Donor Operations Team Lead

Fidelity; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Fidelity Charitable seeks a Team Lead in Operations to guide the Contributions Team in processing donor contributions with accuracy and professionalism. You will oversee daily tasks, mentor staff, and drive improvements in processes and reporting.

The role involves collaboration with internal partners, participation in hiring and planning for peak Giving Season, and maintaining high standards under tight deadlines in a fast-paced environment. This is a full-time onsite position.

Qualifications

• Bachelor's degree and 3+ years of experience in customer service or service operations (including experience with people management or supervision) required.
• Demonstrated ability to lead and mentor associates in a dynamically changing environment.
• Superior organizational, planning and time management skills.
• Strong and effective verbal and written communication skills.
• Proven experience identifying and mitigating areas of risk.
• Problem solving is key. Demonstrate critical thinking skills and an ability to help others dig deep.
• Strong business acumen and analytical skills.
• Solid technical aptitude, including a proficiency in all Office products. (Microsoft Excel, Word, PowerPoint)
• Ability to work under pressure and to tight deadlines.
• Must have experience in advancing quality and a passion for maintaining high standards.
• Must be able to meet overtime commitments.

Responsibilities

• Manage the Team's daily work deliverables.
• Develop an effective team by acting as liaison between associates and manager and implementing initiatives to improve team success.
• Assist the Manager with the timely completion of team and departmental projects.
• Assist in ensuring all associates are trained on any changes in policy and procedure.
• Collaborate with Technology/Business Analysts to identify and implement system efficiencies.
• Monitor aged work items/queues and follow up to ensure timely transaction processing.
• Handle escalated donor, NPO or advisor issues with timely follow up.
• Create and maintain daily and monthly reporting.
• Assist in developing resource requirements, planning and hiring in preparation for Giving Season.
• Develop and maintain strong and effective business relationships with senior level internal and external business partners.
• Coach associates to achieve department goals.

Skills

Leadership

People management

Customer service

Time management

Communication

Analytical skills

Problem solving

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Fidelity Charitable seeks a Team Lead in Operations to guide the Contributions Team in processing donor contributions with accuracy and professionalism. You will oversee daily tasks, mentor staff, and drive improvements in processes and reporting.

The role involves collaboration with internal partners, participation in hiring and planning for peak Giving Season, and maintaining high standards under tight deadlines in a fast-paced environment. This is a full-time onsite position.