Nationwide Shared Services Program Manager

The ACLU seeks applicants for the full-time position ofNationwide Shared Services Program Manager in the Business Operations and Support Services Department. This is a full-time hybrid role with in-office requirements of two (2) days per week or eight (8) days per month from one of the ACLUs National office locations inNew York NY Washington DC or San Francisco CA. Remote candidates may be considered for this position.

The Business Operations and Support Services department in the office of the Chief Operating Officer works to enable organizational and operational effectiveness by partnering with ACLU staff across the enterprise to provide business solutions training physical space planning facilities operations capital projects records management and archives services. The department continually evaluates operations to maximize resources mitigate risk and achieve the organizations strategic goals.

This position is part of a collective bargaining unit. It is represented by ACLU Staff United (ASU).

Reporting to theSenior Director of Business Operations theNationwide Shared Services Program Manager will supportthe cross-functional alignment of the National Office operations-related programs supporting Affiliates. The Nationwide Shared Services Program Manager works to support the coordination and collaboration of cross-functional National Service teams to enhance program delivery and service experience for Affiliates. This is a new position that will help shape and strengthen shared operational service models across the Nationwide organization by assessing needs improving coordination and supporting both National teams and affiliate offices participating in shared service programs. It will support the development of operational service models that are responsive accessible and reduce administrative burden for Affiliates and National teams.

• Partner with the Senior Director of Business Operations and NationalDepartmentstodefineNationwide Shared Servicesprogram scope and structuretosupportexisting and emergingSharedService programs; this includesoperationalprojects and programsledbyNational departmentswhichsupportAffiliatesin implementing their day-to-day work.
• Identify opportunities for coordinationand process improvementacross NationalDepartmentsand Affiliatesto reduceredundanciesbridgegaps and strengthen serviceprovision.
• Partner closely with Affiliate Support and Nationwide Initiatives (ASNI) and otherAffiliate-facing teams to ensure shared service programs reflectAffiliate operational realities support strong nationwide coordination and are implemented in ways that strengthenthe Affiliate experience and organizational alignment.
• Navigate operational coordination within a federated structure that includes independentAffiliates with varying governance and operationalframeworks.

• Identify areas for operationalenhancement to support program goals develop solutions andassistimplementation.
• Coordinate ongoing work for current and emerging Affiliate Serviceoperationalprograms.
• Develop policiesStandard Operating Procedures (SOPs)and trainingmaterials.
• Track program effectiveness identify operational pain points and support continuous improvement of shared service delivery.
• Manage oversee and support cross-functional operational solutions including assessment and evolution of practices over time such as contracting and project planning coordination to reduce duplication clarify workflows increase transparency and strengthen coordination between National teams.
• Serve as support to National Department program managersforShared Service programissues.
• Serve as a point of contact for Affiliate stakeholders on Shared Service Program matters facilitating touchpoints to gathering feedback supporting Affiliates and National teams in navigating operational questions and service processes and communicate programmatic updates.
• Developimplement and managetechnical solutions which bolsterNationwide Shared Servicesprogram managementand program coordination.
• Support operational solutions that are adaptable toAffiliates of varying size capacity and operational complexity.
• Support change management efforts related to new systems processes and operational improvements helping National teams andAffiliates navigate implementation and adoption.

• Work collaboratively with National departments andAffiliate-facing teams to develop clear coordinated communications that support transparency effective rollout of shared service initiatives stakeholder engagement and consistent understanding of operational processes and expectations across the nationwide organization

• Be committed to advancing the mission of the ACLU
• Center and embed the principles of equity inclusion and belonging in their work by demonstrating commitment to diversity with an approach that respects and values multiple perspectives
• Be committed to work collaboratively and respectfully toward resolving obstacles and conflicts

• Demonstrated experience developing operational and technical solutions to support service delivery.
• Provenexperiencefacilitating collaborationin the complex cross functional environment.
• Track record of building operationalinfrastructurefrom the ground up.
• Experience working within a federated organizational structure.

• Project and Program Management:Ability to plan coordinate and implement cross-functional initiatives managing timelines dependencies resources and risks to ensure consistent high-quality service outcomes.
• Customer Centered Service Design:Strong orientation toward understanding customerneeds and translating them into responsive accessible and effective service solutions.
• Data Literacy and Performance Management:Ability to define success metrics track program and service performance across the Affiliate network interpret data and translate findings into decisions and improvements.
• Process Development and Improvement:Skilled in designing documenting and improving end-to-end operational processes that increase efficiency clarity and consistency.
• Systems Thinking:Ability to view programs and services as interconnected systems anticipating downstream impacts identifying root causes and designing solutions that address structural issues rather than symptoms.
• Cross-Functional Collaboration:Proven ability to work across departments align diverse stakeholders and facilitate shared ownership of outcomes in complex operating environments.
• Change Management and Implementation:Ability to design and implement operational change management initiatives ensuring new processes tools or service models are adopted understood and sustained.
• Communication and Facilitation:Clear communicator who can translate complexity into actionable guidance and facilitate productive conversations across technical and non-technical audiences.
• Equity and Accessibility Lens:Ability to design and implement operational solutions that account for diverse user needs and promote equitable access to services.