Director of Audience Care

Denver, CO

The Director of Audience Care is a critical role for RMPM's transformation into a friendship-based organization, ensuring that every person who encounters RMPM feels welcome, known, included, supported, and connected.

This position evolves the work of audience services into a more expansive scope as the organizational stewards of trust, care, listening and relationship intelligence with our audience. This leader supports the revenue, content, and operational teams by ensuring support is not treated as a transactional service function, but as a strategic capability that strengthens trust and deepens friendships at scale. As part of the Relational Operations leadership team, the Director of Audience Care helps translate individual interactions into organizational learning - ensuring that audience needs, feedback, and experiences shape decision-making across the organization.

This position will be key to building and implementing new audience care & listening systems, innovative team structure, and daily trust-building practices that ensure people feel heard, known, supported, connected and valued across every interaction across RMPM. This leader will actively support our promise of demonstrating, measuring, and improving how consistent friendship is not just metaphorical but operational - embedded across the various touchpoints we have with communities and people every day. This leader is responsible for the Friends Support Team and is accountable for audience care operations, CRM-informed relationship insights, support channels, and feedback loop systems across RMPM.

Essential Duties & Responsibilities

Audience Care Team Leadership

• Lead audience care operations across all existing support channels (CRM, phone & text lines, & email workflows) and develop and implement new organization-wide support channels, establishing friendship care standards rooted in empathy, responsiveness, and trust.
• Own and continuously improve audience/member service standards, including response time expectations, issue categorization, escalation protocols, documentation standards, and resolution quality.
• Ensure consistent support experiences across brands and platforms - focusing on closing feedback loops so people feel heard.
• Creatively lead team projects to reduce friction at "friendship interaction" points across RMPM & establish escalation pathways to effectively address complex relationship concerns.
• Lead, coach, and develop team by establishing effective workflows & service level agreements, setting behavioral standards that align with the principles of belonging, balancing efficiency with relationship quality, and fostering a team culture of learning and continuous improvement.
• Build a cohesive Audience Care team structure within RMPM and through management of our external service support agency partner by identifying and adding capacity, skills & knowledge and generate creative solutions using available resources (deploying innovative technology solutions, developing focused and effective positions, effectively managing internal and external partnerships, identifying short-term contract/consultant projects that will get us closer to our goals).
• Build closed-loop feedback practices so audience/member concerns are not only resolved individually, but also reviewed for patterns, root causes, and improvements to systems, communication, content, and member experience.

Data Integrity & Relationships Intelligence

• Maintain CRM health and data integrity through effective management of internal and external partners
• Ensure transactions with members and donors are handled with care and consistency, effectively supporting our investment teams in stewarding long-term relationships built on trust.
• Ensure audience and donor data is handled consistently with privacy, confidentiality, data security, gift processing, and records management expectations.
• Establish and maintain audience care, satisfaction, responsiveness, retention, and relationship-health metrics that inform organizational decision-making.
• Develop regular audience care insights reporting, including recurring themes, pain points, service trends, sentiment, unresolved issues, retention risks, and recommend operational improvements.
• Translate frontline learning into organizational recommendations sharing relevant friends insights information with other operational, content, or revenue teams. (see above)
• Partner with digital and friends investment/revenue teams to co-design data systems and tools to deepen friendship lifecycle understandings - incrementally move us toward increased data accuracy, expanded team confidence in relationship insights, and more complete and shared understanding of what friendship looks like across the 5 stages of belonging (Welcome, Known, Supported, Included, and Connected) - and overall, help RMPM maintain a whole-person understanding of friends over time.

Cross-Functional Strategy & Partnership

• Partner closely with the Friends Marketing Director, Friends Events Director, and Membership, Major Gifts, and Underwriting Team Leaders to align with and develop the friends support strategy, projects, and ongoing activities.
• Participate as a strategic learning partner around how to operationalize the friendship business model, ensuring people are at the center of our decisions and work.
• Engage as a critical cross-departmental thought partner in how we will (1) shift from managing audience interactions at scale to how we will strengthen trust with our audience at scale, (2) shift from resolving cases to learning what matters to people in Colorado, (3) shift from providing support only to establishing systems that steward a sense of belonging with our friends.

Minimum Qualifications of Position

• 7+ years of progressive experience leading audience engagement, customer care, and donor services.
• 3+ years leading people and teams.
• Deep understanding of public media, nonprofit, or mission-driven ecosystems.
• Energized by roles that integrate close collaboration & trust building with people while simultaneously executing operationally rigorous projects.
• Proficiency with CRMs or customer service platforms (Revolution-ROI Solutions), Project Management tools (i.e. Monday or Jira), and Outlook/Slack/Teams/G-Suite communication tools.
• Exceptional communicator and facilitator - able to turn abstract vision into daily practice.
• Experience designing service operations and feedback systems.
• Demonstrated ability to lead through ambiguity, redesign workflows, build trust with existing teams, and move a function from reactive service delivery to proactive relationship management.

Preferred Qualifications of Position

• Deep commitment to RMPM's mission of belonging and community-powered media.
• Experience in public media, nonprofit membership, fundraising, arts/culture, civic, or mission-driven environments
• Values patience, listening, experimentation, and co-creation.
• Comfortable working in ambiguity, iteration, and developmental change.
• Balances strategic vision with hands-on operational alignment.
• Sees relationships, not transactions, as the foundation of sustainable success.

SUCCESS IN THIS ROLE

• Audience satisfaction and responsiveness metrics
• Establishment of quality standards of practice & audience care systems
• Audience care data quality and integrity measures
• Closure of audience feedback loops
• Relationship intelligence reporting adoption
• Team engagement and development
• Cross-functional partnership effectiveness
• A positive, proactive, and solutions-oriented mindset

Don't meet every single requirement? Studies have shown that women and/or people of color are less likely to apply to a job unless they meet every qualification. We're committed to building a diverse, inclusive, and authentic workforce. If you're excited about this role, feel a passion for our mission, this feels like it could be your dream job, but your previous experience doesn't align perfectly with every qualification, we encourage you to apply!

PROCEDURE FOR APPLICATION:

Persons interested in this position must apply at www.rmpbs.org/jobs. Please submit the following items:

1. A cover letter detailing how the applicant's qualifications fit the needs of RMPM and information on how the applicant found out about the job opening.
2. A resume detailing education, training, and employment experience.

Please note: Application reviews will begin the week of July 20. We appreciate your patience and look forward to reviewing your application.

Position will be posted at www.rmpbs.org/jobs until filled. No phone calls please. KRMA-TV/KTSC-TV/KRMJ-TV/KRMU-TV/KRMZ-TV and KUVO-FM/KVJZ-FM are licensed to and operated by Rocky Mountain Public Media, Inc. as non-commercial public television and radio.

Work Environment

This position works primarily in office, studio, and/or field environments and is a hybrid role with a minimum of three (3) days required in office. This position must be able to work a flexible schedule with occasionally long hours including some evenings and weekends. Must be able to travel throughout the state and beyond, on occasion. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

The position requires the ability to lift and carry production equipment up to 10 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.