Product Manager

Company

Doctors Without Borders/Médecins Sans Frontières (MSF) is an international humanitarian organization that delivers impartial medical care to people affected by conflict, epidemics, disasters, or exclusion from health care in over 70 countries.

We welcome candidates who bring a wide variety of backgrounds and experiences to join us in working toward MSF’s common mission.

Department

The MSF-USA Systems Department acts like the organization's central nervous system, providing the vital information infrastructure to ensure the smooth functioning of all its operations. The Systems Department is responsible for building, configuring and maintaining the technical architecture, both physical and virtual, which ensures MSF can achieve the ambitions of its mission.

Although the successful candidate will sit within the Systems Department, this position will work cross-functionally across multiple departments to fulfill the organization’s ongoing strategic needs.

Project

MSF-USA is seeking a Product Manager to support MSF-USA ambitious project to modernize our fundraising ecosystem through the implementation of Salesforce products as one ecosystem (NPSP, SFMC, Heroku, MuleSoft, Springboard and other Apps). The Product Manager will work on this strategic initiative along with the Salesforce Administrator, Salesforce Solution Architect, Salesforce Developer, Data Engineer and Systems Project Managers. The successful candidate will work closely with stakeholders in the Development department to ensure this period of rapid organizational change runs smoothly.

Tasks

Essential Functions and Responsibilities

This person oversees and has accountability for all aspects of Salesforce Products and related change management at MSF-USA. Responsibilities include:

Salesforce Product Ownership (70%)

• Working with project managers and department teams to roadmap and prioritize work on the Salesforce CRM Ecosystem to achieve the desired business goals and objectives of MSF-USA.
• Evangelizing/selling the value proposition of CRM to internal users and stakeholders.
• Effectively communicating with vendors and partners to implement configurations and develop assets to suit the business needs.

• Liaising with the project teams to drive work toward delivery

• Raising risks and interdependencies as appropriate and according to our governance structure

• Performing other related duties as assigned

• Experience in the NGO industry is highly desired but not compulsory.

Change Management (30%)

• Working with project managers to implement an MSF-USA change management methodology to support the new Salesforce ecosystem, including but not limited to:
  • Developing and manage change management plan
  • Conducting stakeholder interviews
  • Developing stakeholder impact assessments
  • Developing resistance management plans
  • Preparing and disseminate communications
  • Coordinating training plans
  • Communicating the goals and progress in CRM adoption
• Evaluating and reporting on the effectiveness of change management initiatives

• Supporting the writing of effective instructional / training materials

• Providing coaching support to stakeholders

• Working with other internal resources to ensure alignment with project goals and seamless execution

• Addressing any stakeholder issues specific to change management and working to resolve these as they arise

Extent of Public Contact

The Product Manager will have some contact with people outside the organization, including vendors, consultants, volunteers, and members of the general public.

Physical Demands

This position requires remaining productive and focused within the context of a moderately noisy office with many interruptions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. MSF-USA's current policy is that all staff may be remote until July 1^st, 2021, from which point this position will be based New York, although this policy is subject to change.

Qualifications

Skills

Required Qualifications

• Passionate about Customer 360, Donor 360 etc. and believe that CRM can be the confluence of all information related to donors.
• Wide knowledge and experience in handling Salesforce CRM and its ecosystem components like Marketing Cloud, Heroku and MuleSoft.
• At least 5-7 years of experience in handling transformational projects of significant size and complexity and have a proven success record in driving change and adoption.
• Comfortable driving the much-required organizational change and culture to adopt CRM in lieu of legacy systems and processes, among a wide variety of users.
• Speak at executive level as well as mid management and clearly
• Well versed in different approaches and change management methodologies at play, preferably at NGO type of organizations.
• Good understanding of change management principles, techniques and tools
• Effective facilitation and influencing skills
• Strong stakeholder management skills
• Conflict resolution and negotiation skills
• Ability to manage conflicting priorities
• Good listening and communications skills
• Analytical mindset and critical thinking
• Good problem-solving skills

• Team player and able to collaborate with others

• Possesses excellent oral and written communication skills

• Ability to work independently

• Ability to learn quickly and think creatively

• Detail-oriented individual with the ability to quickly assimilate and apply new concepts, business models, and technologies

• Experience with supporting large-scale technical implementation projects (ideally with Salesforce)

Preferred Qualifications

• Strong commitment to MSF mission and humanitarian principles
• Familiarity with project management principles
• Familiarity with non-profit organizations

If applicant is not based in New York, please indicate the ability to relocate in cover letter.

Application Deadline: March 10, 2021, 11:59 pm EST

Applications without cover letter will be disregarded. No phone calls or emails please.

Only shortlisted candidates will be contacted.

MSF-USA/Doctors Without Borders is an Equal Opportunity Employer. No employee, or applicant for employment, shall be discriminated against in any term or condition of employment because of race, color, religion, national origin, sex, age, or sexual orientation or any other characteristic protected by law. We are constantly striving to make our organization anti-racist. Diversity, equity, and inclusion are core values. As an employee, you become part of that mission. We expect this same commitment from our staff.

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