Donor Services Coordinator

Job Description

Job Description

Determined to end Veteran suicide, K9s For Warriors is the leading nonprofit organization providing Service Dogs to military Veterans nationwide suffering from PTSD, traumatic brain injury, and/or military sexual trauma — at no financial cost to the Veteran. Founded in 2011 as a 501(c)(3) nonprofit organization, K9s For Warriors is committed to saving lives at both ends of the leash by primarily rescuing dogs and pairing them with Veterans in need. In order to continue the great work we’re doing, we’re looking to add a Donor Services Coordinator to our amazing team! 

Role and Responsibilities

The Donor Services Coordinator (DSC) is responsible for managing and overseeing Donor Services operations, systems, and processes to ensure accurate, timely, and high-quality support for donors and the Development team. This position independently oversees and evaluates key donor services operations, exercising discretion and independent judgment in establishing priorities, resolving complex donor and data issues, maintaining donor database integrity, analyzing reports, administering recurring-gift processes, and directing donor communication and stewardship activities to support departmental strategy and organizational objectives. The DSC serves as a primary resource for donor inquiries, independently evaluating and resolving donor needs and determining when escalation is appropriate. The role analyzes donor and giving data, identifies trends and opportunities, and recommends and implements process improvements that strengthen donor engagement, operational efficiency, data quality, and fundraising effectiveness. The DSC also manages Donor Services projects and volunteer initiatives, collaborates across departments, and serves as a subject-matter resource for donor database and Donor Services procedures.

Essential Functions and Responsibilities: 

The Functions and Responsibilities of the Donor Services Coordinator include all or some of the following:

• Manage and oversee donor services operations and processes to ensure timely, accurate, and high-quality support for donors and the Development team.
• Prepare, and analyze regular reports to support donor stewardship, fundraising strategy, departmental planning, and leadership decision-making.
• Oversee the accuracy and integrity of donor database records, including gifts, donor information, documentation, and stewardship activity, identifying and resolving data discrepancies as needed.
• Independently oversee and administer the monthly sustainer program, exercising discretion and independent judgment in evaluating donor service matters, resolving complex account and payment issues, determining appropriate courses of action, and implementing solutions to support donor retention and effective program operations.
• Develop, coordinate, and manage Donor Services volunteer opportunities, including determining departmental needs, establishing processes, and overseeing volunteer activities.
• Serve as a primary resource for donor inquiries, exercising independent judgment to evaluate donor needs, resolve complex issues, and determine appropriate responses or escalation when necessary.
• Develop and implement personalized donor communications and stewardship strategies designed to strengthen donor relationships, retention, and engagement.
• Collaborate with Program, Finance, Development, Education/Communications, and Administrative Support teams.
• Manage Donor Services systems and workflows, including donor records, correspondence, gift acknowledgments, reporting, tracking, and related processes in accordance with organizational policies and best practices.
• Maintain standards for the accurate and timely documentation of donor interactions and activity within the K9s For Warriors donor database.
• Monitor database quality and system performance, proactively identifying issues, trends, and opportunities for process improvement.
• Oversees donor data integrity, system health, security practices, and appropriate access to sensitive donor information.
• Develop, evaluate, and recommend database management procedures, workflows, and internal controls to improve departmental efficiency and data quality.
• Analyze donor and giving data to identify trends, opportunities, and areas of concern and provide recommendations to Development leadership.
• Evaluate existing Donor Services processes and independently recommend and implement improvements that enhance donor experience, operational efficiency, and fundraising effectiveness.
• Serve as a subject-matter resource for donor database processes and Donor Services procedures, providing guidance and support to Development staff as needed.
• Manage assigned projects and initiatives with responsibility for planning, prioritization, coordination, execution, and follow-through.
• Perform other duties and responsibilities consistent with the scope and level of the position as assigned.

Qualifications and Requirements

• Two to five years of experience in donor services, development operations, CRM/database administration, or a related field requiring independent judgment and problem-solving.
• Advanced knowledge of database structure and theory
• Experience planner with strong skills in prioritizing, multi-tasking, and follow-through
• Experience with reporting tools
• Experience with CRM software, preferably Blackbaud and/or Salesforce 
• Excellent verbal and written communication skills

Preferred Skills

• Some college experience in Business, Communications, Nonprofit Management, or a related field
• Demonstrated ability to work independently, establish priorities, exercise sound judgment, and manage responsibilities with minimal supervision.
• Advanced knowledge of Raiser’s Edge/Blackbaud and/or Salesforce, with the ability to independently manage CRM processes, evaluate data and system needs, troubleshoot complex issues, and recommend process improvements.
• Strong attention to detail
• Ability to adapt to changing priorities and deadlines
• Understanding of Military Service Organizations (MSO) and Veteran Service Organizations (VSO)

Core Competencies /

• Donor Relationship Management & Service
• Planning, Prioritization & Organization
• Written & Verbal Communication
• CRM & Database Management
• Analytical Thinking & Problem-Solving
• Independent Judgment & Decision-Making
• Process Improvement & Operational Efficiency
• Project Management & Execution
• Cross-Functional Collaboration