Digital Experience and Product Officer

Program Overview:
Implemented by the IRC, the Cultural Orientation Resource Exchange (CORE), a technical assistance program, connects and supports refugee resettlement staff globally to deliver effective Cultural Orientation which helps newcomers achieve self-sufficiency in the United States. Settle In, available in multiple languages, is CORE’s digital information service that directly engages newcomers through its website (https://www.SettleInUS.org), mobile app, and social media platforms. Settle In serves as another touchpoint to disseminate vital, accurate information tied to resettlement services.

Job Overview:
Program Officer, Digital Products will report to CORE’s Deputy Director, supervise the Digital Product team, and collaborate with other CORE team members to align messaging across platforms and develop strategies to enhance the CORE website (COResourceExchange.org), Settle In website, and Settle In mobile app, with specific consideration for user-centered design and literacy (language/digital) needs of refugees and other newcomers. This position will manage day-to-day operations of CORE’s digital products and support the overall strategy and development of CORE’s digital products.

The role will be highly collaborative with CORE and IRC teams, funding partners, and other stakeholders. This role will develop and implement product strategies that support content teams in developing, publishing, and managing content.

Major Responsibilities:
Product Strategy and Vision

• In collaboration with CORE staff, contribute to the product vision, strategy, roadmap, and development of CORE’s digital products (CORE website, Settle In website, Settle In mobile app);
• Analyze market trends, gather user feedback, and collaborate with stakeholders to define and evolve the product vision;
• Develop clear roadmaps; prioritize and implement features based on their impact on business goals and user needs;
• Identify, develop, and implement product content strategies to improve taxonomies, tagging, information architecture, microcopy, etc., across CORE’s digital platforms, to support CORE’s content teams in developing, publishing, and managing content;
• Develop and maintain SoPs and other documentation to ensure CORE is effectively and efficiently managing and developing its digital products.

Research and Innovation

• Collaborate with CORE’s Monitoring & Evaluation Officer:
  • To develop, plan, and execute assessment strategies (analytics monitoring, A/B testing, surveys, user testing, etc.) to evaluate CORE’s digital platforms and solve complex problems, identify recommendations, and improve the overall user experience of CORE’s digital platforms;
  • In executing user surveys, user feedback initiatives, and user testing for both web and mobile users, to ensure frequent and actionable user feedback is incorporated into product roadmaps and prioritization decisions;
• On the creation of KPI or M&E frameworks, product surveys, dashboards, user segments, etc. to provide a clear and actionable picture of how CORE’s products are being used.

People and Product Management

• Manage and support a team of one to two Digital Product Managers to achieve product objectives, including overseeing uploading of digital content across CORE’s digital platforms leveraging Drupal, WordPress, and Phrase TMS;
• Oversee routine maintenance and quality assurance, and ensure operation of Settle In app on Google Play and Apple App stores, and select and manage vendors/consultants for project implementation, as necessary;
• Support Digital Product team members in managing vendors that support development and maintenance of CORE’s digital platforms.

Leadership and Collaboration

• Represent CORE at meetings, internal and external workshops and conferences, and other events as needed;
• Support in the development of work plans and manage the day-to-day workflow of projects relating to CORE’s digital platforms, ensuring that goals are met and within resource or technical needs.
• Identify opportunities for continuous improvement and recommend a way forward to enhance effectiveness and/or efficiency.

Job Requirements:

• Undergraduate degree required, preferably in digital communications, project management, human-centered design, library science, or related field;
• 4+ years of demonstrated experience managing digital products across web and mobile with large userbases. Equivalent combination of education and experience will also be considered;
• Experience developing digital platforms for diverse, multilingual populations;
• Demonstrated experience managing teams and staff supervision experience;
• Experience directly engaging with existing userbase to gather feedback, and evolve a digital product based on user needs;
• Knowledge and familiarity with the modern product marketing and analytics toolset, including tools such as Google Analytics, Firebase, HotJar, or other testing/analytics tools;
• Excellent collaboration skills, with the ability to understand and communicate product needs and requirements from a diverse set of organizational stakeholders, and to communicate effectively with non-technical collaborators.
• Strong detail-oriented execution skills, and the ability to lead teams on the ground to move projects involving many stakeholders from conception to completion.
• Knowledge of refugee resettlement or Cultural Orientation programs strongly preferred;
• Demonstrated ability to identify and tackle unstructured problems and provide clear, organized plans of action that lead to measurable results.

Working Environment***:*** Remote position.

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

US Benefits: The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.

In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12 month time period.