Director, Member Experience & Donor Services

Kinsley Power Systems; Chicago, Northern (IL, KY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

WTTW and WFMT in Chicago seek a Director of Member and Audience Services to lead customer service, gift processing, and constituent data management. The role oversees teams serving members, viewers, and listeners, ensuring accurate records and strong service standards.

Expect collaboration across departments to improve systems, events, and fulfillment. The ideal candidate has extensive customer service leadership experience, coaching skills, and a commitment to service quality and continuous

Qualifications

• Demonstrated ability to manage daily service operations, establish clear expectations and workflows, monitor performance, and maintain responsive, high-quality service.
• Strong organizational, project-management, analytical, and problem-solving skills, with the ability to manage multiple priorities and translate findings into actions.
• Excellent written, verbal, interpersonal, and cross-functional collaboration skills.
• Strong attention to detail and commitment to accuracy, confidentiality, data quality, and responsive service.

Responsibilities

• Lead member and audience services and gift-processing operations, ensuring responsive service, accurate work, and consistent application of department standards.
• Supervise, coach, and develop staff, including union-represented employees, while maintaining staffing, training, workflows, and performance expectations.
• Establish and monitor service, quality, productivity, and response-time measures using data and feedback to assess performance.
• Oversee Freshdesk and related processes to support inquiry management, timely resolution, escalation, documentation, and reporting.

Skills

Service operations management

Staff coaching & development

Data analysis

Interdepartmental collaboration

Office suite proficiency

Education

Bachelor's degree

Tools

Freshdesk

Tessitura

Job description

WTTW and WFMT in Chicago seek a Director of Member and Audience Services to lead customer service, gift processing, and constituent data management. The role oversees teams serving members, viewers, and listeners, ensuring accurate records and strong service standards.

Expect collaboration across departments to improve systems, events, and fulfillment. The ideal candidate has extensive customer service leadership experience, coaching skills, and a commitment to service quality and continuous