Code for America

• Lead and manage complex workstreams, build strong partnerships, and drive systems change. • Oversee work planning and project management, stakeholder engagement, and collaboration with product and technical colleagues. • Drive best practice development within your workstream and share learnings with cross-functional partners. • Identify risks, opportunities, and strategic tradeoffs, and escalate them to leadership. • Collaborate with internal and external stakeholders, including government agencies, community organizations, and product teams, to translate high-level priorities into actionable plans, ultimately supporting teams in achieving timely and high-impact delivery. • Collaborate across disciplines to identify meaningful metrics to track the success of projects and workstreams and make data-informed decisions. • Report to the Associate Program Director and travel no more than 15% of the time.

• Code for America's Client Success team ensures that clients get accurate, timely answers and dignified support as they navigate accessing public benefits. • As a Senior Advocate, Client Success, you will help drive the tactical implementation of Client Success projects, in collaboration with Client Success leadership, while also contributing directly to day-to-day client support. • The Senior Client Success Advocate will work with internal stakeholders, external strategic partners, and community partners to manage our projects, collaborate with product teams, and ensure the program's impact. • This role will also contribute to the quality of and enhance the domain expertise of our broader Client Success discipline. • This role will actively contribute to the day-to-day duties of answering clients’ questions.

• Own partnership escalation and/or strategic direction across a portfolio of approximately four to six projects, ensuring each project meets its commitments to government partners, funders, and clients, and outputs are high-quality and delivered on time and within budget. • Collaborate with the Partnerships team to ensure efficient scoping and smooth handoffs, including clear kickoff processes and well-defined responsibilities during project kickoffs and transitions. • Ensure programs staff apply consistent delivery management practices, focused on setting clear project timelines and goals, clarifying roles, and running appropriate meeting cadences, leveraging Code for America's standard best practices, tools, and processes. • Ensure ongoing project-level direction & strategy aligns with organizational strategy, ensuring your portfolio advances mission priorities and contributes to measurable client outcomes. • Work with programs team members, programs leadership, and discipline leads to ensure each project has a clear, realistic plan for success aligned with organizational goals, partner expectations, client outcomes, and/or philanthropic commitments, and that programs staff understand how to drive aligned progress. • Anticipate risks, staffing needs, and resource constraints across your portfolio; serve as the primary escalation point for APDs and programs staff, escalating to programs leadership when the decision has implications beyond your purview. • Support APDs in driving clear, frequent communication internally and with external stakeholders to maintain alignment on program progress, scope changes, risks, and emerging opportunities. • Partner with programs and resource management leadership to ensure project teams are staffed appropriately from a programs perspective; contribute to headcount recommendations and support recruitment and onboarding of new team members. • Ensure APDs serving as Project Sponsors surface staffing needs across delivery disciplines early and escalate when tradeoffs or reprioritization are required. Proactively flag when teams need resource adjustments to ensure strong delivery across multiple teams. • Directly manage Associate Program Directors (APDs) and, where applicable, other Program ICs within your portfolio; provide coaching, feedback, and development support that builds their effectiveness as program leaders. • Coach and develop people managers on the team, supporting them in managing their own direct reports effectively. • Lead goal setting, performance reviews, and regular check-ins to support team performance, professional growth, and team culture. • Model Code for America's values and ways of working across your team, setting expectations for how program staff use best practices and tools, engage with partners, clients, and each other, to ensure strong and efficient program delivery across your portfolio.

• Conduct descriptive data analysis using case, survey, and event data to identify and size problems. Collaborate with cross-functional partners to identify potential improvements • Develop and implement key metrics to measure the effectiveness and impact of our products and services • Apply AI/ML techniques in collaboration with cross-functional teams to improve the delivery of products and services • Analyze administrative and public data to estimate the impact of proposed changes. • Create and maintain dashboards and visualizations to communicate key insights to stakeholders • Build and maintain evaluation pipelines to monitor AI system performance and turn results into prompt, model, and design improvements • Clean, combine, and make sense of diverse administrative data. • Investigate the barriers people face in applying for and keeping benefits. • Work with qualitative researchers to generate hypotheses about how to help our users. • Make use of past findings internally, from agencies, and from outside researchers to help strategically guide projects. • Work with program, product, engineering, and design to identify where our analytics and AI capacity will be most impactful. • Break down, estimate, and prioritize tasks with a good architectural/systems perspective • Lead and deliver on medium to large size projects • Create and maintain technical documentation for data science projects and models • Communicate project status, risks, and outcomes to technical and non-technical stakeholders • Mentor other data scientists on the team • Contribute to the development of data science best practices and standards • Other duties as assigned

