Nationwide Shared Services Program Manager

About the ACLU

The ACLU is dedicated to defending and preserving the individual rights and liberties guaranteed by the Constitution and laws of the United States. We tackle tough civil liberties cases and issues to defend everyone, from ending mass incarceration to achieving full equality for the LGBTQ+ community.

About the Role

The ACLU seeks a full-time, hybrid Nationwide Shared Services Program Manager to join the Business Operations and Support Services Department. This role requires in-office presence of two (2) days per week, or eight (8) days per month, from our National office locations in New York, NY, Washington, DC, or San Francisco, CA. Remote candidates may be considered. The Business Operations and Support Services department enables organizational and operational effectiveness by partnering with ACLU staff nationwide to provide business solutions, training, facilities management, and more. We continually evaluate operations to maximize resources, mitigate risk, and achieve strategic goals.

This position is part of a collective bargaining unit represented by ACLU Staff United (ASU).

What You'll Do

Reporting to the Senior Director of Business Operations, the Nationwide Shared Services Program Manager will support the cross-functional alignment of National Office operations-related programs that serve Affiliates. This new position will help shape and strengthen shared operational service models across the nationwide organization by assessing needs, improving coordination, and supporting both National teams and affiliate offices. The goal is to develop responsive, accessible operational service models that reduce administrative burden.

Your Day-to-Day

Program Structure

• Partner with the Senior Director of Business Operations and National Departments to define the scope and structure of Nationwide Shared Services programs, including operational projects supporting Affiliates.
• Identify opportunities for coordination and process improvement across National Departments and Affiliates to reduce redundancies and strengthen service provision.
• Collaborate closely with Affiliate Support and Nationwide Initiatives (ASNI) and other Affiliate-facing teams to ensure shared service programs align with Affiliate operational realities and strengthen the Affiliate experience.
• Navigate operational coordination within a federated structure with independent Affiliates possessing varying governance and operational frameworks.

Operations and Service Delivery

• Identify areas for operational enhancement, develop solutions, and assist in implementation.
• Coordinate ongoing work for current and emerging Affiliate Service operational programs.
• Develop policies, Standard Operating Procedures (SOPs), and training materials.
• Track program effectiveness, identify operational pain points, and support continuous improvement.
• Manage, oversee, and support cross-functional operational solutions, including assessment and evolution of practices like contracting and project planning coordination.
• Serve as support to National Department program managers for Shared Service program issues.
• Act as a point of contact for Affiliate stakeholders on Shared Service Program matters, gathering feedback, supporting navigation of operational questions, and communicating programmatic updates.
• Develop, implement, and manage technical solutions to bolster Nationwide Shared Services program management and coordination.
• Support operational solutions adaptable to Affiliates of varying size, capacity, and complexity.
• Support change management efforts for new systems, processes, and operational improvements.

Communications

• Collaborate with National departments and Affiliate-facing teams to develop clear, coordinated communications supporting transparency, effective rollout of shared service initiatives, stakeholder engagement, and consistent understanding of operational processes.

Future ACLU'ers Will

• Be committed to advancing the ACLU's mission.
• Center and embed principles of equity, inclusion, and belonging in their work.
• Work collaboratively and respectfully toward resolving obstacles and conflicts.

What You'll Bring

• Demonstrated experience developing operational and technical solutions to support service delivery.
• Proven experience facilitating collaboration in complex, cross-functional environments.
• Track record of building operational infrastructure from the ground up.
• Experience working within a federated organizational structure.

Core Competencies

• Project and Program Management: Plan, coordinate, and implement cross-functional initiatives.
• Customer-Centered Service Design: Understand customer needs and translate them into effective service solutions.
• Data Literacy and Performance Management: Define success metrics, track performance, interpret data, and drive improvements.
• Process Development and Improvement: Design, document, and improve operational processes.
• Systems Thinking: Understand interconnected systems and design solutions addressing structural issues.
• Cross-Functional Collaboration: Work across departments and align diverse stakeholders.
• Change Management and Implementation: Design and implement change management initiatives.
• Communication and Facilitation: Translate complexity into actionable guidance and facilitate productive conversations.
• Equity and Accessibility Lens: Design operational solutions promoting equitable access.

Compensation

The annual salary for this position is $128,294 (Level G), reflecting the salary of a position based in New York, NY. Salaries are subject to regional pay adjustments. For details on our pay structure, please visit: https://www.aclu.org/careers/ACLU_Geographic_Pay_Structure-July_2024.pdf

Why the ACLU

For over 100 years, the ACLU has been at the forefront of defending civil liberties. We offer a broad range of benefits, including:

• Generous paid time-off policy.
• Comprehensive healthcare benefits (medical, dental, vision, parental leave, gender affirming care & fertility treatment).
• 401k plan with employer match.
• Annual professional development funds, internal programs, and workshops.

Our Commitment to Accessibility, Equity, Diversity & Inclusion

The ACLU is committed to creating a culture of belonging that respects and embraces difference, treats everyone equitably, and empowers colleagues. We strongly encourage applications from all qualified individuals. The ACLU provides reasonable accommodations to individuals with disabilities. If you need assistance applying online, please email benefits.hrdept@aclu.org.

Note: The Department of Education has determined that employment in this position at the ACLU does not qualify for the Public Service Loan Forgiveness Program.