Make-A-Wish America

• Monitor and triage alerts from security tools (SIEM, EDR/XDR, firewalls, email security, cloud security platforms) • Conduct initial investigation and documentation of potential security incidents and escalate as needed • Assist with identity and access management tasks, including user provisioning, access reviews, and MFA/SSO support • Support vulnerability scanning cycles and help track remediation progress • Perform routine security checks to ensure tools and controls are functioning as expected • Assist with researching new threats, vulnerabilities, and security best practices • Support security awareness initiatives and phishing simulation programs • Participate in security incident response activities under guidance from senior staff • Assist in maintaining security documentation, policies, procedures, and reports • Collaborate with IT teams and the MSSP to resolve security-related tickets and inquiries • Support configuration and tuning of existing security solutions under supervision • Work closely with our Managed Security Services Provider (MSSP) and IT teams to review alerts and investigate security incidents • 24/7 Availability for Identity & Access Management, Security Incident Response and Escalation • Performs other related job duties, as assigned

• Manages the fulfillment of celebrity and sports-related wishes, acting as a primary point of contact between Make-A-Wish chapters and talent representatives, including agents, publicists, and team PR managers.  • Delivers high-touch customer service to Make-A-Wish chapters and international affiliates, ensuring all logistics are handled with empathy, professionalism, and responsiveness.  • Coordinates multiple aspects of the wish experiences, including scheduling, talent communication, onsite support (where-needed), and contingency planning.  • Builds and maintains relationships with key entertainment and sports contacts to support ongoing and future wish opportunities.  • Ensures that wish experiences are tailored to the unique needs and preferences of each wish child and family, with close attention to medical, mobility, or scheduling requirements.  • Leads cross-functional planning and logistics for wishes involving athletes, celebrities, influencers, or media properties, ensuring alignment with Make-A-Wish brand values.  • Maintains and updates Salesforce CRM records, tracking wish statuses, follow-ups, and industry engagement; generates reports to support planning and workload management.  • Attends select events and wish experiences, providing onsite support and relationship management when appropriate; identifies and deploys local volunteers when travel is not feasible.  • Collaborates with internal and external teams to gather stories and visuals from wish experiences for potential media and promotional use, obtaining all necessary approvals and releases.  • Creates and maintains celebrity and talent contact profile database.

• Oversees day to day entry and processing of constituent and donor data into CRM in a timely manner with a high degree of accuracy. • Works directly with leadership to complete special projects and ensure all work is completed timely and accurately. • Work with leadership to update, enforce, and provide input on all processes and procedures within the donor care function. • Ensures an exceptional level of customer service is provided to donors, general public and chapters. • Responsible for training and management of external vendor partners, ensuring accuracy and timely completion of tasks. • Serves as primary point of contact for outsourced customer service agent; answers questions and manages escalated issues, questions and concerns. • Performs and oversees data entry, importing and processing of donor information, donations, and gift batches, into enterprise CRM ensuring accuracy of donor information and gift coding. • Leads whitemail and ACH gift batch entry, review and processing in CRM. Manages process improvements in these areas. • Enters requisite donor data; relationship, gift reference, contact, and solicitation information. Performs clean-up of donor and gift data as needed. • Ensures returned mail and matching gift request forms are processed appropriately and in a timely manner. • Completes complex helpdesk tasks in a timely and accurate manner, ensuring the highest level of customer service for donors, chapters and the general public. • Guarantees that all service level agreements are met and assesses chapter needs to achieve satisfaction. • Assists with the tracking and distribution of funds to Make-A-Wish Chapters. • Assist in creating, updating, and implementing new Standards of Use (SOUs) or Standard Operating Procedures (SOPs); update Donor Care Manual as needed. • Completes and stays up to date with the latest trainings and best practices. • Leads team in process improvement for the following activities: importing; donor acknowledgement; gift coding, batching, and general data entry; NetSuite integration; monthly reconciliation; special gift procedures (stock, pledges, matching gifts). • Leads training of internal teams and chapter staff on data entry, management and cleanup best practices. • Manages, performs and trains others in routine data cleanup tasks to maintain data integrity enterprise wide. • Assist other teams with Fundraising initiatives as needed. • Performs other related job duties, as assigned.

