Donor Service Officer

MoveOn.org

3d•$97,139•Remote

About The Position

The Donor Services Officer is pivotal in ensuring the organization's sustained financial success by overseeing and enhancing the donor experience. The Donor Services Officer is responsible for ensuring an excellent donor experience through accurate gift processing, timely acknowledgment, and responsive communication. This role plays a key part in maintaining donor trust and supporting fundraising efforts.

Requirements

A minimum of 3 years experience in a customer facing role.
At least 1 year of vendor management experience.
Excellent project management, organizational, communication, and collaboration skills.
Experience in handling confidential data and financial information.
Demonstrate exceptional communication skills, both internally and externally, to foster connections within MoveOn’s staff, donors, and potential donors to address inquiries and identify stewardship opportunities
Exhibit composure under pressure, prioritize timely outreach, and effectively communicate the impact of supporters’ generosity.
Prioritize data as a crucial element for experience evaluation and understanding supporters, triaging between frontline supporter relations and back-end program management.
Have interest in fundraising, marketing, and supporter retention with a focus on donor and community-centric relationship-building.
Be skilled and thoughtful regarding nuanced communication related to race, gender, class, and other aspects of identity in your internal and external communications.

Nice To Haves

Previous experience in nonprofits, fundraising, electoral campaigns, or call centers is preferred but not required.
Experience in donor CRMs, and online ticketing software is a plus, but not required.

Responsibilities

Oversee external donor services vendors, including phone and email contact centers, ensuring they enhance the donor experience and align with organizational values while meeting established KPIs.
Supervise contact center operations through call monitoring, performance management, and continuous training; provide additional training support for internal teams and volunteers as needed.
Develop, write, and regularly update scripts and training materials, including work instructions and scripting manuals for phone, email, and donor services-related web content, ensuring alignment with organizational voice and priorities.
Oversee reporting and program performance by analyzing quantitative and qualitative data, refining key metrics, sharing insights with internal stakeholders, and recommending improvements to optimize donor experience, processes, and UX.
Monitor donor and member feedback to identify trends and implement improvements in scripting, workflows, and supporter experience.
Handle donor escalations directly by troubleshooting and investigating supporter issues, including technical challenges, and coordinating with internal teams as needed.
Stay informed about industry trends, emerging technologies, and best practices in donor services and supporter engagement.
Assist with gift processing protocols to ensure timely and accurate processing of offline donations.
Collaborate with technology and analytics teams to resolve donor-reported issues and maintain high standards of data integrity.
Provide support for all of MoveOn’s fundraising channels to improve donor retention and deepen supporter engagement.

Benefits

monthly home office subsidy
internet and phone subsidy of $2,100 annually
health and wellness subsidy of $900 annually
strong medical, dental, and vision benefits, which are free to employees and children of employees
employer-paid premiums for life insurance
four weeks accrued paid vacation time per year
18 weeks of paid parental leave (birth, adoption, foster care placement of a child)
10 days accrued paid sick time prorated for the period that you work
paid family medical leave
8 staff holidays and 6 floating holidays
5% contribution to 401(k) after six months of employment
$1000 professional development budget each year