Customer Experience Manager of Digital Support

Organization Description:

The Contingent is a 501(c)(3) venture nonprofit that sparks and supports innovative initiatives designed to empower leaders and mobilize communities for the common good. Founded in Oregon, we have grown into a network of initiatives and partnerships that are expanding their impact across the nation.

Since our inception, we have centered the perspectives, strengths, of historically marginalized communities to challenge inequitable systems and create opportunities for children, families, and communities to thrive. We ask difficult questions, embrace innovation, and collaborate across sectors to address complex social challenges.

Through partnerships with community organizations, businesses, faith communities, government agencies, and local leaders, The Contingent develops and supports initiatives that strengthen relationships, increase community engagement, and improve outcomes for children and families.

The Contingent serves as a platform for scalable, mission-driven impact, supporting leaders and initiatives that are transforming communities both locally and across the country. We believe leadership exists in every community, and our role is to identify, equip, and support the people who are creating lasting change where they live and serve. To learn more about our work and initiatives, visit The Contingent.

**Opportunity Summary:

**The Customer Experience (CX) team serves as The Contingent's hub for community engagement, connection, and support. Through our digital communication, Help Desk, and Care Center functions, we create responsive, seamless experiences that connect community members with the information, resources, and opportunities they need.

The Customer Experience Support Manager is a strategic and people-focused leader responsible for overseeing digital engagement, Help Desk operations, and customer support experiences across the organization. This role leads efforts to improve customer journeys, strengthen service delivery, streamline processes and tools, and build scalable systems that support organizational growth.

Working closely with internal teams and external partners, this leader champions the voice of the customer, uses data and insights to drive continuous improvement, and develops high-performing teams that deliver exceptional service. The ideal candidate combines strategic thinking with operational excellence and is passionate about helping more children, youth, and families experience connection, support, and belonging through The Contingent's programs.

Who You Are:

You are a customer-centered leader who believes every interaction matters. You are passionate about creating exceptional experiences that help people access the resources, information, and support they need.

You are an experienced coach and mentor who enjoys developing people, building strong teams, and creating a culture of accountability, learning, and continuous improvement. You balance big-picture strategy with day-to-day execution, using data, technology, and customer insights to improve systems, solve problems, and remove barriers.

You thrive in a fast-paced, evolving environment and are energized by collaboration, innovation, and mission-driven work. Most importantly, you are motivated by helping communities thrive and are excited to use your skills to deepen engagement, strengthen customer experiences, and advance The Contingent's mission of serving children, youth, and families.

Duties & Responsibilities: Help Desk & Inquiry Support

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Lead Help Desk operations, ensuring partners, and internal stakeholders receive timely, compassionate, and solutions-oriented support.

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Monitor and manage inquiry workflows across email, SMS, chat, and ticketing platforms, ensuring established service level agreements (SLAs) are met.

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Serve as an escalation point for complex inquiries, providing high-touch support and partnering across teams to resolve challenges with care and excellence.

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Facilitate collaboration between Customer Experience and Product & Innovation teams to ensure community needs are addressed and technical issues are resolved effectively.

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Identify recurring inquiry trends and recommend improvements that reduce barriers and create a more seamless experience for community members.

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Model and reinforce exceptional customer service practices, equipping team members to deliver consistent, accurate, and empathetic support.

Digital Channels & Community Engagement

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Oversee the effectiveness of customer engagement digital channels, including email, SMS, chat, and self-service resources.

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Continuously improve digital engagement experiences to ensure community members can easily access information, resources, and opportunities to engage with The Contingent's programs.

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Partner with internal stakeholders to identify opportunities for automation, self-service tools, and process enhancements that increase accessibility and responsiveness.

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Ensure digital content, templates, scripts, and knowledge resources accurately represent Every Child, The Script, and other Contingent programs.

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Monitor customer interactions and emerging needs to inform updates to knowledge base articles, resources, and support materials.

Leadership & Team Development

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Build and lead a high-performing Customer Experience team that embodies The Contingent's values and commitment to community impact.

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Create an environment where team members are empowered to lead, solve problems, and advocate for community members and partners.

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Partner with the CX Sr. Director to establish team goals, priorities, and strategic initiatives that support organizational growth and community engagement.

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Foster a culture of collaboration, innovation, continuous learning, and accountability across the Customer Experience team.

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Support organizational growth and replication efforts by developing scalable customer experience processes, systems, and best practices.

Coaching & Training

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Coach, mentor, and develop Customer Experience associates and specialists who contribute to the digital team, helping them grow as leaders who effectively support community members.

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Conduct regular observations, quality reviews, and one-on-one coaching conversations that promote growth, confidence, and accountability.

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Support onboarding, professional development, and ongoing learning opportunities that strengthen team capabilities and customer service excellence.

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Implement and maintain replicable training materials, learning pathways, and standard operating procedures that support team consistency and scalability.

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Recognize strengths, identify development opportunities, and create individualized growth plans for team members.

