Manager of Development Services

Position Summary
Our small but growing company is seeking a responsible, reliable Director of Development Operations to direct the internal operations of the Development team. Our organization has a growing database of 173,000 donors and $87 million in donor revenue, with over 270,000 transactions annually from over 150 countries. The position will play an integral role in the quality and vision of our company standards. We are looking for an efficient individual who can work well independently and as a team player. The successful applicant will have a positive attitude, creative problem-solving skills, a desire to work efficiently, and excellent communication skills.

Responsibilities

Gift Processing
• Manage the end-to-end gift processing department, ensuring all gifts are processed accurately, quickly, and in accordance with all accounting policies to help maintain donor confidence.
• Partner with the VP of Finance to ensure accurate processing and reconciliation of philanthropic revenue.
• Understand the various giving instruments (DAFs, IRAs, matching gifts, etc.) and ensure that gift acceptance policies and documentation remain compliant and current.
• Ensure that all gift receipting and acknowledgments, both national and international, are completed accurately and according to government guidelines.
• Work closely with the Finance department and other divisions to ensure the thorough flow of constituent information.

Customer Service
• Oversee the customer service team, ensuring that inquiries are responded to professionally and in a timely manner.
• Coordinate with Marketing and Development to stay well-informed of outgoing communications to prepare for an influx of inquiries, including auto-responses and anticipated FAQs.
• Execute customer service support during peak seasons to maintain prompt responses.

CRM Platform
• Serve as the product owner of our donor CRM, including enhancement requests, and as the key point person between Come And See and the platform, working alongside other third-party support groups as needed (IE: Servant).
• Responsible for onboarding staff for their respective roles and supporting the ongoing proficiency of users as the team’s CRM expert.
• Maintain policies and procedures manual for CRM.
• Ensure that our donor platform accepts international currencies and payment methods for our global donors.

Data Management
• Oversee management of detailed donor records while ensuring the privacy of all constituents by upholding Advancement's confidentiality policies.
• Understand the full functionality of Advancement’s current systems and implement changes as needed to ensure the team utilizes full database functionality for deriving and inputting information.
• Manage the technical maintenance of CRM, including updates and fixes.
• Coordinate with the Information Technology Department to ensure accurate data sharing across platforms, notifying stakeholders when procedures are updated.
• Serve as the primary point of contact for data services vendors.
• Seek continuous process improvement by proactively and continually assessing workflows to identify opportunities for increased efficiency and data integrity.
• Join a network of university advancement data professionals to learn from others’ methods and develop a supportive professional community.

Reporting/Dashboards
• Provide timely and accurate reports for forecasting and analyzing fundraising, marketing, and data management.
• Create and maintain dashboards as requested by the executive team.
• Collaborate with vendors and internal stakeholders to monitor the data between the various finance systems to ensure no data transfer issues.
• Develop measurable benchmarks (monthly, quarterly, and annually) for data input and output.
• Collaborate with the VP of Advancement and Marketing to develop real-time reports indicating annual progress towards Advancement’s fundraising goals.
• Ensure policies and procedures related to gift and pledge processing and prospect management are documented, maintained, and understood by all stakeholders.

Portfolio Management
• Research new and repeat donors while ensuring timely dissemination of information to key stakeholders and assessing portfolio assignments as needed.
• Maintain an organizational-wide process for donor segmentation to ensure that the Advancement and Marketing teams have the right target audiences for our various engagement strategies throughout the year.
• Optimize the prospect identification processes, including wealth screenings for constituent groups, and route them to staff accordingly.
• Conduct data assessments to support strategic moves-management of constituents.

General Tasks
• Participate in scheduled and ad hoc meetings with the Advancement, Marketing, and Finance teams.
• Be cross-trained in all aspects of advancement to support other team members during peak times.
• Perform related duties as assigned.

Supervisory Responsibilities
• Direct Reports
o Gift Processing Team
o Customer Service Team

Reports To
• Senior Director of Philanthropic Partnerships

Knowledge, Skills, and Abilities
• Self-starter with strong initiative.
• Ability to manage multiple and conflicting priorities while completing them on time with minimal oversight.
• Strategic thinker adept at creative problem-solving of complex issues.
• Extensive knowledge of prospect research and wealth screening platforms.
• Ability to understand and apply international donation compliances, fundraising principles, and methodologies to all bodies of work.
• Strong communication and writing skills.

Education and Experience
• Bachelor’s degree in Communications, Marketing, Business, or a related field.
• 5+ years of relevant work experience, preferably in marketing or nonprofit fundraising.
• Expertise in database management and project management.
• Strong leadership and people management experience.
• Demonstrated ability to manage and utilize databases, prior experience using Microsoft 365 and iWave preferred

Physical Demands/Working Conditions

The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working Conditions: Office setting with a forty-hour (+) workweek. This is a hybrid position with dedicated time in the office and flexibility to work from home. The position is primarily indoors.
• Physical Demands: Frequent sitting and use of standard office equipment. Has the ability to lift approximately 15-20 pounds. The ability to hear to take phone calls as well as to clearly communicate verbally.