Heifer International partners with communities around the world to deliver self-sustaining solutions for hunger and poverty. The nonprofit, non-governmental org
Director of Donor Support Operations
Location
United States
Posted
3 days ago
Salary
$125K - $152K / year
Seniority
Lead
Job Description
Director of Donor Support Operations
Heifer International
• Provide strategic leadership and oversight across donor support functions, including gift processing, acknowledgment and fulfillment, and service center operations. • Define and implement an integrated operating model that aligns processes, technology, and performance metrics across all functions. • Align donor support operations with strategic fundraising priorities, campaigns, and the end-to-end donor journey. • Ensure donor support functions collectively deliver a consistent, high-quality end-to-end donor experience. • Lead cross-functional collaboration to improve coordination, reduce silos, and ensure a seamless donor experience. • Contribute to and operationalize fundraising strategy by aligning operational capabilities with organizational growth goals. • Lead change management efforts to evolve operations, systems, and team structures in response to organizational needs. • Establish and monitor SLAs and KPIs across all donor support functions to ensure performance, quality, and donor experience standards are consistently met. • Drive continuous improvement initiatives to enhance efficiency, accuracy, and scalability of operations. • Identify and implement technology solutions—including automation, workflow tools, and self-service capabilities—to streamline processes, reduce manual effort, and improve speed, accuracy, and donor responsiveness. • Ensure operational readiness and capacity planning to support campaign growth and seasonal volume fluctuations. • Leverage data, reporting, and analytics to inform decision-making and identify performance improvement opportunities. • Ensure consistent implementation of quality assurance practices across all functional areas. • Lead and develop managers across donor support functions, fostering accountability, collaboration, and high performance. • Establish clear goals, expectations, and performance management practices across teams. • Promote a service-oriented culture that prioritizes donor experience and operational excellence. • Monitor donor feedback and service trends to inform improvements in retention and engagement. • Develop and manage budgets across donor support operations, including processing, fulfillment, and service functions.
Job Requirements
- Bachelor's degree + 10 or more years of job-related experience.
- Minimum 5 years of managerial experience in areas such as donor operations, customer service operations, call center management, fulfillment, inventory management, or related functions.
- Demonstrated experience leading high-volume, multi-channel operations, including transaction processing, fulfillment, and/or contact center environments.
- Proven ability to integrate operational functions and drive process improvement.
- Experience working with CRM or operational systems (e.g., Blackbaud/BBCRM or similar).
Benefits
- Health and wellness benefits including Flexible Spending Account and/or Health Saving Account
- Employee assistance program
- 403(b) retirement plan (match 1% employee to 2% employer up to a maximum of 4% match +3% employer discretionary contribution regardless of employee contribution)
- 22 vacation days in addition to 12 statutory and discretionary holidays, and 10 sick days per year
- Employer-paid life insurance and accidental death & dismemberment (AD&D)
- Professional development and annual merit increase opportunities
- Optional critical illness insurance, legal assistance plan and pet protection
- And more!
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