US Program Associate

Location: Cleveland, Ohio (base location) About this role The U.S. Program Associate will support implementation for large‑scale cash initiatives in the U.S. As a key member of GiveDirectly’s U.S. programs team, you will support operations, internal coordination, and team processes. You will often be the project point person for community engagement and customer service, supporting Managers and Senior Managers across multiple projects. The role requires working in a fast‑paced environment and managing multiple workstreams simultaneously. What you’ll do Recipient Experience & Customer Service (40%) Lead customer service, including directly supporting recipients via an email‑based help desk and phone support, and oversee additional customer service staff as the program scales. Coach applicants through the intake process, focusing on those experiencing significant barriers. Case‑manage applicant/recipient concerns in accordance with safeguarding and protection policies. Meet periodically with recipients in person to build trust and identify opportunities for improvement. Respond to recipient communications timely and professionally. Resolve one‑off recipient issues through communication, data entry, and escalation as needed. Direct Program Support (40%) Support operational and project management duties, ensuring projects are executed with excellence. Lead operational processes such as application verification and, as the program scales, oversee verification staff. Manage field operations processes, including payments and follow‑up surveys, across program stages. Maintain knowledge management and process documentation, refreshing protocols regularly. Collaborate with team members to identify process challenges and propose solutions. Become an expert in the tech systems used for project execution. Track and report operational and efficiency metrics. Possibly manage verification support staff. Coordinate with internal and external stakeholders, including tech partners, research partners, and customer service teams. Community Engagement (20%) Cultivate and maintain relationships with implementing partners, key community members, and local service organizations. Act as the local program representative and community liaison for Rx Kids, supporting partners and educating community members. Build knowledge of the community and identify local resources beneficial for recipients. Organise and attend events and conferences to sensitize communities on program benefits and requirements. Collaborate with communication team members to develop and execute storytelling plans. Participate in program evaluation and scoping strategies to improve operations and recipient satisfaction. What you’ll bring Exceptional alignment with GiveDirectly Values and active demonstration of core competencies: emotional intelligence, problem solving, project management, follow‑through, and fostering inclusivity. Fluency in English is required; proficiency in Spanish, Arabic, or Chinese is a plus. 2+ years of work or volunteer experience in a role requiring project management and coordination of people or resources. Exceptional communication, organisational, and time‑management skills. Strong customer service instincts, skilled problem solving, patience, and high emotional intelligence. Ability to manage day‑to‑day operations and implement process improvements. Quick to learn and become proficient in new technological platforms. Ability to work independently while communicating upward about gaps and risks. Enthusiasm for fast‑paced environments that require learning by doing. Compensation Base salary: $77,147 USD per annum. Bonus may apply. Compensation is determined using a third‑party salary aggregator to ensure it falls within the 75th percentile for similar roles and organisations. No negotiation policy exists to maintain equitable pay across the organisation. Benefits Positive and supportive team with opportunities for advancement. Demonstrated commitment to staff development. Competitive salary and bonus. Robust health benefits (details vary by country). Unlimited paid time off. Desk allowance and flexible work location. GiveDirectly is an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, colour, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. We are committed to safeguarding our recipients, staff, and partners. We perform thorough pre‑hire screening, including reference checks, criminal background checks, and sanctions screening. GD is committed to observing all local, national and international laws protecting people and basic human rights. Zero tolerance is maintained for preventing, reporting, or responding to any form of abuse or exploitation, and we expect all staff to uphold donor protection as a priority. #J-18808-Ljbffr Role, Inc.