Digital Service Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the daily operations and management of mySociety's online platforms.

• Ensure the seamless functioning of our services, promptly addressing and efficiently managing high-risk support cases.

• Uphold a strong standard of legal and governance compliance.

• Supervise frontline user support, addressing and resolving cases as required.

• Ensure that incoming support cases are triaged, prioritized, managed, and escalated as necessary.

• Collaborate closely with service and product area owners to help them understand user trends.

⛳️ Requirements

• Proven experience in managing complex, high-volume digital services.

• Proactive and organized, exhibiting sound judgment and the ability to make effective decisions in dynamic and ambiguous situations.

• Goal-oriented and self-sufficient, driven by a desire to enhance service quality and efficiency.

• Strong understanding of the GDPR and experience handling information rights requests.

• Experienced in meeting user needs, with insights and expertise on how these needs have evolved over time to ensure organizational alignment.

• Previous experience related to Freedom of Information, media law, or moderating online communities.

• Capable of identifying problems, documenting their causes, and implementing solutions.

• Exceptional interpersonal and communication skills, along with proficient written English.

• Comfortable working in a remote environment with a geographically diverse team and collaborating with volunteers.

🏝️ Benefits

• This is a permanent position offering a salary range of £45,000 to £55,000 (FTE) per year, in addition to a pension scheme (4% employer contribution, 4% employee contribution).

• For more insights about the workplace culture at mySociety, please visit https://www.mysociety.org/about/careers/culture/

• We aim to make your experience at mySociety enjoyable, and we are committed to supporting you in achieving a work-life balance. We are open to discussions regarding flexible hours or co-working arrangements.