Supervisor - Donor Experience

Job Description Responsible for leading donor-facing and/or transactional teams that aid the Enterprise in recruiting and sustaining donors, as well as processing donations and fulfilling donor requests. Supervise, train, and develop staff to execute business strategies across Mass Marketing, Experiential, and Relational brand awareness and fundraising efforts. Use problem solving and good decision‑making skills to ensure escalated donor concerns are addressed in a timely manner. Collaborate across teams to accomplish ALSAC goals, maintain and enhance key metrics, and meet donor expectations. ESSENTIAL JOB FUNCTIONS Manage and motivate staff to execute daily activities with a donor centric mindset. Manage random audits of staff’s work for quality, productivity, and program knowledge. Coach, develop, and counsel staff to provide accurate work and quality interactions with donors and volunteers that meet or exceed Quality standards. Administer performance reviews for staff. Monitor performance results that are key to expanding our donor base as it pertains to ALSAC’s retention, renewal, and recruitment strategies. Analyze reports to effectively track performance, transaction output, and efficiencies. Monitor and channel donor feedback accordingly to positively impact marketing and development trends for Mass Marketing, Experiential, and High Wealth campaigns. Establish a rapport with employees, donors, internal business partners, and vendors to build and manage relationships that are pertinent to ALSAC operations. Interpersonal skills are required to interact with diverse groups of people. This may include but isn’t limited to facilitating feedback sessions, attending in‑person fundraising events, hosting check presentations, participating in major ALSAC events, and/or executing campus tours. Manage the teams that provide support to low, mid, and high‑level donors via direct communication, transactional tasks, or back‑office processes that come through various contact channels (phone, email, mail, text, chat, and social media). Support stewardship and cultivation of existing and potential donor groups. Ensure follow‑up is executed for donor requests and the proper acknowledgement is implemented. Supervise administrative tasks and processes as needed. Oversee sensitive donor situations and/or report them to the appropriate departments. Maintain security standards to protect confidential donor information which could include but isn’t limited to banking, credit cards, and ACH bank account numbers. Hold employees accountable to donor resolutions, performance metrics, established KPIs, and service level agreements (SLAs) to meet ALSAC objectives and strategies. Work with staff to ensure compliance with ALSAC policies and procedures. Work with the leadership team and business partners to ensure outreach efforts align with measures that protect the organization’s brand while maintaining ALSACs non‑profit status. Responsible for maintaining integrity of donor/partner/volunteer data by updating ALSAC databases and reporting system problems promptly and proactively. Document processing procedures and work flows within the department. Communicate updates and resolutions to staff. Identify operational issues and propose recommendations and/or feedback for new initiatives. Responsible for interviewing, hiring, and on‑boarding new employees. Balance needs for working with remote and on‑site staff. Effectively lead and execute zoom chat sessions/meetings and participate in virtual learning initiatives as needed. Ensure new and existing employees are trained effectively to provide great donor experiences, and support events that generate revenue for sustaining the organization. Work collaboratively to provide operational coverage as needed across Donor Experience teams. Could potentially oversee 1–3 teams of remote and in‑office staff any given day. Ensure staff have the necessary resources to perform assigned tasks. Participate in task force efforts as needed. Management, organizational, leadership, and interpersonal skills required to interact with diverse groups of employees across the organization. Ability to solve problems and have good decision‑making skills. Ability to communicate in a clear and concise manner verbally or in written form. Requires general knowledge of arithmetic and Microsoft Excel. Ability to manage time effectively between competing projects and/or tasks. Understand the fundamentals of driving for results. Working knowledge of contact center operations, back‑office processes, account management, or customer service is a plus. Knowledge ordinarily acquired through attainment of a Bachelor’s Degree and 2‑3 years of related banking, customer service, fundraising, non‑profit, contact center, or sales experience; 5+ years of related experience can be substituted for a Bachelor’s Degree. Must possess a valid driver’s license. Benefits & Perks The following Benefits & Perks apply to Full‑Time Roles Only. We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same. Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans) 401K Retirement Plan with 7% Employer Contribution Exceptional Paid Time Off Maternity / Paternity Leave Infertility Treatment Program Adoption Assistance Education Assistance Enterprise Learning and Development And more ALSAC is an equal employment opportunity employer. ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status. No Search Firms: ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC. ALSAC (American Lebanese Syrian Associated Charities), exists to raise funds and awareness for St. Jude Children’s Research Hospital. Our staff is dynamic and diverse. Our skills are different, our professions are varied; but our mission is the same: support the lifesaving mission of St. Jude. Thanks to the work being done by ALSAC employees, the families of St. Jude patients never receive a bill for treatment, travel, housing or food. It’s more than a job; it’s a place where you can do what you love, and love why you do it.

• 1 Hospital Charity in the Nation #1 Health Non‑Profit Brand of the Year 94% of Employees Agree ALSAC is a Great Place to Work Ranked a Top 10 Non‑Profit Organization by Revenue Learn More Learn more about working at ALSAC by visiting our website. Read what employees have to say about us on Glassdoor.
• J-18808-Ljbffr ALSAC/St. Jude Children's Research Hospital