Operations Team Lead – Donor Contributions

Fidelity Investments; Westlake (TX); On-site; USD 78,000 - 102,000; Full time

Benefits offered by this job

Flexible benefits

Onsite working model

Job summary

Fidelity Charitable is seeking a Team Lead in Operations to guide the Contributions Team in processing donor contributions (cash via wire, checks, stocks, bonds, funds) with high service standards. The role includes staffing decisions, planning, strategy and process improvements, and exposure to management-level decisions to prepare for people management.

The position emphasizes leadership, fast-paced adaptability, and a strong focus on donor and nonprofit outcomes with opportunities to shape

Qualifications

• Bachelor’s degree and 3 plus 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 and ability to dig deep.
• Strong business acumen and analytical skills.
• Solid technical aptitude, including proficiency in all Office products (Excel/Word/PowerPoint).

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

Communication

Analytical skills

Problem solving

Microsoft Office

Education

Bachelor’s degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Fidelity Charitable is seeking a Team Lead in Operations to guide the Contributions Team in processing donor contributions (cash via wire, checks, stocks, bonds, funds) with high service standards. The role includes staffing decisions, planning, strategy and process improvements, and exposure to management-level decisions to prepare for people management.

The position emphasizes leadership, fast-paced adaptability, and a strong focus on donor and nonprofit outcomes with opportunities to shape