Operations Program Manager

Overview

Operations Program Manager to help with operational execution, administrative support, customer support communications, and coordination for high-profile cybersecurity programs. Leading into the US 2024 Elections cycle, this role will also support the coordination and logistics of certain cross-company elections security and support efforts.

Our Initiative works to preserve, protect, and advance the fundamentals of democracy by promoting a healthy information ecosystem, safeguarding open and secure democratic processes and elections, and advocating for corporate civic responsibility. The DFI team sits within Technology for Fundamental Rights division, and this work will support a nonpartisan team that supports small, high-risk organizations that underpin a free and open democracy, such as political campaigns, election authorities, think tanks, journalists, human rights organizations, and more.

Responsibilities:
You will work closely with owners of key programs across the team on both customer-facing cyber security initiatives and internal coordination and planning, with a focus on: 

Program Management, Operations, & Customer Communications (~50%)
Primary responsibility will be for operational project support of a cybersecurity program. This role will be responsible for day-to-day operations, administration of customer enrollments and vetting, communications and questions, reporting, issue triage, and escalations.
Utilizing a CRM system (Dynamics 365) to track customer interactions, add/edit customer records and leads, and generate reports.
Act as the front-line email customer support contact for customers with cybersecurity questions and program questions, interacting directly with VIP leadership and IT staff at small, high-risk organizations.
Participate in the development of ongoing programmatic strategy to align with insights gathered from our customers
Act as an internal Project Manager to the development team, coordinating with the developers, prioritizing tasks, assigning work, testing new features, and validating completion.
Conducting outreach to potential and existing customers to help onboard new customers into the program, including both its technical and relational aspects.

Logistics Support and Administration Support (~30%)
Support with the coordination of cross-company elections related efforts, including operational support for internal events and workshops, participant and customer engagement tracking, logistical and comms support, and reporting + visualizations.
Design and maintain tracking mechanisms to identify areas of need across the elections environment during the 2024 US Elections
Measure, track, and record the scope and impact of the team’s work to help the team make data driven decisions on program improvements.   
Help the DFI team stay organized and coordinated by assisting with calendaring, scheduling, note taking, processing purchase order requests, and maintaining internal SharePoint.
Supporting internal & external events and conferences with event planning and logistics support.
Helping to develop and document procedures to operationally scale and expand existing programs.

Collateral Development & Tracking (~20%)
Creating and designing well-written and visually appealing collateral (eg: one-pagers, slides) and marketing materials for the purpose of summarizing programs/offerings, primarily for external audiences and potential customers.
Engaging with program stakeholders and business partners to produce status reports or materials for executives on the progress towards key goals.
Developing and delivering written products and presentation materials that are used to communicate team positions, strategy, and/or status.
Responding to internal and external stakeholder needs in a timely manner.

Skills 
4-8 years of relevant experience working in operations roles with passion for developing effective processes.
Experience in the field of cybersecurity, political campaigns, and/or elections administration is strongly preferred.
Strong external communications skills, professional email writing style, and the ability to effectively work directly with customers, VIPs, and executives.
A formal technical background in cybersecurity or IT is not required. However, candidates should be familiar with basic cybersecurity and IT terminology and concepts to effectively support our cybersecurity programs.
Strong organizational skills, attention to detail, and a detail-oriented focus on logistics, tracking, and scheduling.
Previous experience working directly with customers in a service or success position is a plus.
The ideal candidate will be highly self-motivated be able to complete tasks on-time without continuous oversight, and able to seek out new tasks once assigned work is completed.
Candidates should be used to working in de-centralized virtual teams, with a proven ability to collaborate with both internal teams and external stakeholders.
Candidates should be comfortable with and respectful of the confidential nature that often accompanies cybersecurity issues