Alzheimer's Association®

Associate Director, Donor Support Services

Alzheimer's Association®

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • United States

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Salary

💰 $74,000 - $88,000 per year

Job Level

Senior

About the role

  • Lead and coach a Donor Support Services team
  • Oversee donor inquiry resolution via phone, email, ServiceDesk, and chat escalations
  • Manage day‑to‑day performance of the external contact center vendor; monitor SLAs and quality
  • Serve as an escalation point for complex donor issues
  • Maintain and improve workflow documentation, procedures, and training materials
  • Manage volume, workflow distribution, and response‑time expectations
  • Collaborate with Finance, Development, and IT on issue resolution and system improvements

Requirements

  • Bachelor’s degree or equivalent experience
  • 5+ years customer service, donor support, or operations experience
  • Experience leading teams in a high‑volume service environment
  • Experience managing outsourced vendors or contact center partners
  • Strong communication, coaching, and problem‑solving skills
  • Ability to analyze data and manage performance metrics
  • Experience with or ability to learn Luminate Online, Funraisin’, Salesforce, Personify, ServiceDesk, 8x8, and MS Office (Excel)
Benefits
  • Health insurance
  • 401(k) retirement plan
  • Tuition reimbursement
  • Generous Paid Time Off
  • 12 annual holidays
  • Paid Family Leave
  • Cultural & Heritage Day
  • Volunteer Day
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicedonor supportoperations managementperformance metrics analysisworkflow documentationtraining material development
Soft Skills
leadershipcoachingproblem-solvingcommunicationcollaboration
Certifications
Bachelor's degree