Donor Experience Leader — Drive Life-Saving Impact

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Long-term disability

401(k)

Paid time off

Tuition reimbursement $5,000/year

Holiday pay

Job summary

Oklahoma Blood Institute in Oklahoma City is seeking a Donor Experience Manager who will lead donor experience initiatives across our centers and mobile drives. You will listen to donor feedback, analyze data, and develop processes to turn ideas into action, partnering with teams to elevate service and outcomes.

You will collaborate with Recruitment, Community Relations, Volunteer Services, and Donor Services to strengthen service standards, track metrics, and build training resources that

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Project management experience.
• Customer service experience.
• Ability to analyze donor feedback, surveys, and key performance metrics.
• Strong strategic thinking, leadership, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Outgoing, engaging, and collaborative communication style.
• Strong computer skills, including Word, Excel, PowerPoint, and training software.
• Must be at least 21 years of age.
• Valid driver's license required.
• MVR with zero points and no moving violations in past three years.

Responsibilities

• Lead donor experience initiatives and serve as project manager for key programs and improvement projects.
• Listen to donors by facilitating and analyzing donor surveys, identifying trends, and presenting recommendations to leadership.
• Improve the donor journey from arrival through departure by identifying barriers and developing solutions.
• Partner with frontline teams to reinforce exceptional customer service and ensure consistent donor experience standards.
• Support advanced donor appointment initiatives in partnership with Donor Services, Reception, and leadership.
• Strengthen communication by helping ensure tablets and other tools are used effectively to communicate priorities, strategies, and promotions.
• Partner with Training & Education to ensure donor experience and customer service training is consistent across staff training programs.
• Develop processes and training resources that reinforce donor experience expectations on an ongoing basis.
• Track and analyze key metrics by location to identify trends and opportunities for improvement.
• Collaborate across departments including Recruitment, Community Relations, Volunteer Services, Contact Center, Donor Services, and other organizational partners.
• Represent Donor Services on donor-focused committees and cross-functional initiatives.
• Help build a culture where exceptional donor service is part of everything we do.

Skills

Project management

Customer service

Data analysis

Strategic thinking

Leadership

Communication

Team collaboration

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Oklahoma Blood Institute in Oklahoma City is seeking a Donor Experience Manager who will lead donor experience initiatives across our centers and mobile drives. You will listen to donor feedback, analyze data, and develop processes to turn ideas into action, partnering with teams to elevate service and outcomes.

You will collaborate with Recruitment, Community Relations, Volunteer Services, and Donor Services to strengthen service standards, track metrics, and build training resources that