Reporting, Analysis & Continuous Improvement

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Analyze customer experience data, inquiry trends, support metrics, and community feedback to identify opportunities for improvement and growth across digital channels.

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Translate insights into actionable recommendations that strengthen customer satisfaction, operational effectiveness, and community engagement outcomes.

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Monitor Help Desk performance, ticket volumes, response times, and service quality indicators to ensure organizational goals are achieved.

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Develop reporting and dashboards that provide visibility into customer experience trends, team performance, and emerging community needs.

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Identify root causes of operational challenges and partner with stakeholders to implement sustainable process improvements.

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Evaluate the effectiveness of customer experience initiatives and recommend enhancements that improve seamless community member outcomes and team efficiency across channels.

User Journey & Customer Experience Strategy

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Champion a customer-centric approach that places community members and partners at the center of decision-making and service delivery.

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Guide the development of intentional digital customer journeys that create meaningful experiences and foster deeper engagement with The Contingent's mission and programs.

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Anticipate community member needs and proactively identify resources, opportunities, and connections that support their success.

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Build and communicate narratives around community engagement trends, helping internal teams better understand participant experiences and opportunities for impact.

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Together with other CX leadership, lead continuous improvement efforts that remove friction, improve digital accessibility, and strengthen the overall experience for community members across all touchpoints.

This role may include variability in responsibilities as deemed by the supervisor. The Contingent employees should be prepared for a dynamic work environment.

Education and Experience:

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Bachelor's degree in business, sales, customer service or equivalent work experience

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3-4 years driving outcomes for customers, preferred

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1-2 years of supervisory experience required

Knowledge, Skills, and Abilities:

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Experience in successfully working with a diverse group of constituents utilizing multi-cultural intelligence, using intentional listening, appreciation, and respect.

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Utilize multi-cultural intelligence, intentional listening, and appreciation and respect to engage with a diverse group of constituents.

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The ability to work independently and cooperatively in a diverse, perpetually changing environment, while maintaining a calm and positive spirit.

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Effective communicator with strong written, verbal, and public speaking skills that is experienced in engaging with diverse audiences.

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Excellent organizational skills including attention to detail and multitasking skills.

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The capability of handling ambiguity and driving the work autonomously.

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Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), experience with SharePoint, Asana, and Microsoft Teams is preferred.

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Experience working with Microsoft Dynamics 365, or another CRM (Customer Relations Management) platform.

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Experience supporting teams of entry-level professionals and coaching rising leaders in their development.

Personal Qualifications:

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Commitment to the mission of The Contingent, including Every Child, and The Script.

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Relates well and works effectively with diverse groups of people who represent the range of ethnic, cultural, and socio-economic backgrounds.

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Ability to articulate a position on the importance of the faith community engaging vulnerable children, youth, and families.

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Deep commitment to serving vulnerable kids, youth, and families and those in government who work with them.

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Deep commitment to increasing the diversity of leadership in the communities we serve.

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Continual growth mindset to develop and improve existing processes to enhance program efficiencies.

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Demonstrates a passion for operational, technical, and customer experience excellence.

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Flexible and receptive to constructive feedback.

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Self-motivated leader that takes initiative.

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Adaptable to changing situations and processes.

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Possess cultural and emotional intelligence and an ability to work with a diverse group of leaders.

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Demonstrates a passion for operational, technical, and customer experience excellence.

Benefits:

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Comprehensive benefits including premium medical, vision, and dental insurance (covered 100% for employee and 80% for spouse and/or dependents).

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Paid Parental Leave - 12 weeks after 1 year employment.

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401K with 5% (2026) 6% (2027) (annual salary) match.

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19 Paid Federal holidays

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Paid Vacation Days and 5 sick days

Employment Terms, Accountability, and Compensation:

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Full Time (40hrs) exempt annual salary offered at a range of $60,000 -$65,000 (estimated total compensation 70,000 - $75,000) doe.

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Starting placement will not exceed this starting pay range and is based on qualifications, experience, and internal equity.

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This position will be required to work within The Contingent’s Hybrid Work Policy (2-3 days in the office, 2-3 days at home).

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We have team members located in multiple time zones. To facilitate organizational collaboration, hours for this position will be between 7am – 6pm PST.

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In office days and daily schedules are determined collaboratively between the employee and the supervisor.

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Due to contractual commitments, this position may be scheduled to work during The Contingent’s extended end-of-year holiday period. Equivalent time off will be scheduled outside of the holiday period.

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Legally eligible to work in the United States.

Screening of applicant materials will begin immediately, and applications will be accepted until the position is filled.

"Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At The Contingent we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles." **

All employment at The Contingent is “at will” and may be terminated by either the employee or the employer at any time for any reason, with or without cause, with or without prior notice or warning. Equal employment opportunity and having a diverse staff are fundamental principles of The Contingent. Upon hire, the employee agrees to undergo a 90-day probationary period, which provides additional structure, scheduled check in meetings and opportunities to receive and give feedback to and from the employer.

Equal Opportunity Employer