Lead, Account Operations

WHO WE ARE

ActBlue is a nonprofit organization dedicated to creating cutting-edge technology that fuels Democratic victories and enables progressive causes to thrive.

Our vision is simple: building change through the power of people. Since our founding, we’ve been building innovative solutions to revolutionize grassroots fundraising – if you’ve donated to a Democratic campaign or a progressive organization online, you’ve probably used our platform! We believe in putting power in the hands of small-dollar donors by helping thousands of groups — from local candidates to national movements — mobilize their communities and create a lasting impact. Every member of our team is deeply committed to advancing our shared mission and core values. Together, we are shaping the future of democracy.

THE OPPORTUNITY

The Account Operations Lead is responsible for managing a team of support specialists and associates, and for leading project work to improve Account Operations systems and processes. This role combines people management with hands-on work recovering funds from negative balances, building operational efficiencies, and serving as an escalation point for complex issues. You will work closely with cross-functional teams across the organization to ensure projects are delivered on time and team goals are consistently met.

WHAT YOU WILL DO

• Manage and develop a cohort of staff within the Account Operations team, ensuring team goals are met across assigned work streams

• Lead team members through complex judgment calls and time-sensitive issues with internal and external stakeholders

• Provide direct reports with specific, actionable, and differentiated feedback through regular 1-on-1 meetings

• Develop your team through professional development recommendations and stretch projects

• Assist with hiring, training, and onboarding current and new staff when needed

• Delegate effectively and provide clear expectations for success, staying engaged in the process

• Lead the planning, execution, and monitoring of long-term projects, ensuring adherence to project timelines, objectives, and budget constraints

• Collaborate with cross-functional stakeholders to define project scope, goals, and deliverables

• Develop comprehensive project plans, including schedules, resource allocation, and risk management strategies

• Monitor project progress, identify potential risks or issues, and implement corrective actions as needed

• Prepare and deliver regular project status reports to stakeholders, providing updates on key milestones and risks

• Conduct post-project reviews and lessons learned sessions to identify areas for improvement and best practices

• Lead efforts to recover funds from campaigns and organizations that incur negative balances due to contribution refunds

• Serve as a trusted resource and escalation point for complex Account Operations issues across the organization

• Contribute to shared Account Operations team workflows, including monitoring and fielding support requests

• Act as a resource within ActBlue to resolve Account Operations requests from across departments

• Closely collaborate with other Account Operations sub-teams to ensure consistent workflows and shared understanding

• Other projects and tasks as assigned

WHAT YOU BRING

• 4+ years of experience working in a support environment and demonstrated ability to work independently with minimal manager support, OR 3+ years of experience in and demonstrated proficiency with Account Operations work
• 1-2 years of people management experience or…