Director of Audience Care

Director of Audience Care

Denver, CO

Rocky Mountain Public Media, Inc. (RMPM) is the parent company of Rocky Mountain PBS, KUVO Jazz, and The Drop. Over a million Coloradans turn to Rocky Mountain PBS, KUVO Jazz, and The Drop to discover provocative and inspiring local, national, and international programming; find diverse viewpoints; score front row center seats to world‑class performances; and experience lifelong learning opportunities every month.

At RMPM we believe our differentiator will be our capacity to create and deepen relationships with people through our media experiences and mission to strengthen the civic fabric of Colorado. The organization strives to embed the Friendship Business Model across all layers of RMPM – connecting our content, experiences and platforms through a human‑centered system that ensures audiences feel genuine friendship and belonging.

The Director of Audience Care is a critical role for RMPM’s transformation into a friendship‑based organization
, ensuring that every person who encounters RMPM feels welcome, known, included, supported, and connected.

This position evolves the work of audience services into a more expansive scope as the organizational stewards of trust, care, listening and relationship intelligence with our audience. This leader supports the revenue, content, and operational teams by ensuring support is not treated as a transactional service function, but as a strategic capability that strengthens trust and deepens friendships  part of the Relational Operations leadership team, the Director of Audience Care helps translate individual interactions into organizational learning – ensuring that audience needs, feedback, and experiences shape decision‑making across the organization.

This position will be key to building and implementing new audience care & listening systems, innovative team structure, and daily trust‑building practices that ensure people feel heard, known, supported, connected and valued across every interaction across RMPM. This leader will actively support our promise of demonstrating, measuring, and improving how consistent friendship is not just metaphorical but operational – embedded across the various touchpoints we have with communities and people every day.

This leader is responsible for the Friends Support Team and is accountable for audience care operations, CRM‑informed relationship insights, support channels, and feedback loop systems across RMPM.

• Lead audience care operations across all existing support channels (CRM, phone & text lines, & email workflows) and develop and implement new organization‑wide support channels, establishing friendship care standards rooted in empathy, responsiveness, and trust.
• Own and continuously improve audience/member service standards, including response time expectations, issue categorization, escalation protocols, documentation standards, and resolution quality.
• Ensure consistent support experiences across brands and platforms – focusing on closing feedback loops so people feel heard.
• Creatively lead team projects to reduce friction at "friendship interaction" points across RMPM & establish escalation pathways to effectively address complex relationship concerns.
• Lead, coach, and develop team by establishing effective workflows & service level agreements, setting behavioral standards that align with the principles of belonging, balancing efficiency with relationship quality, and fostering a team culture of learning and continuous improvement.
• Build a cohesive Audience Care team structure within RMPM and through management of our external service support agency partner by identifying and adding capacity, skills & knowledge and generate creative solutions using available resources (deploying innovative technology solutions, developing focused and effective positions, effectively managing internal and external partnerships, identifying short‑term contract/consultant projects that will get us closer to our goals).
• Build closed‑loop feedback practices so audience/member concerns are not only resolved individually, but also reviewed…