Donor Services Manager

Description

The Donor Services Manager leads the Donor Services team and is responsible for the daily operations related to donation processing, donor customer service, receipting, reporting, and database maintenance. This role ensures exceptional donor experiences that align with PRM’s mission and values while ensuring the accuracy of all donor and gift information in PRM’s donor database. The Manager works closely with Finance to reconcile donation activity with the general ledger and with the data team to maintain donor data hygiene.

The Donor Services Manager is responsible for fostering a climate consistent with the Mission’s core values of We Follow Jesus, We Love and Respect One Another, We Go the Extra Mile, and We Steward Everything Wisely.

Essential Functions

• Lead and manage Donor Services staff, including hiring, onboarding, training, performance management, and professional development, fostering a positive, mission-aligned team culture of excellence. 
• Ensure Donor Services staff are equipped, empowered, and motivated to deliver outstanding donor-focused customer service both externally and internally. 
• Oversee escalated customer service and donor inquiry issues and ensure timely, professional, and donor-centric resolutions.
• Engage with donors seeking spiritual nourishment by speaking with them about the Christian faith.
• Manage and optimize donation processing, ensuring timely and accurate coding, posting, receipting, acknowledgment, and reconciliation of all donation types.
• Develop, implement, and continuously improve standard operating procedures in alignment with nonprofit audit and compliance requirements and donor stewardship best practices.
• Identify and implement process improvements and automation opportunities to streamline workflows and increase team efficiency.
• Perform and oversee gift corrections and adjustments, including check returns, credit card refunds, and donation coding updates, ensuring accurate donor and financial records.
• Reconcile database records with bank deposits and online banking systems and ensure timely posting of gifts on a daily, weekly, and ongoing basis.
• Conduct reviews of gift processing to ensure quality control, proper coding, and consistency in recording. 
• Manage the processing and tracking of restricted gifts in collaboration with Finance to ensure proper designation and documentation. 
• Manage securities gift processing, including donor and broker communication, internal coordination with stakeholders, accurate gift entry, and acknowledgements. 
• Oversee the corporate matching gifts program, including registration maintenance, verification of eligible gifts, and completion of match request applications. 
• Partner with the Development team to ensure timely and accurate recording of portfolio-managed donor gifts and related documentation, and deliver acknowledgements, receipts, and stewardship materials 
• Collaborate with Finance to support accurate revenue recognition, audit preparation, and development of internal controls and procedures. 
• Work with the database team to develop and maintain standards, tools, and procedures that promote data quality and consistency. 
• Ensure compliance with data privacy regulations, PCI standards, and nonprofit receipting best practices. 
• Collaborate with Marketing and Development teams to support integrated fundraising campaigns and enhance donor experiences. 
• Demonstrate understanding and comply with all relevant legal, regulatory, and compliance requirements, company policies and procedures, and the Code of Ethical Conduct.
• Follow the Mission’s Statement of Faith and adhere to the Mission’s employee policy manual and guidelines set forth by the CEO.
• Lead or participate in devotions, prayers, or other organizational activities that promote a credible Christian witness and lifestyle. 
• Perform other duties as assigned within the scope of the role, contributing to the team’s overall success in achieving excellence. 

Requirements

Education/Experience

• Bachelor’s Degree in a business-related field and at least five years of experience in fundraising, development, or a related field or a combination of education and experience. 
• At least three years of management experience, resulting in strong demonstrated leadership, administrative, and supervisory skills.
• Proficiency with Microsoft Office applications.
• Familiarity with CRM systems.
• Strong knowledge of online banking, donation systems, cash handling, reconciliation, and record keeping.

Competencies

• A solid and credible Christian witness and lifestyle that exemplifies Christ in character and actions, ministering to those who support the Mission.
• Significant skills in developing others and managing performance, including providing feedback.
• Excellent interpersonal skills with a demonstrated ability to effectively manage others and concurrent projects to achieve set goals.
• Demonstrated leadership, training, teaching, management skills.
• Superior skills in collaboration and team building.
• High level of verbal and written communication skills.
• Strong organizational and administrative skills with a high level of attention to detail.
• Highly self-motivated.
• Strong customer service skills that can be used to respond to common inquiries or complaints.
• Excellent composure in stressful situations, effectively dealing with difficult or emotional situations appropriately.
• Ability to problem solve and use critical thinking skills to resolve issues.
• High level of integrity and confidentiality with financial information.
• Must meet and maintain the requirements of being an approved driver and driving a personal vehicle on PRM business.

What We Offer

• Life-giving work that transforms the cities we serve
• Caring and supportive environment
• Generous health, dental, and vision benefits
• 401(k) match program
• Robust paid time off program
• 12 paid holidays annually

Phoenix Rescue Mission is an equal opportunity employer consistent with its rights as a religious not-for-profit organization to exercise employment preferences for members of the Christian faith. Employees must affirm their alignment with the Mission's Statement of Faith and adhere to the Mission's employee policies and guidelines as set forth by the CEO.