Digital Operations Support Specialist

Product & Engineering New York City, New York


Description

Digital Operations Support Specialist 

New York Public Radio (NYPR), home to WNYC, WQXR, Gothamist, The Brian Lehrer Show, Radiolab, and The Greene Space, has been engaging the hearts and minds of radio and podcast listeners in New York and around the country for generations. To re-invent that tradition and reach a new generation of listeners we’re transforming how our audiences listen to and support NYPR’s programming across our digital platforms.

Our Product, Design and Engineering Team is constantly iterating, solving problems, and working to empower New Yorkers to build community and connect in meaningful ways. Together, we can help New Yorkers enrich their lives and their neighborhoods — we're just getting started.

About the Position

As a Digital Operations Support Specialist  at New York Public Radio, you will be a key, integral member of our Product, Design and Engineering Team, working in the Operations and Project Management group.   

Responsibilities

  • Oversee, maintain, and troubleshoot digital support helpdesk, working with internal staff, as well as partners and third-party vendors
  • Provide support for all Digital-owned and maintained products including custom and third-party CMS systems, CRM systems, audio crowdsourcing tools, engagement tools, web publishing products, and NYPR’s family of radio & digital brands, on web, mobile, and in custom app-format.
  • Onboard and offboard users and facilitate account creation for all Digital-owned products and services
  • Collaborate with necessary Content departments for all new show, season, and series launches
  • Create and maintain web pages for all in-house shows and external partner shows
  • Coordinate show offboarding processes with internal stakeholders and outside partners
  • Communicate critical outages & priority workflow issues to the organization, outside listeners, or vendors as needed
  • Train new employees on CMS systems and other applications 
  • Assisting on project coordination, wherever possible 
  • Create and maintain documentation, SOPs, and Playbooks for Digital projects, products and services
  • Recommend and implement operational improvements and efficiencies

Requirements

  • Helpdesk, Support Desk experience
  • Project coordination / management experience
  • Working knowledge with CMS systems and CRM systems
  • Working knowledge of the Atlassian suite of products, including Jira and Confluence
  • Comfortable working with Microsoft and Google applications
  • Familiarity with DevOps and Digital application terms and concepts, desirable 
  • Excellent communicator, both verbal and written
  • Eagerness to learn about new technologies and digital products
  • Desire to explore and grow expertise in the project management field
  • Exceptional attention to detail and a self-starter

Additional Role Information

This is a full-time role with a salary range of $75,000-$85,000 per year (plus a full benefits package). Salary offer within this range is determined by skills, experience and organizational pay equity. New York Public Radio offers excellent medical, dental, and vision insurance, vacation, personal and sick time as well as parental leave.

Due to the COVID-19 pandemic, this role is currently operating in a primarily remote capacity but the selected candidate will have the option to work from the office if fully vaccinated against COVID-19, unless NYPR has approved a specific religious or medical exemption in advance of the first day of work. At this time, NYPR defines being fully vaccinated as having received two Moderna or Pfizer COVID-19 vaccinations or one Johnson and Johnson vaccination.

This role, if desired by the selected candidate, could remain remote.

Commitment to Diversity, Equity & Inclusion

New York Public Radio is committed to diversity, equity, and inclusion. We continuously strive to place our employees at the center of our thinking and elevate inclusive practices to develop and support a more engaged and productive workforce. Our journalism and operations in the service of that journalism benefit from a broad range of perspectives, from all backgrounds, at all levels of the organization. Diversity is essential to honest, authentic, accurate storytelling and reportage; creating an institution in which all voices are encouraged, valued, and heard.

Equal Opportunity

New York Public Radio is an equal opportunity employer committed to achieving the goal of equal employment opportunity for all. Applicants and employees are considered and evaluated for positions without regard to mental or physical disability, race, creed, color, religion, gender, national origin, citizenship status, age, genetic information, military or veteran status, sexual orientation, marital status, employment status or any protected federal, state or local status unrelated to the performance of the work involved.

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