Donor Services & Operations Leader

WQED Multimedia; Pittsburgh (Allegheny County); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

403(b) retirement plan

Job summary

WQED Multimedia is seeking a Senior Manager of Member Services & Operations to design and oversee the donor-support infrastructure. You will manage outsourced partners, CRM, payment and gift-processing systems, and internal teams to create a responsive donor experience.

This hands‑on leadership role emphasizes process improvement, service standards and scalable capacity. You will lead cross‑functional efforts to modernize donor support, reduce issues, and ensure accurate CRM data while

Qualifications

• Five or more years of progressively responsible experience in customer service, field operations, donor or membership operations, or similar complex environments.
• Experience designing or improving operational processes, service models, or support functions.
• Ability to develop workflows, SOPs, training and performance expectations and drive adoption.
• Proven use of data and operational metrics to identify problems and guide improvements.
• Strong collaboration with technology, finance, service and operational partners.
• Clear written and verbal communication with practical follow-through.

Responsibilities

• Own the end-to-end donor service operating model across staff, outsourced centers, gift processing partners, fulfillment, CRM and other providers.
• Establish service expectations, workflows, escalation paths and accountability standards.
• Monitor vendor performance, close gaps, and adjust contracts or responsibilities accordingly.
• Design coverage for high-volume periods, including remote, part-time or overflow support where useful.
• Improve data quality, handoffs, integrations, reconciliation and issue resolution across teams.

Skills

Customer service

Operations management

Vendor management

Data-driven decisions

Cross-functional collaboration

Effective communication

Job description

WQED Multimedia is seeking a Senior Manager of Member Services & Operations to design and oversee the donor-support infrastructure. You will manage outsourced partners, CRM, payment and gift-processing systems, and internal teams to create a responsive donor experience.

This hands‑on leadership role emphasizes process improvement, service standards and scalable capacity. You will lead cross‑functional efforts to modernize donor support, reduce issues, and ensure accurate CRM data while