User Engagement Manager

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

Spherical is building a field kit of open-source tools to support community-driven climate resilience in Los Angeles. Co-designed with community organizers, climate scientists, policymakers, and infrastructure developers, these tools support collaborative dreaming into visions of equitable futures. The field kit includes interactive media for exploring cascading benefits of whole-systems approaches, community mapping and storytelling tools, and a game for sketching scenarios. This unique assemblage of domains and media calls for a diverse team of creative collaborators. We encourage women and people of color to apply.

A sample of prior work for this 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

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