Donor Experience & Operations Architect

WQED; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

PPO health insurance plan

Employer-paid dental, vision, and life

5% employer contribution to 403(b)

Job summary

WQED in Pittsburgh seeks a Senior Manager, Member Services & Operations to design and run the donor support infrastructure across internal teams and outsourced partners. You will optimize CRM, gift processing, and service channels, establishing standards and data quality.

This hands-on leadership role drives improvements, expands service coverage, and ensures timely, accurate donor assistance while supporting membership growth and retention.

Qualifications

• Five or more years of experience in customer service, donor or membership operations, or related fields.
• Proven ability to design and improve operational processes and service models.
• Experience creating workflows, SOPs, training and performance expectations.
• Strong data-driven approach to identify problems, prioritize work, and measure impact.
• Excellent cross-functional collaboration with technology, finance, and operations.

Responsibilities

• Own the end-to-end operating model for donor service across staff, outsourced centers, gift-processing partners, CRM, and other providers.
• Establish service expectations, workflows, escalation paths and accountability standards.
• Monitor vendor performance, identify gaps, and optimize contracts or responsibilities.
• Design coverage for high-volume periods, including remote capacity when needed.
• Drive data quality improvements and cross-team handoffs across Membership, Finance and Technology.

Skills

Customer service

Vendor management

Data-driven

Cross-functional collaboration

Process improvement

Tools

CRM systems

Gift processing

Vendor management software

Job description

WQED in Pittsburgh seeks a Senior Manager, Member Services & Operations to design and run the donor support infrastructure across internal teams and outsourced partners. You will optimize CRM, gift processing, and service channels, establishing standards and data quality.

This hands-on leadership role drives improvements, expands service coverage, and ensures timely, accurate donor assistance while supporting membership growth and retention.