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via Greenhouse · 11 September 2026 ·8 days ago

Deputy Director, Support Transition

aclu

New York

This listing is from Greenhouse

View original listing ↗

<h2>ABOUT THE JOB</h2>
The ACLU seeks applicants for the full-time position of Deputy Director, Support Transition in the Development Department of the ACLU’s National office in New York, NY. This is a hybrid role that has in-office requirements of two (2) days per week or eight (8) days per month. 
The ACLU’s passionate community of donors and activists is stronger than ever. The mission of the ACLU’s Development Department is to unlock the full potential of donors and the ACLU as partners in the creation of a more perfect union.  We pursue our mission by building long-term donor relationships and organizational partnerships, by demonstrating impact in response to threats, by engaging donors how they wish to engage, by taking interest in our donors and facilitating personal action, by being accountable stewards of their funds, and by asking donors to consider giving the ACLU their full support.  
<h2>WHAT YOU'LL DO </h2>
Reporting to the Director of Development Data & Systems, the Deputy Director, Support Transition will play a pivotal leadership role in one of the Development Department’s most significant technology and operational transformation initiatives. This leader will help design and lead the transition to a future-state support model that enables long-term operational excellence across user support, knowledge management, training, business intelligence, reporting and business analysis.
Working closely with Development leadership and cross-functional partners, the Deputy Director will assess current operations, develop recommendations for the future-state support model, and guide the Support, Knowledge and Training (SKT) and Business Intelligence (BIA) teams through organizational transition and system stabilization. This role offers a unique opportunity to shape how the organization supports and leverages one of its most critical enterprise systems in support of the ACLU’s mission.
This role is ideally suited for a strategic, collaborative, and forward-thinking leader who thrives in transformation environments, enjoys building sustainable operating models, and is energized by developing teams, improving organizational effectiveness, and leaving lasting impact.
<h2>YOUR DAY TO DAY</h2>
RESPONSIBILITIES 
<ul>
<li>Conduct a comprehensive discovery of cross-functional support teams to assess current-state operations, identify strengths, pain points, and future needs. Interview teams, partners, and stakeholders to understand their perspectives, review service level agreements and prior BBCRM design sessions, and develop recommendations for an optimized future-state support model.</li>
<li>Work with Development leadership and cross-functional stakeholders to update the service level agreement as needed. Perform a gap analysis on current operations, and build improvement projects into the transition plan or post-migration roadmap. </li>
<li>Support team leadership in developing clearly defined team scopes, roles and necessary skillsets, responsibilities, and cross-functional decision-making frameworks that will result in meeting or exceeding SLAs with the new system as efficiently as possible. </li>
<li>Partner with Director on developing a plan for transitioning team to new structure, ensuring timely steps are planned in alignment with budget timelines and procurement processes so that resources are in place when needed in alignment with the Launch Plan, the Change Management Plan, and any related continencies. </li>
<li>Participate in ongoing design sessions for new system, advising where needed on optimal configuration based on discovery. </li>
<li>Lead organizational readiness for transition by preparing the SKT and BIA teams through training, capability development, resource planning, success metrics, risk mitigation, and change management activities. Guide the teams and partner groups through migration and stabilization while monitoring progress, resolving issues, coaching leaders, and ensuring operational continuity.</li>
<li>Prepare the SKT and BIA teams for transition including ensuring adequate training and skill development has been completed, ensuring resources are procured and prepared, and setting success metrics, identifying risks, and developing contingency plans. Lead the teams and support partner teams through the migration, monitoring progress, escalating issues, coaching and managing performance. </li>
<li>Oversee the SKT and BIA teams, fostering collaboration within teams and partnership with other DDSRO teams. Develop both current-state and migration goals, manage capacity and performance, mentor leadership, and ensure efficiency. </li>
<li>Assist in the development and management of the DDSRO roadmap, resourcing, and capacity planning for the SKT and BIA teams, ensuring teams manage their projects according to the DDSRO roadmap standard. </li>
<li>Support strategic planning for support, reporting and BIA current state and future stage projects. Partner with Director in resource planning, capacity management, and roadmapping initiatives. </li>
<li>Demonstrate a commitment to diversity within the office; use a personal approach that values all individuals and respects differences in regards to race, ethnicity, age, gender identity and expression, sexual orientation, religion, ability and socio-economic circumstance </li>
<li>Commit to work collaboratively and respectfully toward resolving obstacles and/or conflicts </li>
<li>Other duties and special projects as assigned</li>
</ul>
<h2>FUTURE ACLU'ERS WILL </h2>
<ul>
<li>Be committed to advancing the mission of the ACLU</li>
<li>Center and embed the principles of equity, inclusion and belonging in their work by demonstrating commitment to diversity with an approach that respects and values multiple perspectives</li>
<li>Be committed to work collaboratively and respectfully toward resolving obstacles and conflicts</li>
</ul>
<h2>WHAT YOU'LL BRING</h2>
<ul>
<li>Experience managing a BBCRM support team in a federated non-profit or organization of similar complexity to the ACLU </li>
<li>Superior understanding of fundraising systems support needs </li>
<li>Demonstrated experience leading organizational change, enterprise system implementations, post-implementation operational transitions, or other compl

This listing is from Greenhouse. View original listing ↗

Deputy Director, Support Transition

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