Director of Development Operations and Donor Experience

Director of Development Operations and Donor Experience, Development and Communications

Location:
District of Columbia
United States

Project HOPE is an international NGO of more than
800 engaged employees and hundreds of volunteers who work in more than
25 countries, responding to the world's most pressing global health
challenges. Throughout our 60-year legacy, Project HOPE has treated millions of
patients and provided more than $3 billion worth of medicines to local health
care organizations around the world. We have helped build hundreds of health
programs from the ground up and responded to humanitarian crises worldwide.

Code of
Conduct
It is our
shared responsibility and obligation to treat each other with respect, take
affirmative steps to prevent matters involving Sexual Exploitation & Abuse
and Trafficking in Persons, and to disclose all potential and actual violations
of our Code of Conduct, which may include Conflicts of Interest, Fraud,
Corruption, Discrimination or Harassment. Together we can reinforce
a culture of respect, integrity, accountability, and transparency.

POSITION
SUMMARY:
Project
HOPE seeks a dynamic, experienced, and mission-driven Director of Development
Operations and Donor Experience to lead core operational functions within the
Development and Communications department. Reporting to the Vice-President of
Mass Market Fundraising and Donor Experience, the Director manages a 6-person
team responsible for CRM systems (Raiser's Edge NXT), gift processing, donor
services, and reporting and analytics. The role is also the primary liaison to
the Finance and Legal departments, overseeing departmental expense
reconciliation, revenue forecasting, gift agreement development, and department-wide
reporting and analytics to inform fundraising strategy.

This is an
excellent opportunity for a data-driven, donor-centered leader to modernize
operations, strengthen cross-functional collaboration, and advance
best-in-class donor and data practices across a growing team.

PRINCIPAL
RESPONSIBILITIES:
Operations and Logistics:
Oversee all Development Operations, including the CRM
(Raiser's Edge NXT), caging, gift processing, donor services, vendor
relationships, donation platforms, and logistics.
Serve as subject matter expert and liaison across
DevOps, Legal, Procurement, and fundraising
compliance functions, including donor privacy, registrations, and
accreditations (e.g. BBB Wise Giving Alliance).
Develop
process improvements to strengthen efficiency, quality control, and team
capacity.
Ensure alignment
and collaboration across DevOps functions, promoting team development,
cross-training, and shared accountability.

Gift Processing and Database:
Manage the Gift Processing Team, ensuring timely, accurate gift processing across internal and external platforms, including research, attribution, export/import, set up/testing, queries and reports, and cross-channel platform integration (Fundraise UP, Omatic, Luminate, wires, etc.).
Manage the Database Team and ensure effective CRM use across departments.
Partner with DevComms, Finance, and other departments to identify areas for continuous improvement, and to develop, document, maintain, and enforce business rules, SOPs, and constituency procedures, ensuring they stay current and are shared with stakeholders.

Donor
Experience:
Lead the Donor Services strategy and team, providing mentorship, backup support, and serving as escalation point when needed.
Oversee SOPs, scripts, and workflows for donor inquiries and requests, acknowledgments, and recurring gifts, ensuring a consistent donor experience aligned with fundraising goals.

Data Analytics, Planning and Reporting:
Direct the Analytics Team in delivering high quality, actionable reporting that informs campaign strategy and investment decisions.
Work with analytics vendors and internal teams to ensure proper data flows and CRM validation.
Manage departmental invoicing, revenue attribution, reconciliation, and financial processes in coordination with Finance.
Support annual budgeting and forecasting for DevComm departments and the CDCO.

Other duties as assigned.

MINIMUM
QUALIFICATIONS:
Minimum 10 years of experience in nonprofit development operations, including donor database management and reporting.
Strong project management skills, with a proven ability to implement systems and processes to deliver results.
Demonstrated experience with fundraising platforms, donor CRMs (e.g. Raiseres Edge NXT), and campaign performance reporting
Experience applying measurements best practices to marketing and fundraising strategy, including evaluating lead generation and campaign effectiveness.
Proven ability to lead, motivate, mentor and build high-performing teams.
Tech savvy and able to learn new systems and adapt to changes in technology.
Proven ability to thrive in a fast-paced environment and manage multiple projects and tight deadlines.
Strong aptitude for creating structure and processes where none exist or where improvements are required.
Demonstrated ability to work effectively on a team and maintain a positive attitude with a solutions-focused approach.
Advanced proficiency in Microsoft Office Suite, especially Excel and Outlook.

PREFERRED QUALIFICATIONS:
Bachelor's degree
Familiarity with NetSuite or similar financial platforms for reconciliation, revenue tracking, invoicing, and budget management.

PHYSICAL
DEMANDS AND WORK ENVIRONMENT:
The physical
demands and work environment characteristics described here are representative
of those that must be met by an employee to successfully perform the essential
functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.

Physical
demands:
While performing the duties of this job, the employee must be mobile in an office environment and able to use standard office equipment.
Must be able to communicate in verbal and written form and must be able to travel internationally.
Project HOPE employees may be required to travel or work in countries where working conditions are classified as "hardship."

Work environment:
Typical office environment with exposure to a minimal noise level.
Emergency deployments may be in resource-deprived environments with austere living conditions.
Travel for extended periods may be by air and/or other modes of transportation.
While international travel is not a regular part of every job, programmatic needs may require it intermittently.
Project HOPE employees may be required to travel or work in countries where working conditions are classified as "hardship."

Salary
range starting at $127,000 per year. Compensation for the role is dependent
on several factors, including a candidate's qualifications, skills, and
experience. Project HOPE offers comprehensive benefits as part of the total
compensation package, including health, dental, vision, and life insurance,
403(b), paid leave, and much more. For more information about our benefits,
please visit our benefits page.

Notice to applicants: Project HOPE does not
conduct direct solicitation/recruitment via email. Project HOPE never asks job
applicants for payment or financial information at any stage of the recruitment
process. Project HOPE will never send you a third-party check and ask you to
cash it. If you have been recruited via email, please contact Compliance@projecthope.org

Due
to the substantial number of inquiries, we receive, only candidates who have
met the required experience & qualifications for this position will be
considered. No phone calls please.
However,
since we are active around the world in the country of public health, we may
wish to retain your CV in our database for other/future opportunities, unless
you direct us otherwise.

Thank you very much for your
interest in Project HOPE