Donor Experience Manager

Oklahoma Blood Institute•Oklahoma City, OK

4d•Onsite

About The Position

At Our Blood Institute, every donor plays an important role in saving lives-and the experience they have with us can inspire them to come back and donate again. We are looking for a Donor Experience Manager who is passionate about people, customer service, continuous improvement, and making a meaningful impact. In this role, you will lead initiatives designed to create an exceptional donor experience across our centers and mobile blood drives. You'll listen to donor feedback, analyze data, identify opportunities for improvement, develop new processes, and collaborate with teams throughout the organization to turn great ideas into action. This is an opportunity for a strategic, engaging leader who enjoys bringing people together and making a measurable difference.

Requirements

Bachelor's degree or equivalent combination of education and experience.
Previous project management experience.
Customer service experience.
Ability to analyze donor feedback, surveys, and key performance metrics.
Strong strategic thinking, leadership, and problem-solving abilities.
Excellent written and verbal communication skills.
Outgoing, engaging, and collaborative communication style.
Strong computer skills, including Microsoft Word, Excel, PowerPoint, and training software.
Flexibility to meet changing operational needs.
Must be at least 21 years of age.
Valid driver's license required.
Must be able to provide an MVR with zero points and no moving or traffic violations within the past three years.

Nice To Haves

Passionate about people, customer service, continuous improvement, and making a meaningful impact.
Strategic, engaging leader who enjoys bringing people together and making a measurable difference.
People-focused leader who enjoys project management, customer experience, data, training, and collaboration.

Responsibilities

Lead donor experience initiatives and serve as project manager for key programs and improvement projects.
Listen to our donors by facilitating and analyzing donor surveys and feedback, identifying trends, and presenting recommendations to leadership.
Improve the donor journey from arrival through departure by identifying barriers and developing solutions that make donating easier and more rewarding.
Partner with frontline teams to reinforce exceptional customer service and ensure consistent donor experience standards.
Support advanced donor appointment initiatives in partnership with Donor Services, Reception, and leadership.
Strengthen communication by helping ensure tablets and other tools are used effectively to communicate organizational priorities, collection strategies, and current promotions.
Partner with Training & Education to ensure donor experience and customer service training is consistent across staff training programs.
Develop processes and training resources that reinforce donor experience expectations on an ongoing basis.
Track and analyze key metrics by location to identify trends and opportunities for improvement.
Collaborate across departments including Recruitment, Community Relations, Volunteer Services, Contact Center, Donor Services, and other organizational partners.
Represent Donor Services on donor-focused committees and cross-functional initiatives.
Help build a culture where exceptional donor service is part of everything we do.