• Manages and coordinates in-kind programs in support of wish granting. • Supports chapters by developing and delivering training and onboarding materials on national in-kind program processes. • Monitors effectiveness of in-kind portfolio through analyzing chapter utilization and in-kind program impact on direct wish expenses. • Informs decisions on targeted deployment of in-kind resources, where applicable, to ensure the greatest enterprise-wide impact. • Develops and maintains an understanding of chapters’ in-kind needs, including creating effective communication channels. • Collaborates with Corporate Alliances team in securing and developing high-impact in-kind resources for chapters. • Analyzes, tracks and reports on both cash and in-kind programs. • Synthesizes and shares chapter and donor feedback to improve program impact. • Directly completes booking requests for in-kind resources when centralized booking is needed. • Prepares and updates program documentation, including request forms, process documents, and fact sheets. • Supports day-to-day management of in-kind programs. • Performs other job duties, as assigned.

• Support development of campaign plans and execute activation elements for MAW national drive periods. • This includes supporting the development of activation materials and planning content such as chapter toolkits, and execution of campaign activation elements including media (paid, PSA and in-kind) and events. • Liaise with various stakeholders across the organization to align on business objectives, revenue goals, assets needed, celebrity/influencer requests, prioritization and other relevant campaign needs. • Synthesize campaign priorities with stakeholder objectives and needs to produce alignment documents and creative brief recommendations to the Director of Campaigns. • Translate campaign objectives and direction to drive social media, earned media, and entertainment marketing activation strategy recommendations (to Director of Campaigns and/or Social Media/PR/ESR leaders) and support planning. • Work with internal and external creative resources on development and delivery of creative materials such as campaign storytelling content, paid/in-kind advertising and PSAs. • Coordinate with Corporate Alliances on partner deliverables across MAW owned channels, ensuring clear communication to the appropriate channel owners. • Troubleshoot and propose solutions when campaign prioritization conflicts arise, elevating issues when necessary for resolution. • Collaborate with project management, creative services, and communications team to ensure key deadlines are being met, and to evolve and optimize the planning and development process. • Conduct periodic campaign reviews with stakeholders to assess effectiveness and optimize campaign resources and assets. • Collect performance data, revenue results, anecdotal feedback, etc. to inform a thorough and actionable activity evaluation and reporting, such as post-campaign debriefs or PSA performance tracking. • Manage the process of collecting and reflecting chapter feedback on campaign resources and assets. • Work with and support Director budgeting and billing, RFPs and agency/vendor management. • Performs other job-related duties, as assigned.

• Expertise in designing secure networks, systems, and application architectures • Manage/implement design, installation, configuration, setup, testing, troubleshooting, documentation of security solutions including IAM, endpoint security, firewalls, email security, content filtering and security awareness. • Proficient with networks, systems, applications, and cloud security • Proficiency with risk assessment and vulnerability scanning tools, technologies, and methods • Escalation point for security-related incidents • Proactively report possible threats and or vulnerabilities • Proactively research weaknesses and find ways to counter them • Find cost-effective solutions to cybersecurity problems • Information Technology Security representative on IT projects to provide security advice, expertise, and recommendations • Conduct security awareness training • Planning, researching, and developing security policies, standards and procedures • Ensure the tuning and effectiveness of security tools deployed across the environment • Work closely with our Managed Security Services Provider (MSSP) and IT teams to review alerts and investigate security incidents • 24/7 Availability for Identity & Access Management, Security Incident Response and Escalation • Performs other related job duties, as assigned

