The Donor Advised Fund (DAF) Operations Lead will oversee critical operational tasks for our DAF programs, including direct-to-consumer, white-labeled, and workplace giving platforms. The role requires managing routine tasks like processing contributions, reviewing grant eligibility, and ensuring funds flow, using our proprietary software and tools. As the first line of customer support, you’ll handle donor inquiries through live chat and email. This position demands a detail-oriented, organized individual who thrives in a fast-paced environment, excels in operational problem-solving, and adapts quickly. Ideal candidates will also demonstrate leadership potential in growing a DAF Ops team, improving processes, and enhancing customer satisfaction.

Key Responsibilities

Operational Management (40%)

• Oversees and executes operational tasks by processing contributions, reviewing grant eligibility, and managing funds flow, ensuring efficient and accurate handling within the proprietary software and tools.

Customer Support and First-Line Resolution (30%)

• Responds to donor and prospect inquiries via live chat and email, providing timely and effective resolutions to ensure customer satisfaction and uphold operational excellence.

Team Leadership and Process Improvement (20%)

• Leads and mentors the DAF Ops team by identifying opportunities for operational improvements, facilitating team growth, and fostering a customer-focused culture.

Auxiliary Support and Administrative Tasks (10%)

• Assists with periodic tasks such as the annual 990 filing, audits, state-level charitable registrations, and updates to DAF agreements, ensuring compliance and accuracy.

• Experience in Operations Management: Minimum of 3 years in an operations management or similar role, with a focus on processing financial transactions, managing funds, and using proprietary software/tools to streamline processes.
• Customer Service Expertise: Proven experience in customer support, especially in handling live chat and email inquiries, with a focus on resolving issues efficiently and providing excellent donor and client satisfaction.
• Leadership and Team Development: Demonstrated ability to lead, mentor, and develop a team, with a track record of driving process improvements and fostering a collaborative, customer-oriented work culture.
• Attention to Detail and Adaptability: Strong organizational skills with an ability to manage multiple tasks simultaneously, while maintaining accuracy in operational tasks and adapting quickly in a fast-paced, evolving environment.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

An Equal Opportunity EmployerWe do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.