US Program Associate Cleveland, OH

About this role

The U.S. Program Associate will support implementation for large-scale cash initiatives in the U.S. As a critical member of Give Directly’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 and support U.S. Program Managers and Senior Managers across multiple projects.

While the role focuses on the Rx Kids program — a universal, unconditional cash allowance program for expectant parents and infants that is expanding from Michigan to Ohio — it requires cross-functional collaboration and operational excellence across all program stages. Key responsibilities (approximate percentages):

• Lead customer service, handling recipients via email help desk and phone support; may oversee additional staff as the program scales.
• Coach applicants through the intake process, especially those facing significant barriers.
• Case‑manage applicant or recipient concerns, following safeguarding and protection policies.
• Meet with recipients in person to build trust and identify issues or improvement opportunities.
• Respond to recipient communications in a timely and professional manner.
• Resolve individual recipient issues, escalating serious matters as needed.

• Support operational and project‑management tasks to ensure excellence in U.S. projects.
• Lead verification processes and oversee verification staff as the program scales.
• Support field operations such as payment execution and follow‑up surveys.
• Maintain knowledge‑management and process documentation, refreshing protocols regularly.
• Collaborate with the U.S. team to identify process challenges and propose efficiency and recipient‑experience solutions.
• Become an expert in the tech systems used for project execution.
• Track and report operational and efficiency metrics.
• Manage verification support staff when applicable.
• Coordinate with internal and external stakeholders, including tech partners, research partners, and customer‑service teams.

• Build and maintain relationships with implementing partners, key community members, and local service organizations.
• Represent Rx Kids as the local program liaison, educating partners and community members.
• Support identification of existing resources or services relevant for recipients.
• Organize and attend events and conferences to sensitize communities about program benefits.
• Collaborate with the communications team to develop and execute storytelling plans.
• Participate in program evaluation and scoping strategies to improve operations and recipient satisfaction.

• Exceptional alignment with Give Directly values and 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 involving project management and people coordination.
• Excellent communication, organizational, and time‑management skills.
• Strong customer‑service instincts, including problem solving, patience, and high emotional intelligence.
• Ability to manage day‑to‑day operations and propose and implement process improvements.
• Quick learning and proficiency in new technology platforms.
• Demonstrated ability to work independently and communicate upwardly about gaps and risks.
• Enthusiasm for fast‑paced environments lacking a defined playbook for success.
• Experience with low‑income or historically marginalized communities is welcomed and encouraged.

At Give Directly, we use a third‑party salary aggregator to align with the 75th percentile of comparable roles. The base salary for this position is $77,147 USD per annum. We have a no‑negotiation policy to ensure equitable pay across roles.

• A positive, supportive team with opportunities for advancement.
• A commitment to staff development and growth.
• A competitive salary, including bonus.
• A robust health‑benefits plan (details vary by country).
• Unlimited PTO to encourage rest.
• A desk allowance and flexible work location.

Give Directly is an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law.