[Remote] Director of Donor Support Operations

Note: The job is a remote job and is open to candidates in USA. Heifer International is a non-profit organization dedicated to ending hunger and poverty through sustainable agriculture. The Director of Donor Support Operations will manage teams responsible for donor support functions, ensuring a high-quality donor experience and alignment with strategic fundraising priorities.ResponsibilitiesProvide strategic leadership and oversight across donor support functions, including gift processing, acknowledgment and fulfillment, and service center operationsDefine and implement an integrated operating model that aligns processes, technology, and performance metrics across all functionsAlign donor support operations with strategic fundraising priorities, campaigns, and the end-to-end donor journeyEnsure donor support functions collectively deliver a consistent, high-quality end-to-end donor experienceLead cross-functional collaboration to improve coordination, reduce silos, and ensure a seamless donor experienceContribute to and operationalize fundraising strategy by aligning operational capabilities with organizational growth goalsLead change management efforts to evolve operations, systems, and team structures in response to organizational needsEstablish and monitor SLAs and KPIs across all donor support functions to ensure performance, quality, and donor experience standards are consistently metDrive continuous improvement initiatives to enhance efficiency, accuracy, and scalability of operationsIdentify and implement technology solutions—including automation, workflow tools, and self-service capabilities—to streamline processes, reduce manual effort, and improve speed, accuracy, and donor responsivenessEnsure operational readiness and capacity planning to support campaign growth and seasonal volume fluctuationsLeverage data, reporting, and analytics to inform decision-making and identify performance improvement opportunitiesEnsure consistent implementation of quality assurance practices across all functional areasLead and develop managers across donor support functions, fostering accountability, collaboration, and high performanceEstablish clear goals, expectations, and performance management practices across teamsPromote a service-oriented culture that prioritizes donor experience and operational excellenceEnsure a consistent, high-quality end-to-end donor experience across all service channelsMonitor donor feedback and service trends to inform improvements in retention and engagementDevelop and manage budgets across donor support operations, including processing, fulfillment, and service functionsForecast operational costs and resource needs aligned with fundraising projectionsPartner with CRM/data teams (e.g., BBCRM) and internal stakeholders to ensure operational alignment with systems, campaigns, and reporting needsGuide evaluation and implementation of tools and technologies that improve efficiency and scalabilityEnsure cost-effective operations through oversight of vendor strategy, resource allocation, and operational efficiencySkillsBachelor's degree + 10 or more years of job-related experienceMinimum 5 years of managerial experience in areas such as donor operations, customer service operations, call center management, fulfillment, inventory management, or related functionsDemonstrated experience leading high-volume, multi-channel operations, including transaction processing, fulfillment, and/or contact center environmentsProven ability to integrate operational functions and drive process improvementExperience working with CRM or operational systems (e.g., Blackbaud/BBCRM or similar)BenefitsHealth and wellness benefits including Flexible Spending Account and/or Health Saving AccountEmployee assistance program403(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 yearEmployer-paid life insurance and accidental death & dismemberment (AD&D)Professional development and annual merit increase opportunitiesOptional critical illness insurance, legal assistance plan and pet protectionCompany OverviewHeifer International is a non-profit organization that works with communities to end world hunger and poverty. It was founded in 1944, and is headquartered in Little Rock, Arkansas, USA, with a workforce of 501-1000 employees. Its website is http://www.heifer.org.