• Conceive and produce content across multiple formats–video, written features, blog posts, case studies, reports, and podcast-style audio–often moving from idea to finished product with limited direction. • Write and edit compelling, audience-first copy that adapts in tone and depth across channels without losing the thread of our brand voice. • Shoot, edit, and deliver video content end-to-end, including graphics, captions, and platform-ready formatting. • Produce and edit audio content, including interviews, short-form storytelling, and episodic formats. • Manage and direct vendors as needed. • Hold a high creative bar across everything you make, and model that standard for others on the team. • Own and drive content strategy for key functional areas, translating organizational priorities into content plans that build audiences over time, not just inform them. • Champion a consistent pipeline of fresh ideas, new formats, unexpected angles, and emerging platforms — make the case for experimentation and create conditions for the team to try new things. • Identify timely hooks and opportunities to extend, repurpose, or reimagine existing content in ways that earn new attention. • Lead content calendar planning with ideas that are timely, mission-connected, and genuinely interesting to the people we want to reach. • Use performance data to continuously sharpen content and distribution decisions, and advocate for strategic improvements based on what you learn. • Anticipate shifts in audience behavior, platform dynamics, or organizational priorities and proactively adapt the content approach. • Oversee content publishing across web, blog, and email ensuring the calendar runs smoothly and stakeholders are aligned. • In collaboration with Marketing, build and send email campaigns, including copy, audience segmentation, and platform setup. • Ensure all content meets standards for brand voice, visual consistency, and accessibility — and establish or improve the processes that make this consistent at scale. • Partner closely with colleagues across MarComms, Philanthropy, Delivery, and Product to surface stories and translate complex work into content people want to engage with. • Interview staff, partners, and subject-matter experts to gather raw material for stories and campaigns. • Lead content projects end-to-end, including timelines, reviews, and approvals - resolving dependencies and keeping work moving across teams. • Serve as a strategic thought partner to cross-functional stakeholders, helping them understand content tradeoffs and make smarter decisions. • Partner with other content creators on the team to establish quality standards and workflows.

• Design Process: Independently lead service design execution across multiple large and complex projects or workstreams as an individual contributor. • Design Process: Demonstrate strong analytical and creative thinking on how to improve the end-to-end, front-to-back, and multi-modal user experience across your assigned product, project, or portfolio. • Design Process: Understand the relevant policies, infrastructure, technology, and system constraints that affect the experience within a given government service. • Design Process: Highlight potential gaps and areas of opportunity for improvement across the whole service, including client, staff, or processes, focusing holistically on all channels of interaction. • Design Process: Use common service design methods and artifacts to document proposed service interventions and clearly communicate your understanding to the team and government partners of current and proposed future state of a service, such as journey maps, service blueprints, system diagrams, and ecosystem maps. • Design Process: Define ways in which a service intervention’s impact can be measured and how impact metrics ladder up to stakeholder goals and user needs. • Design Process: Participate in planning and carrying out user research activities and synthesizing research findings, typically in partnership with qualitative user researchers. • Design Process: Create and test design interventions and/or hypotheses by creating low, mid, or high-fidelity prototypes. Use these to generate useful feedback and iterate towards the best solution for people impacted. • Partnership and Collaboration: Partner closely with individual contributors and managers from other disciplines (e.g., engineering, research, product, data science, and program) to find elegant but practical solutions to design challenges. • Partnership and Collaboration: Design and facilitate collaborative sessions/workshops with internal and external stakeholders to gather input on design directions, identify priority user stories to focus on, and drive alignment around strategic design directions. • Partnership and Collaboration: Develop and maintain collaborative, professional relationships with government partners, CBOs, and advisory consultants necessary to achieve successful project outcomes. • Partnership and Collaboration: Deliver presentations to internal and external partners that capture attention and convey key messages succinctly, using storytelling techniques and visual communication to highlight client and worker experience. • Partnership and Collaboration: Participate in project or portfolio conversations and provide your input as a service design subject matter expert to inform strategic decisions about project and product direction. • Team Health and Mentorship: Participate in operational and best-practices initiatives within the Service Design discipline and the broader User Experience department. • Team Health and Mentorship: Act as a mentor to support more junior design staff in their work by pairing, coaching, and raising the quality bar of outputs. • Team Health and Mentorship: Deliver constructive critical design feedback to UX and service design peers. • Team Health and Mentorship: Serve has a champion of Service Design across the organization, participating in teaching and learning opportunities, and evangelizing human-centered design. • Team Health and Mentorship: Contribute to the organization's credibility and thought leadership in design.

