Digital Deputy Director

Job Title: Deputy Director

Job Status: Full-time (Hybrid)

Functional areas/departments where this position may be located:
• Marketing and Communications
o Digital

Job Summary: Under limited supervision, the Deputy Director serves as a department content expert utilizing specialized knowledge in operations management and oversight of the day-to-day operations of the department. Brings a strategic, high-level perspective to the assigned area using specialized knowledge, providing needed management, skills, support of other department lead staff and to ensure the day-to-day business operations are evolving and on track to accomplish goals and objectives of funded programs. Assists with grant writing, analyzes staffing needs, monitors financial and program performance and maintains overall quality and customer service standards across the department. Applies expertise to manage projects and solve standard and non-standard problems. Extensive contact with internal and external customers is required to meet the department’s program goals and objectives.

Essential Duties and Responsibilities:
• Work closely with Director to implement strategic priorities
• Manage day-to-day business operations to oversee the processes and delivery of services across programs and ensure goals are met and completed in an effective, efficient and timely manner
• Evaluate, assign, monitor, and supervise the work performance of department supervisors and participate in the selection of program staff
• Ensure staff are appropriately onboarded
• Identify the need for and participate in formulating, revising, and implementing policies and procedures of department programs
• Assist with writing of grants including gathering data and researching information where assigned
• Work collaboratively with Department Director regarding fundraising/grant opportunities, application processes and guidelines, review progress of programs, assignments with director and other senior management staff
• Review and approve performance coaching action to be taken related to performance deficiency concerns in conjunction with the Human Resources Department and may include participating in the coaching conversation
• Advise Director of performance problems and seek approval of Director and Human Resources prior to employee corrective actions up to, and including, termination
• Identify and approve training and development needs for department staff and locate appropriate training outlets which may include developing and delivering appropriate training
• Ensure department is compliant with all department and organizational policies and procedures; Interpret, apply and recommend changes to department and organizational policies and procedures as necessary
• Balance conflicting resource and priority demands to ensure staffing levels are sufficient to meet customer service expectations
• Review metrics on a routine basis and identify opportunities for streamlining, increased efficiencies and other areas of improvement
• Review and approve monthly and annual quality assurance reporting
• Work within budgetary/financial objectives set by Director, applying knowledge of profit drivers to work processes within own area
• Build customer relationships, interpret customer needs and address escalated complaints or concerns
• Maintain positive community and public relations image of the department and organization
• Support Director to identify, develop, cultivate and maintain relationships with funding sources, individual donors and community partners
• Maintain currency in processes related to assigned area
• Maintain existing partnerships and ensure good relations, collaboration, and implementation of joint efforts as well as cultivate new partnerships, as needed
• Provide expert guidance to the department and agency related to research
• Ensure each program is utilizing budget appropriately and more effectively
• Speaking and appearing at all related events and outreach opportunities
• Operate standard office equipment and use required software applications
• Perform other duties and responsibilities as assigned

Knowledge, Skills and Abilities:
Knowledge of:
• Advanced concepts, principles and practices of area policies and processes
• Budget management, including creating and maintaining a budget
• Work processes and tools within own area
• Methods used to evaluate and monitor appropriate staffing levels
• Appropriate management techniques including hiring practices, managing, and evaluating employee performance, developing work plans and addressing performance deficiencies
• Quality assurance, customer service, and employee performance metrics
• Developing and maintaining operations within a defined budget
• Fundraising and grant writing for non-profit sector

Skill in:
• Leadership to help shape and drive strategy
• Strong public speaking skills and be able to manage, lead, and energize groups
• Operating standard office equipment and using required software applications for program area and other applications, including Microsoft Office

o If in Digital Engagement
o Oversee end-to-end management of all digital channels, including website content and functionality, social media strategy, and email/CRM systems, ensuring alignment with broader marketing goals
o Experience across digital channels, with proven success in expanding reach, engagement and conversion through thoughtful, data-informed campaigns.
o Experience leading Website and digital transformation initiatives
o Own channel performance tied to reaching desired goals (ie increase digital donors, or members)
o Establish, track, and analyze digital data, SEO and marketing metrics, delivering insights and actionable recommendations to continuously optimize performance
o 8+ years of experience in digital marketing, with demonstrated success managing digital channels and platforms (CMS, CRM, Marketing automation and Social)

Ability to:
• Partner with other functional areas to accomplish objectives
• Facilitate meetings, ensuring that all viewpoints, ideas and problems are addressed
• Maintain a positive attitude and to effectively communicate with staff, customers and funding agencies
• Maintain attention detail, while maintaining a big picture orientation
• Read, interpret, analyze and apply information from routine reports, customer and employee feedback
• Interpret and apply policies and identify and recommend changes as appropriate
• Maintain a positive attitude and to work under pressure on multiple projects concurrently and meet deadlines in a fast-paced work environment with frequent interruptions and changing priorities
• Communicate effectively, both orally and in writing
• Work independently as well as collaboratively within a team environment
• Handle stressful situations and provide a high level of customer service in a calm and professional manner
• Establish and maintain effective working relationships at all levels of the organization
• Address needs in the community as they arise
• Think strategically, identifying and driving the research needs based on the needs of the community

Educational/Previous Experience Requirements:
• Minimum Degree Required:
o Bachelor’s degree
o PH. D or master’s degree preferred
• Required Disciplines depending on the department placed:
o Communications, Marketing, Museum Studies, Public Health, Social Work, Psychology, Business, Economics, Finance, Education, or related field
~and~
• At least 5 years of experience working in an environment similar to the assigned area with at least 2 years of previous supervisory experience or any equivalent combination of experience, education and/or training approved by Human Resources.

Licenses/Certifications:
• Licenses/Certifications Required at Date of Hire: None

Working Conditions:

Hours: Normal business hours, some additional hours may be required

Travel Required: Local and national travel, up to 10%

Working Environment: Climate controlled office