Nationwide Shared Services Program Manager

ABOUT THE JOB The ACLU seeks applicants for the full-time position of Nationwide Shared Services Program Manager in the Business Operations and Support Services Department. This is a full-time hybrid role with in-office requirements of two (2) days per week, or eight (8) days per month from one of the ACLU’s National office locations in New York, NY, Washington, DC, or San Francisco, CA . Remote candidates may be considered for this position. The Business Operations and Support Services department, in the office of the Chief Operating Officer, works to enable organizational and operational effectiveness by partnering with ACLU staff across the enterprise to provide business solutions, training, physical space planning, facilities operations, capital projects, records management and archives services. The department continually evaluates operations to maximize resources, mitigate risk, and achieve the organization’s strategic goals. This position is part of a collective bargaining unit. It is represented by ACLU Staff United (ASU). WHAT YOU'LL DO Reporting to the Senior Director of Business Operations , the Nationwide Shared Services Program Manager will support the cross-functional alignment of the National Office operations-related programs supporting Affiliates. The Nationwide Shared Services Program Manager works to support the coordination and collaboration of cross-functional National Service teams to enhance program delivery and service experience for Affiliates. This is a new position that will help shape and strengthen shared operational service models across the Nationwide organization by assessing needs, improving coordination, and supporting both National teams and affiliate offices participating in shared service programs. It will support the development of operational service models that are responsive, accessible, and reduce administrative burden for Affiliates and National teams. YOUR DAY TO DAY Program Structure Partner with the Senior Director of Business Operations and National Departments to define Nationwide Shared Services program scope and structure to support existing and emerging Shared Service programs; this includes operational projects and programs led by National departments which support Affiliates in implementing their day-to-day work. Identify opportunities for coordination and process improvement across National Departments and Affiliates to reduce redundancies, bridge gaps, and strengthen service provision. Partner closely with Affiliate Support and Nationwide Initiatives (ASNI) and other Affiliate-facing teams to ensure shared service programs reflect Affiliate operational realities, support strong nationwide coordination, and are implemented in ways that strengthen the Affiliate experience and organizational alignment. Navigate operational coordination within a federated structure that includes independent Affiliates with varying governance and operational frameworks. Operations and Service Delivery Identify areas for operational enhancement to support program goals, develop solutions, and assist implementation. Coordinate ongoing work for current and emerging Affiliate Service operational programs. Develop policies, Standard Operating Procedures (SOPs), and training materials. Track program effectiveness, identify operational pain points, and support continuous improvement of shared service delivery. Manage, oversee, and support cross-functional operational solutions including assessment and evolution of practices over time, such as contracting and project planning coordination to reduce duplication, clarify workflows, increase transparency, and strengthen coordination between National teams. Serve as support to National Department program managers for Shared Service program issues. Serve as a point of contact for Affiliate stakeholders on Shared Service Program matters, facilitating touchpoints to gathering feedback, supporting Affiliates and National teams in navigating operational questio