ORGANIZATIONAL OVERVIEW

United Way of Greater Atlanta (UWGA) is in the midst of transformational change and is embarking on new and different ways to raise and earn revenue so that it can accelerate and scale its mission to drive sustainable and equitable improvements in the well-being of children, families, and individuals in greater Atlanta. The mission remains the same: To bring together people and resources to drive sustainable and equitable improvements in the well-being of half a million lives across Greater Atlanta. The value proposition is to Unite Greater Atlanta to create, amplify and accelerate solutions that promote child well-being by addressing our communities’ most complex social challenges.

These solutions and the backbone behind them are all in service of the organization’s bold growth ambition: Triple unrestricted revenue by 2029 to be the best-in-class investor in child well-being in Greater Atlanta, ultimately eliminating the barriers of one’s zip code as a hindrance to future success. This transformation will unleash the next generation of UWGA, putting UWGA on a growth pathway that will significantly amplify its impact by increasing its investment in solutions that can make a lasting difference for Child Well-Being in Greater Atlanta.

DEPARTMENT OVERVIEW

The IT division plays a pivotal role in driving the organization's transformational change. We work closely with other departments to align our technological initiatives with business objectives, fostering a culture of innovation and continuous improvement. Our priorities are centered around enhancing digital capabilities, improving data management, enabling seamless integration across various departments, and ensuring robust security measures. By leveraging advanced technologies and innovative solutions, we aim to support UWGA's mission to drive sustainable and equitable improvements in the well-being of children, families, and individuals in Greater Atlanta.

JOB SUMMARY

The Digital Solutions team, part of the IT department, oversees the entire donor experience lifecycle, from the initial interaction with United Way throughout the donation process. The overall goal of the Digital Solutions team is to support United Way partners and donors with a best-in-class digital product and experience while engaging with United Way of Greater Atlanta. The Digital Solutions Specialist role is pivotal in supporting all digital requests and driving the adoption of new platforms to enhance our fundraising efforts and brand awareness.

QUALIFICATIONS

• Education level required: Undergraduate degree and/or career related experience.
• Years of service required: 2-3 years of data management experience.
• Experience needed: Proficient skill in Microsoft Office suite; Word, Excel, Outlook, Forms, Power Automate, and TEAMS.
• Communication skills: Strong verbal and written communication skills including grammar, spelling, and punctuation. Effective interpersonal skills with the ability to relate to a diverse range of team members. Proficiency in conveying information to non-technical end users.
• Programs and Tech needs: Knowledge of HTML; Ability to integrate digital platforms to streamline processes and improve efficiency; Skills in troubleshooting and providing technical support for all digital platforms; Proficiency in managing customer relationships using various CRM tools.
• Metrics required: ?
• Skills needed to be successful: Ability to exercise discretion, initiative, and appropriate judgment in making sound decisions and in developing solutions to problems; Strong organizational skills, strong analytical skills; ability to develop process improvements and correlating documentation; detail orientation, information and time management, and follow-through skills.
• Overall Competencies: Behaviors that align with the organization’s culture and value.

RESPONSIBILITIES

Responsible for … Guiding customers through the entire lifecycle of digital solutions from design to deployment to include:

• • Conducting campaign kick-off meetings; campaign check-ins; campaign debriefs
  • Successfully translating customer business requirements into digital solutions
  • Facilitating customer office hours to address training needs and questions
• Leading the development and implementation of giving solutions across various platforms.
• Responsible for rigorous internal testing of digital solutions to ensure a best-in-class product distribution.
• Acting as the primary point of contact in a team setting, providing support to internal and external customers by offering:
  • Technical assistance with digital products including troubleshooting, configuring digital products, and optimizing features.
  • Guiding customers through technical setups for seamless integration of digital platform offerings.
  • Walking customers through the process of generating reports.
• Efficiently manage multiple campaign tasks simultaneously, ensuring meticulous attention to details such as campaign type, market specifics, settings, language requirements, and deadlines.
• Own the communications aspect of digital campaigns to include:
  • Publishing all communications for digital pledging campaigns.
  • Overseeing the email communication process including the message creation and scheduling.
  • Generate customized documentation for clients.
• Embrace and implement new technological features to enhance the client experience.
• Develop and facilitate training/training materials for both internal and external stakeholders.
• Produce comprehensive campaign reporting packages containing various data points and analytics. The insights extracted from each campaign will be used to refine future campaign processes and support UWGA in securing new business opportunities.
• Serves as the face of UWGA providing support to clients and internal customers through mediums such as emails, training sessions, training materials, conference calls, and office hours.
• Manipulate data files from diverse systems and research to resolve errors or inconsistencies.
• Collaborate with team members to accurately gather donation data promptly.
• Document and maintain standard operating processes.
• Perform other related duties as assigned.

Works with …Internal teams through collaboration to understand their digital needs and to provide effective solutions; serves as point of contact for external stakeholders, ensuring their digital requests and concerns are addressed promptly and professionally.

Supervises …The successful planning, execution, and delivery of digital projects, ensuring that they meet deadlines and organizational quality standards while complying with industry best practices.

Culture fit looks like…. The successful candidate will embody a positive attitude towards work that is fueled by adaptability, collaboration, innovation, and personal/professional improvement through a commitment to excellence and continuous learning.

IDEAL CANDIDATE

The ideal candidate will be a customer-centric enthusiast who thrives in a high-paced work environment with a focus on providing the highest level of customer service to both internal and external customers. Candidates should have a strong interest and/or background in digital technologies, excellent problem-solving and customer service skills, and a passion for innovation. Tasks that are included in this role include the creation and customization of digital giving solutions for internal and external clients. This role will work closely with Customer Engagement Leaders externally and key stakeholders internally to ensure the prompt execution of fundraising initiative websites.