• Embedded Chapter Support and Wish Execution • Deployed into chapters as an interim resource, assuming responsibility for day-to-day wish granting functions as requested • Ability to manage: Qualification and Onboarding; Wish Discovery and Design; Family, Volunteer and Vendor Engagement; Budget Management; Documentation and Compliance; Coordination of Travel and Non-Travel Wishes • Rapidly assess chapter workflows, caseloads and risk areas and independently prioritize and execute work to stabilize and advance wish pipelines. • Conducts comprehensive assessments of chapter wish operations to identify opportunities for performance improvement, risk mitigation, operational consistency, and scalability. • Support chapters in effectively leveraging national in-kind partnerships, assets, and inventories to enhance wish quality, operational efficiency, and cost effectiveness. • Support enterprise wish enablement efforts, including identifying, coordinating, and facilitating the transfer of wishes to chapters with available financial or operational capacity. • Partner with chapter leaders and Make-A-Wish America colleagues to remove barriers that delay or prevent wish fulfillment (wish, medical and volunteer). • Ensure smooth handoffs and clear communication between originating and receiving chapters. • Track progress and outcomes of enabled wishes to support transparency and accountability. • Provide stabilization support during chapter leadership or staffing transitions, ensuring wishes continue to move without interruption. • Document processes, outstanding work, and transition notes to support long term chapter sustainability. • Serve as a trusted operational advisor to chapter CEOs and mission leaders during high change periods. • Supports chapter mission leadership by providing strategic consultation and guidance related to program services. • Work closely with Chapter Relationship Leaders, Mission Advancement, Chapter Operations, Volunteer Engagement and chapter staff to align execution with Make-A-Wish America standards, policies, and strategy. • Represent national office with professionalism, credibility, and a solutions oriented mindset while embedded in chapters. • Share insights, trends, and operational learnings to inform continuous improvement across the network.

• Conduct Comprehensive Assessments: Perform thorough assessments of chapters to identify key areas of improvement and formulate actionable recommendations. • Develop Improvement Strategies: Collaborate with cross-functional teams to design and implement tailored strategies to address identified challenges and opportunities for improvement. • Financial Analysis: Analyze financial statements, budgets, and performance metrics to identify trends, anomalies, and areas for financial optimization. • Operational Efficiency: Streamline and support the optimization of operational processes within chapters to enhance efficiency, reduce costs, and improve overall performance. • Performance Metrics Monitoring: Monitor key performance indicators (KPIs) to track progress and measure the success of improvement initiatives. • Stakeholder Engagement: Work closely with chapter leadership, department heads, and key stakeholders to ensure alignment with improvement objectives and foster a collaborative approach to change. • Implementation of Best Practices: Introduce industry best practices and benchmarks to drive and support continuous improvement in overall chapter operations. • Team Collaboration: Collaborate with internal teams, including finance, operations, development, and mission to ensure seamless execution of improvement initiatives. • Training and Development: Along with chapter leadership, identify skill gaps within teams and develop training to enhance the capabilities of personnel. • Risk Management: Assess potential risks associated with improvement initiatives and develop contingency plans to mitigate any adverse effects. Being a critical liaison between the National Office and chapters in communicating opportunities, concerns/learnings and positioning themselves as a facilitator/enabler of building understanding and driving to solutions.

• Establish and execute annual and long-term strategic plans for brand and marketing campaigns aligned to organizational priorities. Drive continuous improvement in campaign performance against KPIs, and identify opportunities for innovation and transformative growth that benefit from long-range planning. • Set strategic direction for existing and new campaigns and set the standard for “execution with excellence” to deliver Make-A-Wish revenue and brand equity objectives. Build alignment and adoption across a nationwide network of independent chapters within a federated model. • Lead through influence across a broad cross-functional network, beyond two direct reports who drive day-to-day execution of campaign strategies, plans, and tactics. Translate campaign objectives to subject matter experts and mobilize resources across teams including Creative, Social Media, Earned Media, and Entertainment Marketing. • Accelerate revenue growth by developing campaigns that drive mass-market fundraising (direct response, peer-to-peer) and improve corporate partnership performance. Create strategies and plans that increase revenue, and ensure the Director’s team serves as partners and liaisons between revenue teams and the Brand & Marketing Department. • Cultivate and maintain strong relationships with external partners and agencies. • Define, track, and analyze campaign performance metrics, including revenue impact, ROI, brand reach, engagement, and adoption across chapters, and use insights to inform optimization.

• Project Coordination, this role will be assisting project managers with the coordination of resources, equipment, meetings, and information with the goal of completing projects on time and within budget. This role may be assigned to independently manage lower-level projects and provide program support aligned to long-term strategic priorities and plans, analysis and recommendations, external benchmarking, and internal business performance improvement and evaluation. The coordinator will work closely with other project managers to keep projects organized and running smoothly. • IT Budget, this involves analysis & oversight of the IT department’s forecasting, actual, accruals, amortization, expense planning, and contract management. This role will support oversight of IT budget initiatives/goals, reconciliation, accuracy, and maintenance across all areas of IT.