Product Administrator

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world’s largest international humanitarian non-governmental organizations (INGO), at work in more than 50 countries and more than 25 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you’re a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job Background/Overview:

From March 2022 – March 2023, the International Rescue Committee launched and implemented a first-of-its-kind service model for the resettlement of 556 Afghan Humanitarian Parolees (AHPs) who arrived through Operation Allies Welcome. Via a comprehensive and personalized virtual case management model, the Virtual Afghan Placement and Assistance (VAPA) program provided per capita direct assistance, client-led case management, and resources and referrals for the successful resettlement of these new arrivals. Building off of this award-winning program, the IRC now implements the Virtual Reception & Placement (VR&P) program for Special Immigrant Visa (SIV) holders, the Virtual Resettlement Line for humanitarian parolees, and the Welcome Corps Support Line for private sponsor groups welcoming newcomers through the Welcome Corps.

Using the model developed during VAPA and further advanced for the current iteration of the VR&P program, the International Rescue Committee (IRC) aims to meet the ambitious goal of receiving and resettling up to 10,000 individuals in FY24 from the Western Hemisphere and Operation Enduring Welcome platforms. This project will include coordinating steps overseas, partnering with a variety of stakeholders across the United States, and effectively establishing relationships in a virtual setting.

The remote and pioneering nature of this project requires a Product Administrator nested within the Signpost technology team. Signpost, a rapidly scaling community-led information service that uses technology to support clients in times of crisis, has built a system in Zendesk will equip case staff with digital tools, channels and social media. This role will provide general administration and support of ZenDesk including ensuring business continuity, supporting the implementation and training of new tools, ensuring proper user segmentation, and billing.

The Product Administrator will play a crucial role in the deployment of new technology and provide ongoing product support for resettlement services. They will govern, administer, and implement Signpost products, including Zendesk Support. The incumbent will establish and maintain operating procedures and guidance for the administration of the products that are consistent with overall company practices. The Product Administrator will work directly with virtual resettlement project leadership to design and implement new projects on quick timelines. This position requires strong technical problem-solving skills, excellent interpersonal skills, a high level of independence, an interest in the use of technology for resettlement, and the ability to work well in a multicultural, dynamic environment.

Major Responsibilities:

Product Administration

● Coordinate with external Technology Partners, such as the City of NY, on troubleshooting tasks

● Monitor automated integrations with other systems and resolve any failures and/or escalate issues to the appropriate support

● Lead bug fixing, product testing, and troubleshooting requests for users on short timelines

● Maintain relationship with IRC IT and Zendesk Services team to solve problems as they arise

● Train new users on the use of tools and create user guidance

● Report and analyze product data and analytics on a weekly and monthly basis

● Support billing and tool administration for the Zendesk instances

Product Implementation

● Coordinate with project teams and partners to set up new information hubs

● Work alongside the Product Manager, Product Administrator, and technology team to design and build new features based on support requests from programs

● Meet regularly with programs teams to understand ongoing needs and requests

● Design system workflows and processes alongside project teams

● Lead the integration and migration of virtual resettlement and partner tools

● Set timelines and expectations for the delivery of new features with project teams

● Help manage pro bono support, volunteers, and fellows from partner organizations

Technology Strategy

● Contribute to the build out and execution of Virtual Services technology roadmap

● Elicit and collect insights from the field teams regarding product needs, improvements, problems, and suggestions to help the product team prioritize improvements in the Signpost technology roadmap. ● Contribute to discussions with tech partners and potential collaborators about new features

Technical Project Management Support

● Add new tickets and tasks for software development teams

● Prioritize ongoing development work alongside the Product Manager and Product Administrator

● Participate in sprint planning and task management with the product team

● Other related duties as assigned

Key Working Relationships:

**Reports to:**Product Administrator, Signpost

Essential Qualifications:

● 1-3 years’ work experience in product administration or management, systems engineering, or technology support

● Experience training individuals and groups and/or other client facing experience within a complex stakeholder environment

● Experience administering Zendesk and/or other CRM’s

● Highly proficient in Microsoft Office, Microsoft Tools, and SharePoint.

● Strong organizational and time-management skills; proven ability to prioritize and deliver on time ● Ability to respond enthusiastically and positively to ambiguity

● Fluency in English, Spanish is a plus

Desired Qualifications:

● Bachelors in computer science and/or systems engineering

● Experience troubleshooting and coordinating with management, Quality Assurance teams, and end users

● Experience writing user stories and technical tasks for developers, data analysts, and engineers ● Knowledge of Python, CSS, Javascript

● Knowledge of Social Media tools, Web Analytics,

● Knowledge of Data Analysis tools and principles (PowerBI)

● Experience in a humanitarian or development organization, or similar

Working Environment:

• Fully remote

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.

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.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.