Product Operations and Support Strategy Internship

🔥 3 hours ago

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $20 / hour

👨‍🎓 Internship

⚪️ Entry-level

⚡️ Product Operations

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NPR

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1970

📱 Media

🤝 Non-profit

🌍 Social Impact

💰 $4.7M Grant on 2020-05

Media • Non-profit • Social Impact

NPR is a nonprofit organization dedicated to providing breaking news, analysis, music, arts, and podcasts. As a prominent figure in journalism, NPR covers top stories in U. S. and world news, politics, health, science, business, and culture. Among its many offerings, NPR is known for its diverse range of podcasts and programming that include news, music, and cultural topics, thereby fulfilling its mission of public service journalism and cultural exploration.

📋 Description

• Learn Operational Tools & Understand User Workflows: Gain proficiency in core customer support platforms and shadow front-line teams. • Study End-to-End User Journeys: Document the complete lifecycle of a user issue from submission to resolution. • Learn to Drive Cross-Functional Alignment: Conduct informational interviews and build relationships with Engineering, UX, and Content teams. • Develop Skills in Data-Driven Problem Identification: Analyze customer support datasets and implement tracking strategies. • Learn Data-Driven Prioritization: Rank identified issues based on severity, frequency, and business impact. • Learn to Build Scalable Self-Service Solutions: Draft and publish help documentation and troubleshooting guides. • Learn to Design Product Improvement Proposals: Create comprehensive feature or automation proposals.

🎯 Requirements

• Customer Service Experience: Previous retail or food service jobs are relevant. • Basic Troubleshooting: Knowledge of browser developer tools (Inspect Element), clear caches, or identify console errors. • Analytical Mindset: A natural curiosity for digging into 'messy', unstructured data sets. • Clear & Empathetic Communicator: Ability to translate complex software bugs or workflows into simple instructions. • Aspiring Product Leader: Understanding the foundational root causes behind issues and designing permanent product solutions. • Ticketing Systems: Exposure to tools like Zendesk, Jira, or Salesforce. • Must provide a resume and cover letter. • Must be a current student in an accredited degree program or a recent graduate of no more than 12 months from the start of the internship.

🏖️ Benefits

• NPR offers interns a robust package of benefits and resources designed to foster their professional development and support their overall well-being. • Interns are eligible to make elective contributions to the NPR 403(b) retirement plan. • Access to Transit Commuter benefits through HealthEquity. • Membership with the Signal Financial Federal Credit Union. • Free access to on-site Wellness Center. • Free fitness center membership. • Secure bike facilities. • Garage parking. • Onsite cafeteria. • Employee Assistance Program with up to six face-to-face counseling sessions per issue. • Global Guardian worldwide assistance. • Business Travel Accident coverage. • Holiday pay for 10 observed holidays plus one floating holiday per year for interns working 30 or more hours per week. • Accrual of 3.08 hours of sick leave each pay period with no waiting period. • Professional development opportunities, flexible work hours, and telecommuting options.