US Program Associate

Responsibilities

• Recipient Experience & Customer Service (40%)
• Support customer service, including directly supporting recipients via an email-based help desk and through phone support
• Coach applicants through the intake process with a focus on applicants who are experiencing significant barriers
• Case manage applicant/recipient concerns, adhering to GiveDirectly's safeguarding and protection policies
• Meet periodically with recipients in person to build trust and to identify problems or areas for program or process improvements
• Serve as a trusted resource for recipients, responding to their communications in a timely and professional manner
• Respond to and resolve one-off recipient issues through communication, data entry, and/or escalation of more serious matters to the appropriate individuals
• Community Engagement (40%)
• Cultivate and maintain relationships with implementing partners, key community members, and local service organizationsServe as the local program representative and community liaison for Rx Kids, supporting local partners and educating community members of program policies
• Build knowledge of the community we are working in, and support with identifying existing local resources or services relevant for recipients
• Organize and attend events, conferences, and similar programs to sensitize communities on program benefits and requirements
• Collaborate with communication team members to develop and execute on storytelling plans
• Participate in program evaluation and scoping strategies to improve program operations and enhance recipient satisfaction
• Direct Program Support (20%)
• Support a range of operational and project management duties to ensure GiveDirectly's U.S. projects are executed with excellence and in line with our values, particularly "recipients first"
• Lead select operational processes, including overseeing a team of customer service agents and conducting recipient follow-up surveys
• Support other field ops processes

Additional Information

GiveDirectly has delivered more than $1B in cash directly to 2+ million people living in poverty across 15 countries since 2011. We believe cash transfers are one of the most scalable, cost-effective, and dignified forms of aid, with the research to back it up. Our work has been covered by The Economist , NPR , TED , and The Washington Post . We are one of Time100's Most Influential Companies of 2026. Our culture is candid, analytical, and non-hierarchical. We support high ownership and real professional growth. Curious about what it's really like to work here? Read our values and hear from the people who do . If they resonate, this could be a great fit! Location: Michigan, US For this role, we are looking for candidates based in Michigan with a preference for those based in Detroit or the metro Detroit area 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 GiveDirectly'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. You will be expected to support Managers and Senior Managers across multiple projects, and as a result, you must be excited to work in a fast-paced environment and be comfortable managing multiple workstreams at one time. Through this, you will have the opportunity to learn and develop new skills on a fast-growing team. Associates should be able to: Support multiple projects and workstreams simultaneously (multi-task), especially by driving process (e.g. metric tracking, survey design) Over time, own whole components of projects, including but not limited to customer service and/or delivering payments Proactively identify areas for efficiency in projects and team management (e.g. streamlining customer service management) Support community engagement and coordination, including acting as a liaison for partner organizations and community members as appropriate Reports to: US Program Manager Level : Associate Travel Requirement: This role will require commuting within a candidate's base location. 3-4 days per month in order to support in-person activities related to community outreach and program launch. In addition, there will be travel to New York or elsewhere in the US for team events 2-3 times per year. Costs incurred for work-related travel will be reimbursed.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at givedirectly? Share your experience