Donor Experience Lead — Elevate Service & Impact

Oklahoma Blood Institute; Oklahoma City (OK); On-site; USD 65,000 - 90,000; Full time

Job summary

Oklahoma Blood Institute is seeking a Donor Experience Manager to lead programs that enhance donor interactions across centers and mobile drives. You will gather donor feedback, analyze trends, and drive data-informed improvements to the donor journey, partnering with multiple teams to deliver measurable impact.

The role emphasizes strategic leadership, customer service excellence, and process development to ensure donors have exceptional experiences at every touchpoint.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Experience leading projects and programs.
• Strong customer service mindset and donor-focused approach.
• Ability to analyze donor feedback, surveys, and metrics.
• Strategic thinker with leadership and problem-solving skills.
• Excellent written and verbal communication abilities.
• Collaborative style and ability to work across teams.

Responsibilities

• Lead donor experience initiatives and manage key programs.
• Analyze donor surveys, identify trends, present recommendations to leadership.
• Improve donor journey from arrival to departure; remove barriers.
• Partner with frontline teams to maintain exceptional service standards.
• Support donor appointment initiatives with Donor Services and leadership.
• Strengthen communication using tablets and tools to share priorities and promotions.
• Coordinate training to ensure donor experience aligns with staff development.
• Develop processes and training resources to reinforce donor expectations.
• Track metrics by location to spot trends and opportunities for improvement.
• Collaborate across Recruitment, Community Relations, and other departments.
• Represent Donor Services on committees and cross-functional projects.
• Help build a culture where exceptional donor service is our norm.

Skills

Project management

Customer service

Data analysis

Strategic thinking

Leadership

Communication

MS Office proficiency

Education

Bachelor's degree

Tools

Microsoft Word

Excel

PowerPoint

Training software

Job description

Oklahoma Blood Institute is seeking a Donor Experience Manager to lead programs that enhance donor interactions across centers and mobile drives. You will gather donor feedback, analyze trends, and drive data-informed improvements to the donor journey, partnering with multiple teams to deliver measurable impact.

The role emphasizes strategic leadership, customer service excellence, and process development to ensure donors have exceptional experiences at every touchpoint.