Deputy Director, Support Transition
Core
Lead the transition to a future-state support model for the ACLU's Development Department, focusing on user support, knowledge management, training, business intelligence, and reporting.
Role type
Senior Director of Operations & Organizational Transformation
Builds
Sustainable operating models for enterprise support systems and business intelligence teams
Domain
Non-profit sector / Fundraising technology / Organizational change management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Enterprise system implementation leadership, organizational change management, cross-functional stakeholder management, capacity planning, team leadership and mentoring, gap analysis, change management, strategic planning, resource planning
Preferred skills
Nonprofit technology experience, fundraising systems modernization, CRM implementation leadership
Technologies
BBCRM, Enterprise CRM systems
Responsibilities
Conduct discovery of cross-functional support teams to assess current-state operations and identify future needs; Develop recommendations for an optimized future-state support model; Guide SKT and BIA teams through organizational transition and system stabilization; Oversee team scopes, roles, and decision-making frameworks to meet SLAs; Lead organizational readiness including training, capability development, and risk mitigation; Manage capacity, performance, and roadmap execution for support and business intelligence teams; Partner with leadership on resource planning and transition timelines.
Seniority
Senior, hands-on IC with leadership responsibilities