Manager, NGP VAN Support

US Salary Range: $80,769.23 - $105,000

NGP VAN is the winningest technology platform in the history of democratic and progressive causes, working tirelessly to innovate and advance the technology our clients rely on to bolster our democracy. We help power the trailblazers, campaigners, and advocates fighting up and down the ticket for equality, racial justice, reproductive freedom, democracy, climate reform, and more- including the national Democratic committees and progressive organizations, thousands of Democratic campaigns, hundreds of labor unions, advocacy organizations, progressive and non-partisan PACs, and other organizations.

We are seeking a forward-thinking, strategic, and hands-manager to help lead our NGP VAN Support team. This individual will balance operational leadership with subject matter expertise, contributing to both the day-to-day management of cases and the long-term success of the department. The Manager, NGP VAN Support plays a crucial role in client support, team development, and cross-functional collaboration.

Key Responsibilities

Casework:

• Engage directly with client cases, including both new and escalated issues, ensuring timely and accurate resolution.

Team Management:

• Successfully manage Team Leads and Client Support Specialists, providing direction, coaching, and accountability. Set clear goals and hold staff responsible for performance and service excellence. Provide feedback to direct reports weekly and assist them in steps to achieving their long-term goals.

Escalation Handling:

• Act as the point of escalation for Team Leads and Client Support Specialists, owning the resolution of complex client issues and ensuring appropriate follow-through. Track escalated issues across cross-functional commitments and timelines to resolution.

Queue & Capacity Management:

• Take ownership of queue management, documentation, and help implement team processes for case handling and phone service.

Onboarding/Training:

• Collaborate with NGP VAN Support Leadership on training plans for new hires. Work with Training and Education team to identify gaps in documentation and suggest improvements to resolve frequent issues.

Leadership & Advocacy:

• Take initiative to advocate for resources and attention when needed. Exhibit a collaborative and leadership-driven approach to problem-solving and team development.

Qualifications:

• Proven experience (2+ years) in a management role within client services or a related field

• Deep expertise in Political Fundraising and/or Campaign Finance Compliance (or a demonstrated ability to learn and lead within new domains)

• Strong leadership, conflict resolution, and negotiation skills

• Demonstrated ability to manage complex processes and resolve operational issues

• Excellent communication and interpersonal skills

• Ability to think strategically while executing on the details

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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At NGP VAN, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.

Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms. Pay is determined by location, skills, experience, and education, and is one part of NGP VAN's total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

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At NGP VAN, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit a request.