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About the Role

The ACLU seeks applicants for the full-time position of Nationwide Shared Services Program Manager in the Business Operations and Support Services Department. This role supports the cross-functional alignment of National Office operations-related programs supporting Affiliates, enhancing program delivery and service experience. This new position will shape and strengthen shared operational service models by assessing needs, improving coordination, and supporting both National teams and affiliate offices.

Responsibilities

Partner with the Senior Director of Business Operations and National Departments to define Nationwide Shared Services program scope and structure.
Identify opportunities for coordination and process improvement across National Departments and Affiliates.
Partner closely with Affiliate Support and Nationwide Initiatives (ASNI) and other Affiliate-facing teams to ensure shared service programs reflect Affiliate operational realities.
Navigate operational coordination within a federated structure.
Identify areas for operational enhancement to support program goals, develop solutions, and assist 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 of shared service delivery.
Manage, oversee, and support cross-functional operational solutions.
Serve as support to National Department program managers for Shared Service program issues.
Serve as a point of contact for Affiliate stakeholders on Shared Service Program matters.
Develop, implement, and manage technical solutions which bolster Nationwide Shared Services program management and program coordination.
Support operational solutions that are adaptable to Affiliates of varying size, capacity, and operational complexity.
Support change management efforts related to new systems, processes, and operational improvements.
Work collaboratively with National departments and Affiliate-facing teams to develop clear, coordinated communications.

Requirements

Demonstrated experience developing operational and technical solutions to support service delivery.
Proven experience facilitating collaboration in the complex cross functional environment.
Track record of building operational infrastructure from the ground up.
Experience working within a federated organizational structure.
Ability to plan, coordinate, and implement cross-functional initiatives, managing timelines, dependencies, resources, and risks.
Strong orientation toward understanding customer needs and translating them into responsive, accessible, and effective service solutions.
Ability to define success metrics, track program and service performance across the Affiliate network, interpret data, and translate findings into decisions and improvements.
Skilled in designing, documenting, and improving end-to-end operational processes.
Ability to view programs and services as interconnected systems, anticipating downstream impacts, identifying root causes, and designing solutions that address structural issues.
Proven ability to work across departments, align diverse stakeholders, and facilitate shared ownership of outcomes.
Ability to design and implement operational change management initiatives.
Clear communicator who can translate complexity into actionable guidance and facilitate productive conversations.
Ability to design and implement operational solutions that account for diverse user needs and promote equitable access to services.
Committed to advancing the mission of the ACLU.
Center and embed the principles of equity, inclusion and belonging in their work.
Committed to work collaboratively and respectfully toward resolving obstacles and conflicts.

Skills

Project and Program Management
Customer Centered Service Design
Data Literacy and Performance Management
Process Development and Improvement
Systems Thinking
Cross-Functional Collaboration
Change Management and Implementation
Communication and Facilitation
Equity and Accessibility Lens

Location

New York, NY
Washington, DC
San Francisco, CA
Remote

Work Type

Full-time
Hybrid

Salary/Compensations

$128,294 (Level G)

Benefits

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

About the Company

For over 100 years, the ACLU has worked to defend and preserve the individual rights and liberties guaranteed by the Constitution and laws of the United States.
The ACLU takes up the toughest civil liberties cases and issues to defend all people.
We know that great people make a great organization.
We value our people and know that what we offer is essential not just their work, but to their overall well-being.

Equal Opportunity

Accessibility, equity, diversity and inclusion are core values of the ACLU and central to our work to advance liberty, equality, and justice for all.
We are a community committed to learning and growth, humility and grace, transparency and accountability.
We believe in a collective responsibility to create a culture of belonging for all people within our organization – one that respects and embraces difference; treats everyone equitably; and empowers our colleagues to do the best work possible.
We are as committed to anti-oppression, anti-ableism, and anti-racism internally as we are externally.
With this commitment in mind, we strongly encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law.
The ACLU is committed to providing reasonable accommodation to individuals with disabilities.