• Build and maintain relationships and develop technical champions within government and partner organizations. • Assist in project planning and drafting statements of work and technical requirements • Work closely with cross-functional government partners to clarify problems and understand system constraints, and offer feasible and high-value technical solutions that consider the needs of all stakeholders. • Assist in documenting and communicating technical best practices and in the framing of government RFPs. • Collaborate with government partners and provide written resources to communicate complex technical concepts. • Provide technical perspectives and expertise in service of improved government services for government agencies, organizational stakeholders, and other key audiences. • Estimate project scope and rough project plans for government initiatives. • Contribute technical analysis to assessments of prospective new state engagements, including landscape research and partner capacity findings, in support of team and leadership decision-making. • Implement proof-of-concept applications, software installations, and custom development projects. • Lead light technical implementations and low / no-code software solutions. • Develop and implement training plans and documents to empower government agencies to improve and modernize the delivery of government services. • Other duties as assigned

• Own the full lifecycle of Code for America's AI Acceptable Use Policy: drafting foundational policy from the ground up, socializing it across the organization, driving adoption, and revising it on an ongoing basis as tools, risks, and best practices evolve • Advise on the employee-facing implications of AI tool deployment, including acceptable use boundaries, monitoring practices, and policy provisions that intersect with employment law and workforce relations — working in close coordination with People Operations and Legal. • Write governance frameworks and policy documents in accessible, plain-language formats — ensuring that staff at all levels and across all disciplines can understand and act on guidance, not just compliance and IT teams • Serve as an internal consultant to teams in the early stages of exploring, piloting, or refining AI-assisted workflows — guiding experimentation with a "yes, and here's how to do it safely" orientation • Document and share learnings from team-level pilots to build organizational knowledge and surface replicable patterns • Act as a liaison between IT/security and non-technical program and operations teams, translating between contexts and representing staff needs when governance or tooling decisions are being made • Partner with People Operations and Legal on the development and ongoing review of AI-related employment policies, including policies that govern employee conduct, monitoring, and use of AI tools in the workplace — ensuring governance frameworks are informed by and aligned to employee relations considerations. • Lead change management for AI-related transitions — helping staff understand not just what is changing, but why, and what it means for their work • Partner closely with Security Engineering to ensure AI governance and enablement work is integrated with the organization's broader security posture • Collaborate with compliance stakeholders and legal/People Operations as needed to assess AI tool risk, data privacy implications, and organizational policy alignment— including implications for employee relations and workforce obligations. • Monitor the evolving AI governance and security landscape and proactively recommend policy and control updates as new tools, risks, or regulations emerge • Maintain the vendor inventory, conduct lightweight third-party security reviews on new tools, and escalate higher-risk reviews to the Security Engineering team • Coordinate security awareness programming, including staff training and onboarding modules • Design, launch, and continuously improve a suite of AI enablement resources: training sessions, onboarding guides, office hours, self-serve resource hubs, and practical playbooks • Facilitate workshops and learning sessions for staff across all levels and disciplines, explaining technical concepts in accessible, jargon-free ways • Build and steward an internal AI Champions network — recruiting, supporting, and coordinating peer advocates across departments to drive adoption and share learnings • Develop onboarding materials for new staff and role-specific enablement resources for teams with specialized AI use cases • Other duties as assigned

• Support planning and reporting processes, including forecasts, annual budgets, and multi-year planning • Help maintain CfA’s financial planning and analysis solution • Improve budget and accounting processes, including creating a culture of financial literacy • Provide analysis, insight and support for recommendations to leadership groups to drive strategic objectives and meet key financial and operational business goals • Support financial reporting in conjunction with funder and stakeholder requirements • Prepare government grant invoices and drawdowns • Help with tracking funds spent and forecasting future spend against foundation grants, including helping to prepare required reports related to these activities • Own the nonprofit fund accounting process • Maintain the data models in CfA’s financial planning and analysis solution and track budget to actuals • Provide oversight for the the monthly close process and perform key functions, including American Express report approvals in Concur, data cleaning, revenue entry, and providing other backup, as necessary • Provide supervision and support to direct reports (currently the Financial Analyst and the Senior Financial Analyst) that ensure their professional growth • Navigate interpersonal and cross-functional conflict directly to ensure relationships and work can successfully move forward

• Close $2M (total contract value) of grants per year from new funders and existing funders. • Pitch and present excellently to funders, and produce strong written material including proposals and reports. • Responsible for building, managing, soliciting, and stewarding six to seven figure multi-year grants and philanthropic investments from a pipeline of foundations and individual donors. • Identifying and evaluating funding opportunities by integrating knowledge of funder priorities, program strategy, and organizational capacity. • Setting and leading internal meetings to assess and greenlight opportunities. • Shepherding project plans, budgets and narratives and being responsible for shipping materials to the funder for consideration. • Report to the Head of Philanthropy and expected to travel 25% of the time.