Director of Audience Care Job at Rocky Mountain PBS in Denver

Job Summary

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 our network to discover provocative and inspiring local, national, and international programming; find diverse viewpoints; score front‑row seats to world‑class performances; and experience lifelong learning opportunities every month.

RMPM believes its differentiator will be its capacity to create and deepen relationships with people through media experiences that strengthen the civic fabric of Colorado. The organization is transitioning to a friendship‑based model, 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 in this transformation, ensuring that every person who encounters RMPM feels welcome, known, included, supported, and connected.

Key Responsibilities

Audience Care Team Leadership

• Lead audience care operations across all existing support channels (CRM, phone & text lines, & email workflows) and develop and implement new organization‑wide 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 and establish escalation pathways to effectively address complex relationship concerns.


• Coach, develop, and manage the team by establishing effective workflows & service level agreements, setting behavioral standards that align with principles of belonging, balancing efficiency with relationship quality, and fostering a culture of learning and continuous improvement.


• Build a cohesive Audience Care team structure, managing external service partners, adding capacity, skills, and knowledge, and generating creative solutions with available resources, including technology solutions and contract projects.


• Build closed‑loop feedback practices so audience/member concerns are not only resolved individually but also reviewed for patterns, root causes, and system improvements.

Data Integrity & Relationships Intelligence

• Maintain CRM health and data integrity through effective management of internal and external partners.


• Ensure transactions with members and donors are handled with care and consistency, supporting investment teams in stewarding long‑term relationships built on trust.


• Handle audience and donor data consistently with privacy, confidentiality, data security, gift processing, and records management expectations.


• Establish and maintain metrics such as audience care satisfaction, responsiveness, retention, and relationship health that inform organizational decision‑making.


• Develop regular insights reports, including recurring themes, pain points, service trends, sentiment, unresolved issues, retention risks, and recommend operational improvements.


• Translate frontline learning into organizational recommendations, sharing relevant insights with other operational, content, or revenue teams.


• Partner with digital and friends investment/revenue teams to co‑design data systems and tools that deepen friendship lifecycle understandings across the five stages of belonging (Welcome, Known, Supported, Included, and Connected), helping RMPM maintain a whole‑person understanding of friends over time.

Cross‑Functional Strategy & Partnership

• Partner closely with the Friends Marketing Director, Friends Events Director, and Membership, Major Gifts, and Underwriting Team Leaders to align with and develop the friends support strategy, projects, and ongoing activities.


• Participate as a strategic learning partner around how to operationalize the friendship business model, ensuring people are at the center of our decisions and work.


• Engage as a critical cross‑departmental thought partner in how we shift from managing audience interactions at scale to strengthening trust, from resolving cases to learning what matters to people in Colorado, and from providing support only to establishing systems that steward a sense of belonging with our friends.

Minimum Qualifications

• 7+ years of progressive experience leading audience engagement, customer care, and donor services.


• 3+ years of leading people and teams.


• Deep understanding of public media, nonprofit, or mission‑driven ecosystems.


• Energized by roles that integrate close collaboration & trust building with people while simultaneously executing operationally rigorous projects.


• Proficiency with CRMs or customer service platforms (Revolution‑ROI Solutions), Project Management tools (e.g., Monday or Jira), and Outlook/Slack/Teams/G‑Suite communication tools.


• Exceptional communicator and facilitator, able to turn abstract vision into daily practice.


• Experience designing service operations and feedback systems.


• Demonstrated ability to lead through ambiguity, redesign workflows, build trust with existing teams, and move a function from reactive service delivery to proactive relationship management.

Preferred Qualifications

• Deep commitment to RMPM's mission of belonging and community‑powered media.


• Experience in public media, nonprofit membership, fundraising, arts/culture, civic, or mission‑driven environments.


• Values patience, listening, experimentation, and co‑creation.


• Comfortable working in ambiguity, iteration, and developmental change.


• Balances strategic vision with hands‑on operational alignment.


• Sees relationships, not transactions, as the foundation of sustainable success.

Success in this Role

• Audience satisfaction and responsiveness metrics.


• Establishment of quality standards of practice & audience care systems.


• Audience care data quality and integrity measures.


• Closure of audience feedback loops.


• Relationship intelligence reporting adoption.


• Team engagement and development.


• Cross‑functional partnership effectiveness.


• A positive, proactive, and solutions‑oriented mindset.

Diversity & Inclusion

We are committed to building a diverse, inclusive, and authentic workforce. If you are excited about this role and your previous experience does not align perfectly with every qualification, we encourage you to apply!

Work Environment

This position works primarily in office, studio, and/or field environments and is a hybrid role with a minimum of three (3) days required in office. The role requires a flexible schedule, including occasional evenings and weekends, and travel throughout the state and beyond as needed.

Physical Demands

Ability to lift and carry production equipment up to 10 lbs. Reasonable accommodations may be made for disabilities.

EEO Statement

Rocky Mountain Public Media embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. As such, Rocky Mountain Public Media does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Salary

$89,700 – $115,300 per year