Product and Customer Experience (CX) Senior Coordinator- MicroMentor

Location: Portland, OR or US Remote (Available during PST work hours)
Valid unrestricted work authorization in the country in which you will be based (United States) is required at the time of application for this position.
Position Status: Full Time, Regular, Exempt
Salary Level:The salary range for this position is $46,000 - $49,000 commensurate on experience.
About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.
The Program

MicroMentor is an initiative of Mercy Corps' Innovations Team. At MicroMentor, our mission is to leverage the power of mentoring to help small businesses thrive. We do so by offering entrepreneurs direct access to a pool of committed professional volunteer mentors via an easy-to-use online community. MicroMentor has an expanding community making 10,000 mentoring connections every year. Entrepreneurs matched with a mentor have shown significant results in terms of improved job creation, business survival, and revenue growth.
Our team is diverse, driven, hardworking and highly committed to the mission of helping small businesses thrive through mentoring and about Mercy Corps' mission to support our worldwide team that's improving the lives of 19 million people in 40+ countries.
The Position

The Product and Customer Experience (CX) Senior Coordinator contributes to the success of our online service in meeting the needs of MicroMentor's participants and internal stakeholders in many ways. They oversee MicroMentor's external Customer Experience team, and handle escalated issues, working with cross-functional teams to deliver solutions. Additionally, they manage the technical execution of mass email communications with our members through our email service provider. They are also a member of the MicroMentor Product Team, and work closely with the Product Manager to provide assistance in product development for our core and b2b products.
Essential Job Responsibilities

CUSTOMER EXPERIENCE

• Leads MicroMentor's external Customer Experience Team by managing and maintaining workflows and processes, resolving escalated customer issues, creating and maintaining support documentation and tracking trends in user needs.
• Ensures MicroMentor's values and level of commitment to superlative Customer Experience are maintained and proposes and implements improvements to customer service processes to enhance level of experience both internally and externally.
• Troubleshoots technical and other user issues and feedback raised by members, responds directly as necessary, reports issues to our Product and Program teams and develops processes to increase efficiency as necessary.

EMAIL COMMUNICATIONS

• Manages execution of email marketing campaigns through our email service provider (Mailchimp), including segmentation and maintenance of audiences, choosing correct segments for campaigns, creating campaigns, making design decisions concerning template and layout of emails, scheduling campaigns, general quality assurance of our mailing lists and email content, and managing our subscriber lists economically.
• Acts as liaison between P&I and Product teams to continually maintain, support, develop, and improve our processes and ability to communicate with audiences and align with MicroMentor's programs and communities.
  

PRODUCT

• Works closely with our Product Team to assist in gathering product feature requirements, creating user stories, creating documentation, and related tasks as necessary for our core and B2B products.
• Supports Product manager in providing project support and ensuring that the requirements delivered to customers meet with the contractual and other agreed upon performance, design, reliability, and maintainability expectations of core and B2B projects. Engages in advanced planning as necessary.
• Shows initiative working independently to assess the needs of stakeholders and potential solutions.

Supervisory Responsibility
None

Accountability
Reports Directly To: Darin Sennett, Product Manager.
Works Directly With: MicroMentor Product Team, Micromentor Customer Experience Team, MicroMentor Growth Team, MicroMentor Impact & Insights Team, Micromentor Programs & Innovations Team, and MicroMentor end users.
Minimum Qualifications & Transferable Skills

• 2+ years' experience in online customer support.
• Proven track record of working in a customer facing role.
• Proven track record of troubleshooting online experience issues.
• Familiarity with email marketing and conversion optimization.
• Experience with Mailchimp a plus.
• Familiarity with product development, including requirements gathering and user story creation.
• Technical aptitude and ability to learn new software systems.
• Excellent communication, interpersonal, and leadership skills.
• Proven ability to effectively build interpersonal relationships and achieve alignment across a wide range of functions and constituents.
• Intercultural communication skills and awareness a must.
• Flexible approach and an ability to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a "can do" attitude.

Success Factors
This successful Product and CX Senior Coordinator will exhibit a positive attitude, strong work ethic, high integrity and a passion for the mission of Mercy Corps and MicroMentor. This individual should be able to demonstrate leadership in all facets of their role, including leading customer support initiatives, striving for quality in our email communication, and helping to guide internal and client stakeholders through the product development process. This individual will be passionate about delivering value to the MicroMentor users and clients, while balancing those needs with the organization's priorities, resources and objectives. Attention to and comprehension of details is vital for success. The successful Product and CX Senior Coordinator will be able to visualize and engage the "big picture", and will be able to identify, develop, implement, and maintain procedures and systems. They will have a bias toward execution, the ability to establish and meet deadlines and work both independently and cooperatively with teams. The successful Product and CX Senior Coordinator should have the proven ability to synthesize information, draw meaningful conclusions, and respond appropriately.
Living Conditions / Environmental Conditions

The position is 100% remote. If the candidate is based in Portland, they can work onsite at the Mercy Corps Portland HQ Office (not mandatory). Travel to Portland HQ for annual planning may be required.Ongoing LearningIn support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and developmentDiversity, Equity & InclusionAchieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world's most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.
We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.
Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.
We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.Safeguarding & EthicsMercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to theInteragency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.
As a safeguarding measure, Mercy Corps screens all potential US-Based employees. This is done following the conclusion of recruitment and prior to assuming full employment.
Our screening process is designed to be transparent and completed in partnership with new Team Members. You will have the opportunity to disclose any prior convictions at the conclusion of the recruitment process before the check is initiated. We ask that you do not disclose any prior convictions in your application materials or during the recruitment process.Covid-19 Vaccine Policy for US-Based EmployeesMercy Corps has determined that, in an effort to protect the health, safety, and well-being of all Mercy Corps employees working in the United States, all U.S.-based employees must be fully vaccinated for COVID-19, regardless of prior COVID-19 infection status. This policy is necessary to ensure not only the safety of our workforce, but the ongoing functionality of the organization.
This policy will be revised as needed to comply with federal, state, and local requirements, and to respond to changing guidance from public health authorities.
For new employees this requirement goes into effect within 10 business days of employment. Team members that travel are expected to comply with host-country requirements, including vaccinations. Failure to comply may impact your employment. Proof of vaccination or exemption must be provided.Employment Type: Full-Time