Managing Director of Customer Experience (CX) & Marketing Strategy, The Contingent
$110-115k
Senior and Expert level
Austin
1-2 days a week in office (While this is a hybrid position, The Contingent is open to hiring in Texas, Georgia.)
Leveraging data and technology to mobilize community and empower leaders
Job no longer available
Leveraging data and technology to mobilize community and empower leaders
21-100 employees
B2BProduct Management
Job no longer available
$110-115k
Senior and Expert level
Austin
1-2 days a week in office (While this is a hybrid position, The Contingent is open to hiring in Texas, Georgia.)
21-100 employees
B2BProduct Management
Company mission
To empower leaders and mobilize community for the common good.
Role
Who you are
- Strategic Team Leadership & Cross-functional Collaboration
- Strong understanding of user-centered design, product feedback loops, customer journey mapping, digital experience best practices, and turning insights into action
- Demonstrated ability to influence product direction and service design through customer feedback and behavioral data
- Deep understanding of user communications, including audience segmentation, marketing channels, CX engagement, brand alignment, and values-based storytelling
- Hands-on experience with tools like Microsoft Dynamics 365, Customer Relationship Management (CRM), Azure Devops (ADO), Asana, Google Analytics, Meta, Hotjar, Figma, or equivalent platforms for marketing and CX management
- Excellent leadership skills with a history of building, mentoring, and managing cross-functional teams (Marketing, CX, Product, Engineering, Data Analytics, and Programming)
- High emotional intelligence and demonstrated ability to engage and communicate across diverse audiences (community stakeholders, senior executives, and technical teams) with cultural intelligence, intentional listening, and a deep commitment to inclusion, respect, and equity
- Strategic thinker with strong data fluency—comfortable building customer strategies, setting Key Performance Indicators (KPIs), analyzing campaign and CX data, and making data-informed decisions
- Comfortable navigating ambiguity, leading in a startup environment, and wearing multiple hats in a fast-paced setting with a calm, solution-oriented position
- Experience supporting teams of entry-level professionals and coaching rising leaders in their development
Desirable
- Experience with human-centered design or service design
- Familiarity with nonprofit budgeting models or advocacy communications
- Experience managing remote or distributed teams
- Knowledge of best practices in data privacy and AI regulation
- Lived experience that reflects the communities we serve and/or the child welfare space
What the job involves
- The Managing Director, Customer Experience (CX) & Marketing Strategy is responsible for shaping and executing a unified and holistic strategy for engagement, brand, and product positioning that puts stakeholders — users, partners, and community members — at the center of The Contingent’s mission and messaging
- This leader will drive our marketing and CX strategies, ensuring user insights inform product development, and lead the design and delivery of compelling, values-driven marketing campaigns and customer experiences that drive awareness, trust, and impact
- Strategic Team Leadership & Cross-functional Collaboration
- Define and lead the strategic vision and roadmap for Customer Experience and Marketing, encompassing the end-to-end customer lifecycle, product-market positioning, and integrated campaign strategy
- Collaborate with product, engineering, programming, and operations teams to align on user needs and impact metrics, ensuring a unified approach to delivering meaningful and measurable outcomes
- Lead, manage, and mentor high-performing teams across marketing, branding, CX, and communications, fostering a community-centric culture that elevates the voices and stories of those we serve
- Represent the voice of the customer through data-driven insights and reporting, ensuring that customer needs meaningfully inform strategic decisions and foster organizational alignment
- Customer Experience Strategy
- Lead the vision and execution of a holistic customer experience across all touchpoints (campaigns, product, support, communications, brand, design, etc.)
- Implement systems to gather and act on user feedback, ensuring alignment with product development and organizational goals
- Develop and implement processes that improve user satisfaction, incorporating feedback to refine messaging, outreach, and experience design
- Champion accessibility, inclusivity, and usability in the design of our digital platforms and services
- Marketing Strategy & Brand Leadership
- Develop and oversee an integrated growth marketing strategy that elevates our mission, drives engagement, and supports fundraising and partnership growth
- Leverage data-driven customer insights and lifecycle analytics to inform marketing strategies, identify engagement trends, and drive continuous improvement
- Lead culturally competent storytelling efforts that inspire and mobilize community members and translate complex technology into compelling narratives centered on human impact and community outcomes
- Oversee and cultivate a consistent brand identity and voice across all public-facing channels, ensuring market differentiation and alignment with mission, values, and audience needs
- Product Marketing & Positioning
- Guide the strategic development and execution of the market positioning for The Contingent on a national scale, ensuring alignment with organizational goals and mission
- Drive the creation of impactful marketing collateral and content that supports the Every Child national expansion, directly contributing to sales and outreach efforts
- Collaborate with cross-functional teams to ensure consistent and compelling product messaging across all channels, reinforcing brand identity and value propositions
- Monitor market trends, competitor activity, and stakeholder feedback to continually refine positioning and maintain competitive differentiation
- Support the sales team with tools, resources, and messaging to effectively communicate the value of The Contingent and its initiatives to key stakeholders and potential partners
Application process
- 1. Apply
- 2. Screening call with human resources representative
- 3. Meeting with Hiring manager
- 4. Panel Interview
Our take
The Contingent is a nonprofit using technology and community collaboration to address pressing social challenges. It partners with government agencies, nonprofits, and businesses to support foster care systems, connect underrepresented talent to career opportunities, and develop innovative solutions for community issues.
Its made a huge impact too, with over 31,000 volunteers actively supporting children and families, more than 12,000 community members are exploring foster care, and over 500 interns has been placed in career-building roles. These efforts really demonstrate The Contingent's effect in creating real change.
Steph
Company Specialist at Welcome to the Jungle
Company
Company values
- Listening: At The Contingent, we place a high value on listening. It’s the key to co-designing our products and programs in a way that truly serves and empowers communities with excellence
- Accountability: The Contingent holds itself accountable to improve outcomes by publishing our results real-time. Every week, we evaluate our data and make no excuses in asking the question, “How will we get better today?”
- Action: We are a team trained for action. We don’t sit on good ideas—we bring them to life. From documenting concepts for clarity and seeking feedback to testing viability and making immediate adjustments, we’re always moving forward
- Innovation: At The Contingent, we don’t cling to outdated methods or fear failure. We embrace bold challenges, use technology for good, and rely on both qualitative and quantitative data to guide our work
- Radical Hospitality: Radical hospitality is at the heart of everything we do. It creates space for transformation, offering a place where compassionate truth-telling thrives, and needs are met—even at a personal cost. Our brand of hospitality disrupts the status quo, driving change in profound and meaningful ways
Company HQ
Portland Downtown, Portland, OR
Leadership
Ben Sand
(CEO)Ben is also the CEO of Portland Leadership Foundation. They previously spent over 12 years at Warner Pacific University as an Adjunct Professor and Strategic Advisor to the President. Prior to that, they spent nearly 12 years at Degrees of Change as a Strategic Director.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job