Fundraising Operations Specialist (12 Month Contract)

Heart & Stroke

1d•Hybrid

About The Position

Reporting to the Senior Manager, Constituent Operations and Customer Service, the Fundraising Operations Specialist plays a key role in enabling efficient, consistent, and scalable fundraising operations. As part of the Operations team, this role is responsible for delivering reliable, compliant, and high-quality services that support fundraising, donor experience, and revenue. The role focuses on improving processes, resolving operational issues, and providing day-to-day support to regional field teams and internal partners. By strengthening systems, coordinating cross-functional workflows, and ensuring fundraising teams have the tools and guidance they need, this role helps maximize the effectiveness of fundraising programs and the stewardship of donor dollars. This role also coordinates and supports end-to-end Ontario lottery operations, such as draw execution logistics and readiness, winner validation, tracking, and post-draw processing and close activities and reporting preparation. This is a 12-month contract with a hybrid work arrangement. Candidates must live in the GTA and have the flexibility to work from the office (Yonge & Eglinton) at least 1x per week and occasionally more, based on the needs of the business.

Requirements

University degree or college diploma in Business or a related field.
2-3 years’ similar (i.e., developing processes, project coordination, customer service, working with Excel and databases) work experience required.
Excellent customer service skills.
Strong written and verbal communication skills, with the ability to convey information clearly and professionally to both internal teams and external stakeholders.
Organized, with excellent problem-solving skills and issues resolution experience.
Ability to work in a fast-paced environment, adjusting quickly to changing priorities, timelines, and stakeholder needs.
Demonstrated project coordination skills, including planning, tracking timelines, and managing multiple tasks to ensure successful delivery.
Able to work independently and as part of a team.
Exhibits resilience and composure, maintaining a positive and solutions-oriented mindset in challenging or ambiguous situations.
Excellent accuracy and attention to detail; accurate follow through and problem resolution.
Ability to communicate processes and procedures effectively in an instructional manner.
Ability to support the planning and execution of volunteer-driven initiatives, ensuring alignment, coordination, and timely delivery of activities.
Website content management and online reporting experience.
Demonstrated ability to maintain accurate and up-to-date records within CRM systems (e.g., Salesforce, Blackbaud), ensuring data integrity and reliability for reporting and decision-making.
Proficiency in Microsoft 365 (Outlook, Excel, Word, PowerPoint, Teams) with the ability to efficiently manage communication, documentation, and data.
Curiosity and adaptability in adopting new technologies (e.g., AI) to improve workflows and drive continuous process improvement.

Nice To Haves

Experience working with volunteers would be an asset.

Responsibilities

Identify, develop, implement and improve processes related to fundraising and lottery operations.
Provide operational support to the jump team and the regional relationship specialists to ensure they have what they need to effectively plan and execute their fundraising programs.
In partnership with the Supply Chain Management team, lead the development, implementation, and evaluation of the regional field team’s role in processes related to prizing, promotions and ordering program material.
In partnership with Community Programs & Engagement, develop and deliver field communications regarding operational components.
Work with the Senior Manager, Constituent Operations and Customer Service to ensure trending donor & participant issues related to Community programs are known and resolved.
Work with internal business units (e.g., Finance) to identify and resolve trending issues related to the transfer of donor data and revenue from the regional field teams to the Gift Processing team.
Leverage AI tools to improve efficiency and accuracy in fundraising operations, including drafting communications, summarizing data insights, and streamlining routine administrative processes.
Identify training needs (this includes job aids as well as ‘live’ training) related to field operations, develop and implement the training.
As requested, provide input into other field training needs (i.e. program guides) and deliver training to the field team if needed.
Respond to inquiries from the regional field teams.
Maintain a strong understanding of all Community program fundraising websites and OneCRM to effectively support regional field employees.
Identify and communicate trending issues to appropriate teams and weigh in on business decisions as needed.
Support the program forecasts (print & prize materials) process which may include collecting information from the regional field teams.
Support the Supply Chain Management team in the distribution of program resources to colleagues across the Country.
Support the Senior Manager, Constituent Operations and Customer Service in the execution of lottery operations (e.g., draw execution logistics, prize fulfilment, report readiness and license applications).
Execute Jump fundraising program fulfillment by placing and tracking prize and incentive orders (e.g., gift cards, cheques, points-based rewards) and liaising with external partners for order coordination, payment and delivery.
Develop and maintain processes (e.g., Gift Processing) and practices related to the regional field teams – helping to ensure questions and issues are resolved in a timely fashion.
Support the regional relationship specialists, jump and/or Operations teams with special projects or when they need extra support during peak times.
As requested, review program materials and participate in website testing.
Where central invoicing (e.g., Jump school giveback program) is the mode: review, code and deliver.
Ongoing management of the national Volunteer Engagement inbox and inquiry flow through the Office Coordinator.
Help define and implement operations processes related to Volunteer Engagement such as onboarding/offboarding processes, forms, and access controls tied to volunteers.
Support the operational delivery of national volunteer initiatives (e.g., National Volunteer Week, International Volunteer Day), including workback schedules and reporting.
Collaborate and support the relationships between the regional relationship specialists, Constituent Operations and Customer Service team, Community Programs & Engagement and other Shared Services.
Represent the regional relationship specialists and jump teams in key conversations and projects that have a direct impact on them seeking to ensure their needs are being met but also that organizational initiatives can be delivered on.