Fundraising Donor Care Manager

Job Description:

Joining The American Red Cross is like nothing else - it's as much something you feel as something you do. You become a vital part of the world's largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you'll have mentors who empower your growth along a purposeful career path. You align your life's work with an ongoing mission that's bigger than all of us. As you care for others, you're cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

Where Your Career is a Force for Good!

The American Red Cross is seeking a Donor Care Manager who is responsible for the Donor Care team's operations to ensure that fundraising calls and cases are handled properly, donor concerns are addressed promptly and Red Cross policies and guidance are followed. Along with the Donor Care Manager, the Donor Care team includes Donor Care Representatives and a Donor Experience Specialist.

The Manager will coach, train, manage caseloads, conduct quality assurance reviews, and oversee employee productivity and performance. Additionally, the manager holds responsibility for managing external vendors who provide outsourced Donor Care.

This position will ensure that our donors' needs are met, and that excellent customer service is provided. This involves supervising the investigation, troubleshooting, and resolution of issues or process challenges. Furthermore, the manager will analyze feedback from both staff and donors and transform it into actionable steps. The manager will develop a comprehensive understanding of how donor programs and challenges contribute to the overall donor experience.

The Manager is expected to possess a basic understanding of laws and regulations relating to fundraising, gift acknowledgements, and relevant systems. Additionally, they will acquire a knowledge of internal procedures concerning gift processing, data management, and fundraising operations.

The work location is 100% virtual from a home office. The selected candidate can be located anywhere in the continental United States. The agent hours are 8:30am - 5:30pm EST and the Manager must be available to assist during these hours.

Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.

This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded.

• Responsible for direct and indirect supervision of staff, position assignments and development, as well as hiring, disciplining and discharging of team members.
• Accountable for training, coaching and ensuring individual performance and productivity standards are met.
• Oversee the management of standard operating procedures documents, job aids and handbooks as it pertains to the Donor Care department.
• Manage the quality assurance review of vendors, as well as staff tasks and duties.
• Work with stakeholder departments to ensure processes comply with gift processing, financial, and legal guidelines.
• Maintain and continually improve the policies and procedures, oversee the generation and distribution of regular and special reports, lead projects and develop and implement standard measurement criteria to improve the quality and cost-effectiveness of Donor Care.
• The caller hours are 8:30am - 5:30pm EST and the manager must be available to assist during these hours.

Salary Information: The annual salary range for this position is $88,000-109,000 annually. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. **We will review specific salary information at the time of phone screening based upon your location & experience.**

Qualifications:

• Four-year college degree or equivalent combination of education and experience.
• Management Experience: Minimum 3 to 5 years of staff management required.
• Minimum 5 to 7 years of experience is required; call center work, management, or fundraising is preferred.
• The ideal candidate will also have a 'professional curiosity' to continually learn more about internal operations and external factors influencing our work and stay abreast of current trends and knowledge.
• The ideal candidate should possess the ability to comprehend both the big picture and intricate details to effectively troubleshoot issues. They should also be capable of recognizing significant problems that require escalation while independently resolving daily challenges. Exceptional communication skills are essential for this role.

WHAT WILL GIVE YOU THE COMPETITIVE EDGE:

• Proven leadership and guidance over a team who work in a solutions support environment.
• Ability to quickly shift focus as operational, service delivery and staff needs demand.
• Fundraising experience with a knowledge of best practices and procedures in the industry.
• Call Center background with a focus on tele-fundraising and donor engagement.

Physical Requirements: Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential. May include sitting for long periods of time, driving a vehicle and working under challenging conditions.

Work Conditions: Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work.

May travel and participate in meetings and conferences throughout the American Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during periods of major disaster.

BENEFITS FOR YOU:

As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes:

* Medical, Dental Vision plans

* Health Spending Accounts & Flexible Spending Accounts

* PTO& Paid Holidays:

* 401K with up to 6% match

* Paid Family Leave

* Employee Assistance

* Disability and Insurance: Short + Long Term

* Service Awards and recognition

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce.American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here: Summary of Rights