Heifer International

Operations

• Provide strategic leadership and oversight across donor support functions, including gift processing, acknowledgment and fulfillment, and service center operations.
• Define and implement an integrated operating model that aligns processes, technology, and performance metrics across all functions.
• Align donor support operations with strategic fundraising priorities, campaigns, and the end-to-end donor journey.
• Ensure donor support functions collectively deliver a consistent, high-quality end-to-end donor experience.
• Lead cross-functional collaboration to improve coordination, reduce silos, and ensure a seamless donor experience.
• Contribute to and operationalize fundraising strategy by aligning operational capabilities with organizational growth goals.
• Lead change management efforts to evolve operations, systems, and team structures in response to organizational needs.
• Establish and monitor SLAs and KPIs across all donor support functions to ensure performance, quality, and donor experience standards are consistently met.
• Drive continuous improvement initiatives to enhance efficiency, accuracy, and scalability of operations.
• Identify and implement technology solutions—including automation, workflow tools, and self-service capabilities—to streamline processes, reduce manual effort, and improve speed, accuracy, and donor responsiveness.
• Ensure operational readiness and capacity planning to support campaign growth and seasonal volume fluctuations.
• Leverage data, reporting, and analytics to inform decision-making and identify performance improvement opportunities.
• Ensure consistent implementation of quality assurance practices across all functional areas.
• Lead and develop managers across donor support functions, fostering accountability, collaboration, and high performance.
• Establish clear goals, expectations, and performance management practices across teams.
• Promote a service-oriented culture that prioritizes donor experience and operational excellence.
• Monitor donor feedback and service trends to inform improvements in retention and engagement.
• Develop and manage budgets across donor support operations, including processing, fulfillment, and service functions.

Director of Donor Support Operations