User Engagement Manager
Overview
Spherical is seeking a User Engagement Manager to oversee all user-facing responsibilities for a suite of tools supporting climate resilience in Los Angeles. This position includes elements of user research, onboarding and training, and support among a diverse network of non-profit and government partners. This position is required to be in Los Angeles County as part of a broader remote team.
About Spherical
Spherical is a strategic design and integrative research studio supporting projects regenerating the health and integrity of Earth’s living systems. Learn more →
Current Project
What You'll Do
- Build trusted relationships and collaborations among diverse users across partner NGOs, government agencies, and community members
- Perform user research to identify opportunities to support users in advancing climate resilience in Los Angeles
- Manage databases of users, partner organizations, user archetypes, and meeting notes
- Synthesize insights from user research and feedback to share with the team
- Onboard and train users to use our open-source tools and processes
- Participate in the development of onboarding and training materials, in collaboration with Leadership, Product, and Design
- Respond to customer support tickets and escalate to appropriate team members as needed
- Manage internal documentation supporting common user requests in order to streamline response and improve our onboarding and training materials
- Manage help desk configuration and workflows, with support from Leadership and Product
What You Need
- 3+ years of related experience
- Experience working with LA-based organizations working on water, climate, and/or justice issues through civic engagement, for instance with nonprofits, government agencies, or communities
- Experience in customer-facing roles, such as user research, customer success, consulting, training, or support
- Strong interpersonal skills
- Ability to learn and teach technology-based workflows
- Ability to manage priorities across multiple functional areas in a self-directed way
- Ability to collaborate across a cross-functional team to ensure user needs are met
- Ability to establish and improve operational workflows
- Bilingual Spanish/English strongly preferred
Location
This position is required to be in Los Angeles. We are a remote team serving users and partners in Los Angeles County.
Term
Contract
Hours
20/week
