Operations & Communications Product Manager - 137682

Kick It California (KIC) provides free services to help people quit tobacco and nicotine. Established in 1992 as the California Smokers' Helpline, it was the first statewide, evidence-based, telephone-counseling service for smoking cessation in the U.S. Since then, it has expanded to provide services under two branded programs: KIC and Asian Smokers' Helpline (ASQ). KIC & ASQ combined have a large operation that provides coaching and other services to help tobacco users stop.

KIC provides free cessation phone coaching in English and Spanish to more than 20,000 people annually across California, and quit services via web, chat, text, and mobile app. ASQ provides cessation phone coaching in Cantonese, Mandarin, Korean and Vietnamese to people across the U.S.

Both programs are operated out of UC San Diego's Moores Cancer Center and are funded by multi-million-dollar state and federal grants. The team conducts intervention trials and population surveys related to tobacco control and prevention. In recent years, the team has expanded its work to cannabis research.

The Operations & Communications Product Manager will join a team of Service Delivery, Communications, Clinical, Research, and IT professionals responsible for maintaining and enhancing services across all programs and communications channels.

The Operations & Communications Product Manager's primary goal is to support KIC and ASQ in reaching, enrolling, and serving target audiences while meeting contractual obligations to funding agencies.

Under the general direction of the Program Director, the Operations & Communications Product Manager will be expected to obtain and maintain an understanding of the following key areas to ensure overall program health and to help identify areas for growth: Client experience - from initial client acquisition to services delivered across phone, web, chat, text, and mobile app, and the evaluation of each of those services; Data - service volumes, client demographics, and quit outcome/satisfaction rates; Technology - systems used for marketing and client service delivery

Primary Responsibilities: Regularly meets with managers responsible for Service Delivery and Information Technology to ensure an efficient and effective client experience; Regularly reviews service data related to phone, text, chat, and mobile app to identify trends and make change recommendations to ensure a positive client experience and adherence to contractual deliverables; Assists with conceptualizing new or enhanced technological products to improve services; Independently develops and manages the implementation of short-term and long-term plans for outreach, referral and service; Independently develops project plans and manages the design, development, testing, and documentation of select products, services, or enhancements; Develops and participates in outreach activities and informational campaigns to promote awareness of products or services; Assists with progress reporting to funders - requesting data from research team, coordinating staff contributions, writing, reviewing, and submitting; Creates and presents data-informed presentations to staff, funders, and partner organizations; Participates in research by helping with research questions and implementation; Assists the Research Director in determining process indicators to be used to evaluate programs and services, reviews process data that have a bearing on studies or overall program evaluation and uses these data to determine the need for changes in resource allocation; Presents program results through promotions, meetings, and conferences.

• Seven years of related experience, education/training, OR a Bachelor's degree in related area plus three years of related experience/training.

• Demonstrated experience using customer relationship management systems, like Hubspot, Salesforce, etc.

• Broad knowledge of product development concepts, practices, standards and processes.

• Demonstrated ability to identify key issues critical to the organization's need and the success of a desired product, service and enhancement.

• Proven ability to research, collect and analyze information to use in determining product options or alternatives.

• Strong organization and project management skills.

• Strong oral communication skills to effectively convey and explain information.

• Strong written communications skills to draft clear, concise documentation, reports and specifications. Ability to write and design presentations and reports for a variety of audiences.

• Ability to lead, build consensus and promote the exchange of information among project team, internal and external constituencies.

• Thorough knowledge of Microsoft Office Suite software.

• Five years or more of relevant experience.

• Experience working with school-based programs.

• Experience working in public health, tobacco or marijuana cessation.

• Employment is subject to a criminal background check.