Senior Project Manager, Customer Experience

Position Overview

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GoFundMe is the world's most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

The GoFundMe Pro team is searching for our next Senior Project Manager, Customer Experience. This role bridges scalable solutions with high-touch customer engagement, while aligning cross-functional teams. You will engage with Emerging customers through hosting group presentations and 1:1 calls to accelerate nonprofit customers’ donation volume. You will also oversee and drive the execution of the team’s product adoption initiatives, ensuring alignment, efficiency, and impact across multiple products while keeping the customer experience at the forefront. You will strategize and craft new strategic content that fuels product adoption, directly impacting donation volume realization, growth, and retention across the customer lifecycle.

Responsibilities

Drive the evolution of the high-touch Gross Donation Volume Realization (GDVR) strategy for Emerging customers:

• Define and implement innovative high-touch engagement strategies that increase campaign launches and maximize donation impact.
• Connect 1:1 with high-touch customers to accelerate campaign launches.
• Use data and informed judgment to tailor strategies in ambiguous or evolving customer scenarios, often requiring creative problem-solving where minimal precedent exists.
• Analyze and synthesize insights from high-touch initiatives to establish best practices and inform decision-making.
• Lead and facilitate cross-functional workshops to influence strategy, surface opportunities, and drive alignment across teams.
• Innovate and scale live training solutions that enhance customer activation and contribute to a more efficient, scalable engagement model.
• Influence Content Design and Lifecycle Marketing’s scaled strategy based on high-touch insights.
• Partner with the Operations team to develop scalable solutions for tracking and managing GDVR.

Lead the end-to-end project management of Scaled CX product adoption initiatives, ensuring a cohesive, strategic approach across multiple products and teams:

• Develop and implement team processes that optimize workflows, establish clear accountability, and ensure the timely delivery of high-impact adoption content.
• Lead cross-functional collaboration with Scaled Project Management, Content Design, and Lifecycle Marketing to create and execute a comprehensive, scalable adoption strategy.
• Solution creative approaches as the subject matter expert to increase the adoption of core features.
• Influence product strategy by partnering with Product Marketing early in the product lifecycle to shape messaging, optimize launch strategies, and set adoption goals.
• Identify and address common adoption blockers and foster alignment across the CX, Product Marketing, and Product Management organizations.
• Continuously assess and refine Scaled CX adoption strategies, leveraging data-driven insights to optimize engagement and maximize impact.

Drive product adoption and customer growth by developing strategic content aligned with customer lifecycle stages for Emerging and Commercial segments, with an emphasis on scalable, self-serve formats and automated delivery strategies:

• Analyze learning behavior trends to identify the most effective content formats and delivery methods, continuously optimizing the customer education experience.
• Deliver compelling live training experiences, leveraging expert public speaking and facilitation skills.
• Quickly generate high-impact content that simplifies complex product features.

Company Information

GoFundMe is the world's most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.