Audience Operations Specialist

Job Description

Job Description

Audience Operations Specialist

Who Are We

We are a global community that is driven by the creative spirit of Los Angeles. Through an inspiring mix of music, news, and culture, we bring joy and connection – online, in-person and on the radio. Always excellent, accessible, and often unexpected, we are a constant source of fuel for the imagination, education and good vibes. At least, that is what our members tell us.

As NPR’s flagship member station in Southern California for more than 30 years and a community service of Santa Monica College, KCRW is the next generation of public media.

How You’ll Make An Impact

The Audience Operations Specialist plays a critical role in supporting the systems that power audience growth and engagement. You’ll be the first line of support for the tools our teams rely on, from project management platforms to CRM and AI tools. You’ll help us uncover smarter, more efficient ways of working.

This is a great opportunity for someone who enjoys improving processes, supporting teammates, and connecting the dots between tools and strategy. You’ll work across the entire Audience Department, helping everyone use our tech stack with confidence and clarity.

The position reports to the VP, Membership and Marketing, and is a full-time, non-exempt position.

Here’s What You’ll Do :

Systems Support

Serve as team lead on newly adopted tech systems and optimize team use

Audience tech systems superuser, fielding internal team questions

Escalate complex issues to the CRM Systems Specialist, Salesforce Consultant, and tech team.

Maintain support documentation and help onboard new team members to key tools.

Project & Workflow Optimization

Partner with the Audience and Development team leads to identify bottlenecks and recommend improvements.

Lead projects that reduce manual tasks and introduce automation or AI-driven enhancements. Manage timelines, stakeholder check-ins and feedback, vendor relationships, and internal communications and updates.

Data Analysis & Insights

Support data and reporting requests across the team. Create and maintain reports, dashboards, and data exports.

Translate complex data into actionable insights to inform team decisions.

Audience Team Support

Staff audience events as assigned

Perform additional tasks as required or assigned

Must be self-motivated, with limited direction from manager

Here’s What You’ll Bring :

2+ years of experience working in business operations, systems & process improvement, or tech project coordination (preferably in the media, entertainment, or nonprofit industries)

1+ years of experience with data reporting analytics

Advanced Excel and Google Sheets skills

Skilled in project management tools (e.g., Monday.com), content management systems (e.g., Contentful), CRM platforms (e.g., Salesforce NPSP, HubSpot), AI tools (e.g., ChatGPT, Gemini), and analytics tools (e.g., Domo, Google Analytics)

Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders and build positive relationships easily and with authenticity at all levels of the organization

Ability to interact effectively with cross-functional teams and external vendors

Ability to quickly learn new systems & processes and a commitment to continuous improvement

Excellent troubleshooting skills, with a keen eye for identifying issues, diagnosing problems, and implementing solutions quickly and effectively

Strong analytical skills, able to use data to make informed decisions and improve performance

Ability to thrive in a fast-paced, ever-changing environment with evolving product priorities

Love of Los Angeles, KCRW, and its mission.

What We Offer

Salary Range : $33.65- $38.46

Eligible for overtime and premium working holiday pay rate

Sick Leave award

Vacation Leave accrual

Paid Holidays

Health insurance (including medical, dental, vision, FSA, life and AD&D) eligibility

403(b) with company match

Passionate office environment surrounded by an incredible community of curious and talented colleagues

KCRW is a qualifying employer under the Public Service Loan Forgiveness (PSLF) program - read more here to determine your eligibility

KCRW aims to be representative of Southern California, and candidates with traditionally underrepresented backgrounds and perspectives are encouraged to apply.

KCRW is an equal opportunity employer and actively recruits to promote diversity in our workforce. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, status as a parent, national origin, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.