Senior User Education Manager

Who We Are

Murmuration is a nonprofit organization that amplifies the power of civic engagement by providing data, digital tools, and research-driven insights to community-focused organizations so that together we can create an America where everyone can lead healthy, free, and dignified lives.

Every day, people are trying to shape our future for the better. Fighting for water that’s safe to drink. Schools that serve students equitably. Gun laws that make sense. And rallying people who care like we do. And yet too often the skillful organizers working to mobilize communities lack access to technology that could supercharge their efforts. Knocking on every door instead of knowing which will open most easily. And going up against outside interests that have half the heart, but twice the tools.

In communities across America, Murmuration’s partners are leveraging our data, tools, and insights to help thousands of organizers orchestrate millions of individual people to do big things together. Demand big things together. To create the world they want. Together.

About the Position

As the Sr. User Education Manager leading user education and in-platform user communications for Murmuration's SaaS platform, you'll work with a talented team to develop the tools that help our partners drive impact in their communities. 

You'll create and optimize learning experiences across multiple channels while measuring their impact on user success. You'll collaborate with teams across the organization to ensure clear, consistent communication about our product both internally and externally. Ultimately, you'll have helped build the most effective and intuitive platform for advocacy and political organizing by ensuring our partners have the knowledge and resources they need to drive impact in their communities.

You'll join our team of Product Managers and Product Designers developing a family of products across web and mobile – all focused on helping our partners increase civic engagement and create a more equitable future with greater opportunity for everyone.

Note: At Murmuration, we are committed to becoming an even more diverse, equitable, and inclusive workplace. To this end, all staff members are expected to actively participate in DEIB (diversity, equity, inclusion, belonging) programming.

Job level: IC4

What You’ll Do

• Develop and execute a comprehensive user education strategy across multiple channels (e.g., help center, in-app guides, chatbot, and more);
• Create and maintain documentation and self-service learning resources while continuously measuring and improving their effectiveness;
• Advocate for user needs and translate insights into actionable recommendations that improve platform usability;
• Partner with teams across the organization to identify knowledge gaps and opportunities, translate these insights into action, and develop effective communications to internal and external parties;
• Coordinate inbound and outbound communications through the platform, balancing user experience with internal needs; and
• Support the Technology Division's documentation processes and standards, as well as help maintain internal knowledge management.

Requirements

• Bachelor’s degree with an emphasis on clear written communication (Note: Work experience can be substituted for degree requirements);
• 5+ years of experience with technical writing, content strategy, and/or user education for software products;
• Exceptional technical writing skills with a proven ability to simplify complex concepts;
• Demonstrated success working directly with Support and/or Account Management teams to identify and close gaps in user knowledge and context, leveraging a range of strategies and tools;
• Experience working directly with Product, Engineering, and/or Support teams to clearly document features and functionality;
• Demonstrated success in using data to inform and improve content strategies;
• Experience with documentation, ticketing, and knowledge management tools (e.g., Zendesk, Confluence);
• Strong project management and prioritization skills in a fast-paced environment;
• Excellent interpersonal skills with ability to collaborate effectively across multiple teams; and
• Passion for civic engagement and commitment to equity.

Nice to Haves

• Knowledge of user experience (UX) design and user research principles;
• Experience with content analytics and measuring documentation effectiveness;
• Background in instructional design or adult learning principles;
• Background in customer success, support, or training; and/or
• Experience with interactive learning platforms and agile development tools (e.g., Pendo, Jira).

Talented Sr. User Education Managers come from all walks of life and career. If you are passionate about civic engagement and technology, please apply, even if you do not check every box!

Benefits

Location and Compensation

The Sr. User Education Manager is a full-time, salaried position with a comprehensive benefits package (more detail below). It is based anywhere in the U.S. The starting salary range for this position is $90,000 - $120,000 and is commensurate with experience.

Our Culture of Care

We work hard to create a culture of care to ensure that our staff are best equipped to lead happy, healthy, and balanced lives. To that end, we offer a comprehensive benefits package which includes:

• Health, vision, and dental insurance with 100% of premiums covered for you and qualifying family members;
• Retirement benefits with a 5% employer match;
• A flexible unlimited PTO plan;
• Generous paid parental leave;
• Pre-tax commuter benefits;
• A company laptop;
• A flexible remote work environment;
• A home office setup stipend for all new employees;
• Monthly reimbursement for remote work expenses;
• A yearly professional development fund;
• Mental health and wellness benefits through Calm and Better Help; 
• Yearly in-person staff retreats; and
• A welcoming culture that celebrates diversity, equity, inclusion, and belonging.

An Equal-Opportunity Employer with a Commitment to Diversity

Murmuration is proud to be an equal opportunity employer, and as an organization committed to diversity and the perspective of all voices, we consider applicants equally of race, gender, color, sexual orientation, religion, marital status, disability, political affiliation and national origin. We reasonably accommodate staff members and/or applicants with disabilities, provided they are otherwise able to perform the essential functions of the job.

Note: Murmuration is two organizations working together to pursue our mission of amplifying the power of civic engagement: Murmuration Research Institute, a 501(c)(3) that conducts research to identify, design, and create the data, tools, and insights that build healthier and more equitable communities; and Murmuration, Inc., a 501(c)(4) that supports organizations working across the country on the nation’s most challenging issues with access to data, tools, and research that build healthier and more equitable communities.