Donor Services & Middle Donors Manager

Full-time • Competitive Pay • Excellent Benefits • Work from Anywhere in the Contiguous U.S.
Application deadline: January 16, 2024
MoveOn is a people-powered force for progress. We wield independent political power by bringing millions together to take action to create a country with a place of honor and dignity for everyone-where all are welcome, we take care of one another, and where everyone is set up to thrive.
For more than a generation, MoveOn has been a bulwark against the radical right and has channeled millions of voices to end wars, protect democracy, and advance justice for all. We've built political power for progressive change through mobilizing the left to Democrats so that we can advance our vision of an America for all.
MoveOn is the largest multi-issue digital-first political campaigning organization in the country. We drive rapid-response campaigns at scale on a multitude of key issues at high-impact moments while building sustainable campaigns that resonate and grow over time. Whether it's democracy, health care, foreign policy, economic justice, immigration, or otherwise, MoveOn provides our members with timely ways to take action for change.
The Donor Services & Middle Donors Manager is pivotal in ensuring the organization's sustained financial success by overseeing and enhancing the donor experience. This position will foster positive relationships with mid level donors and implement effective donor retention strategies to meet critical fundraising goals.
Responsibilities

• Oversee external Donor Services vendors, ensuring they enhance donor experience and align with MoveOn's values.
• Develop and write scripts, monitor call quality, provide continuous training, and manage reporting on Donor Services, suggesting improvements based on feedback.
• Address donor escalations, troubleshoot and investigate issues, and stay informed on industry trends and innovations related to Donor Services software.
• Execute a thank-you calling program for key donor segments, manage multichannel retention campaigns, and stay updated on donor retention marketing best practices.
• Manage gift processing protocols, including overseeing vendor operations and quality control for ongoing mail. Collaborate with tech and analytics teams to address donor-reported technical issues and ensure data quality.
• Lead annual updates for external MoveOnanization evaluation groups to maintain high ratings for MoveOn on platforms such as Guidestar and Charity Navigator.

A successful candidate will:

• 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.m

Required skills and experience

• 4-5 years experience in a customer facing role.
• At least 1 year of vendor management experience.
• Previous experience in nonprofits, fundraising, electoral campaigns, or call centers is preferred but not required.
• Experience in SQL, donor CRMs, and online ticketing software is a plus, but not required.
• Excellent project management, organizational, communication, and collaboration skills.
• Experience in handling confidential data and financial information.

Reports to: Direct Response and Donor Retention Director
Location: The position may be based anywhere in the contiguous United States. May require occasional travel.
Classification, Salary, and Benefits: At MoveOn, we commit to equity in our compensation philosophy and practices. We are committed to equal pay for equal work. To counter systemic compensation issues in this country and pay inequality, we have a non-negotiable compensation practice. We utilize benchmarking and peer organization data to ensure we provide competitive nonprofit compensation and benefits. The annual salary for this position is $106,634.15. In addition to the base salary, we offer a monthly home office subsidy. We also offer an internet and phone subsidy of $2,100 annually and a health and wellness subsidy of $900 annually. All of these cash benefits are added to your bimonthly paycheck. We offer strong medical, dental, and vision benefits, which are free to employees and children of employees (spouses or domestic partners can be added at a subsidized rate). We offer employer-paid premiums for life insurance; four weeks accrued paid vacation time per year, prorated for the period that you work; 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; and 8 staff holidays and 6 floating holidays. We contribute 5% to your 401(k) after six months of employment. We also offer a $1000 professional development budget each year for each staff member.
MoveOn.org Civic Action and MoveOn.org Political Action provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.