will lead and manage MyLifeLine’s digital operations and team to develop and maintain an innovative and sustainable platform. MyLifeLine is a digital community comprised of tens of thousands of patients, survivors, and loved ones engaged in transforming the experience of those living with cancer.

The person stepping into this position will join at a pivotal time for MyLifeLine and the Cancer Support Community. Early in 2018, MyLifeLine, merged into Cancer Support Community (CSC). CSC is the largest professionally-led nonprofit network of cancer support worldwide. CSC is dedicated to ensuring that all people impacted by cancer are empowered by knowledge, strengthened by action and sustained by community. Together, CSC and MyLifeLine are building a dynamic and innovative support network for cancer patients and their loved ones online and at brick-and-mortar locations across North America.

Areas of Responsibility
PROGRAM RESPONSIBILITIES

Primary responsibilities include providing project management of all operational activities, supervising team members, and management of digital project lifecycles.

Digital Operations Team Lead:

Creation and implementation of the annual operations plan including resource allocation, level of effort estimations, staffing, and budget
Provide leadership and supervise the digital operations team including the Lead Technical Architect, web developers, and the Customer Care Relations & Operations Coordinator
Create, manage, and continually optimize team processes and procedures to drive productive and efficient operations
Plan and facilitate a monthly professional development series and frequent team-building activities for digital operations team members
Establish and manage accountable and cost-effective relationships with vendors
Collaborate cross-functionally with internal and external stakeholders to encourage innovation and identify opportunities for growth
Maintain competitor analysis and stay abreast of cancer support trends for the purpose of continued evaluation and enhancement of services

Project Management:

Strategize with the Lead Technical Architect and web developers to build and maintain a reliable and beneficial platform for users through sustainable approaches
Collaborate with the Customer Care Relations & Operations Coordinator on tactics to constantly improve services and provide high-quality customer support
Lead and orchestrate project lifecycles by developing the scope of digital initiatives, gathering requirements, and identifying risks to include implementation plans, prioritization, timelines, resource allocation, and costs
Design and maintain quality assurance standards to ensure project requirements are met and successfully achieved
Measure, analyze, and evaluate effectiveness and impact of services through data collection of site usage statistics, annual user survey results, and customer feedback
Conduct data-driven decision-making with stakeholders for needed UX/UI improvements, new features and enhancements, and platform changes to meet organizational goals

Requirements/Qualifications
Bachelor's Degree
3+ years in program or project management
3+ years in a supervisory role
Demonstrated process improvement experience and accomplishments to influence and drive organizational change
Knowledge of web technologies and prior experience working with web developers
Familiarity with Zendesk customer support software preferred
This position requires demonstrated ability to implement strategic goals in a fast-paced environment
Ability to work independently with minimal direction and guidance
Strong communication skills with a proven ability to work effectively with team members and stakeholders
Excellent troubleshooting and problem-solving skills with ability to evaluate and analyze situations to provide recommendations for solutions
Proficiency in data collection and analysis
Demonstrated team-building and leadership skills
Detail-oriented

Compensation/Benefits
We offer medical and vision premiums 100% covered and dental premiums 50% covered for the employee; 100% covered basic short-term and long-term disability and life insurance for the employee; paid vacation and sick time; flexible spending accounts: transit, healthcare and dependent care; and matching 403b plan. Compensation in the $60,000 – $70,000 range commensurate with experience, plus bonus potential.

How To Apply
To apply, please submit a resume and cover letter to Sarah Suettinger, Director, Administration at ssuettinger@cancersupportcommunity.org that describes how your experience and skills relate to the above‐described responsibilities and qualifications for this position.

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