DONOR EXPERIENCE MANAGER

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

START YOUR CAREER WHILE SAVING LIVES

Make Every Donor Experience Matter

At Our Blood Institute, every donor plays an important role in saving lives-and the experience they have with us can inspire them to come back and donate again.

We are looking for a Donor Experience Manager who is passionate about people, customer service, continuous improvement, and making a meaningful impact.

In this role, you will lead initiatives designed to create an exceptional donor experience across our centers and mobile blood drives. You'll listen to donor feedback, analyze data, identify opportunities for improvement, develop new processes, and collaborate with teams throughout the organization to turn great ideas into action.

This is an opportunity for a strategic, engaging leader who enjoys bringing people together and making a measurable difference.

Location: Oklahoma City, OK

Salary:Competitive salary based on education and/or experience

Benefits: Health, dental, vision, life insurance, long term disability, 401(k), paid-time off, $5,000 annual tuition reimbursement, holiday pay, etc.

Days: Monday through Friday

Hours: 8:00 a.m. to 5:00 p.m.

What You'll Do

• Lead donor experience initiatives and serve as project manager for key programs and improvement projects.

• Listen to our 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 that make donating easier and more rewarding.

• 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 organizational priorities, collection strategies, and current 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.

What You’ll Bring

We're looking for someone who combines strong people skills with strategic thinking and the ability to turn ideas into action.

Required qualifications:

• Bachelor's degree or equivalent combination of education and experience.

• Previous 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 Microsoft Word, Excel, PowerPoint, and training software.

• Flexibility to meet changing operational needs.

• Must be at least 21 years of age.

• Valid driver's license required.

• Must be able to provide an MVR with zero points and no moving or traffic violations within the past three years.

Why Join Our Blood Institute?

You'll do more than manage projects-you'll help create experiences that encourage people to donate, return, and become lifelong supporters of a mission that saves lives.