Director of Donor Support Operations

Heifer International

Director of Donor Support Operations managing donation and donor support functions at Heifer International. Leading strategic alignment and operational excellence in donor service delivery.

Posted 6/16/2026full-timeRemote • 🇺🇸 United StatesLead💰 $125,000 - $152,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor's degree + 10 or more years of job-related experience.
Minimum 5 years of managerial experience in areas such as donor operations, customer service operations, call center management, fulfillment, inventory management, or related functions.
Demonstrated experience leading high-volume, multi-channel operations, including transaction processing, fulfillment, and/or contact center environments.
Proven ability to integrate operational functions and drive process improvement.
Experience working with CRM or operational systems (e.g., Blackbaud/BBCRM or similar).

Benefits

Comp & perks

Health and wellness benefits including Flexible Spending Account and/or Health Saving Account
Employee assistance program
403(b) retirement plan (match 1% employee to 2% employer up to a maximum of 4% match +3% employer discretionary contribution regardless of employee contribution)
22 vacation days in addition to 12 statutory and discretionary holidays, and 10 sick days per year
Employer-paid life insurance and accidental death & dismemberment (AD&D)
Professional development and annual merit increase opportunities
Optional critical illness insurance, legal assistance plan and pet protection
And more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

donor operationscustomer service operationscall center managementfulfillmentinventory managementtransaction processingprocess improvementdata analyticsperformance metricscapacity planning

Soft Skills

strategic leadershipcross-functional collaborationchange managementaccountabilitycollaborationhigh performanceservice-oriented culturecommunicationgoal settingperformance management