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Role Description

The Manager of Data Product Strategy & Partner Support provides stewardship for Shelter Animals Count (SAC) Data Products, managing quality assurance, standardization, cleaning, documentation, data integration, program coordination, outreach, and membership management focused on customer service and engagement. This position requires deep knowledge of SAC Data Strategy and Products and stakeholders to enhance user experience and improve both the quantity and quality of data entry. The role also serves as a key liaison to IT, software vendors, development contractors, and SAC members.

Responsibilities include:

• Serve as Product Manager for the SAC data portal and related technical platforms, scheduling tasks, managing backlog, defining requirements, and production release readiness.
• Oversee technical deliverables, timelines, and acceptance criteria, ensuring clarity, alignment, and successful execution by development partners.
• Execute data integrity, governance and scalability strategy under advisement of Director of Data Strategy and Partnerships.
• Ensure documentation is accessible to both technical and non-technical stakeholders.
• Coordinate Application Programming Interfaces (APIs) development efforts with IT/developers, and guide expansion of data collection and data improvements.
• Maintain and groom the product backlog, balancing user needs and organizational priorities.
• Lead testing for developer/IT products, identify any issues or inefficiencies, and communicate issues for resolution before products go to production.
• Monitor platform performance, usage trends, and recurring issues to proactively recommend improvements.
• Provide responsive, high quality support to shelters and partners through the SAC Helpdesk, ensuring a positive and consistent experience.
• Serve as the first point of triage for technical or data-related issues, coordinating resolution and communicating effectively with internal teams.
• Identify recurring support issues and translate them into product or process improvements.
• Support onboarding for new organizational participants by providing resources.
• Represent SAC at conferences throughout the year, providing in-person customer service, troubleshooting, and engagement.
• Other duties as assigned.

Qualifications

• Problem-solving, process improvement, and project management skills.
• Proficiency with the Shelter Animals Count Portal or similar software strongly preferred.
• Proficiency with Tableau and Sendgrid strongly preferred; proficiency in HTML preferred.
• Proficiency with Microsoft Suite and Google Suite required.
• Familiarity with CRMs.
• Ability to serve as bridge between SAC program needs and IT/developers.
• Prompt and professional customer service experience, ideally with shelters, rescues and other stakeholders.
• Proficiency in writing SQL queries and working with relational databases required (e.g. PostgreSQL, BigQuery, etc.).
• Working as a self-starter, leading teams, and working within a team.
• Translating user needs into clear requirements.
• Proficient with Agile or iterative development processes preferred.
• Ability to exemplify ASPCA’s core values and behavioral competencies.

Requirements

• High school diploma, GED, or equivalent professional experience required.
• 3 years of combined professional experience in a role providing client engagement and support and data strategy required.
• Experience providing client engagement and support required.
• Experience in data strategy required.
• Experience using the Shelter Animals Count Portal or similar software strongly preferred.
• Product management experience preferred.
• Project management experience preferred.
• Experience working with and in various shelter management software strongly preferred.
• Experience working cross-functionally with technical, data, and non-technical stakeholders required.

Benefits

• Affordable health coverage, including medical, employer-paid dental and optional vision coverage.
• Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays.
• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions.
• Robust professional development opportunities, including classes, on-the-job training, coaching and mentorship with industry-leading peers.