Senior Donor Services & Operations Lead

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

Job summary

WQED Multimedia in Pittsburgh, PA, seeks a Senior Manager, Member Services & Operations to design, improve and manage systems, vendor relationships and workflows that support donors. This hands-on leadership role ensures outsourced partners, CRM, payment and gift-processing work together as an effective donor-support operation.

The Senior Manager will establish service standards, improve data quality, and expand service channels, building internal or contracted capacity as needed.

Qualifications

• Five+ years in customer service, field operations, donor or membership operations, or similar environments.
• Experience designing, launching, or significantly improving operational processes, service models, or support functions.
• Experience developing workflows, SOPs, training and performance expectations, and helping teams adopt them.
• Demonstrated ability to use data and operational measures to identify problems, prioritize work and drive improvements.
• Strong cross-functional collaboration with technology, finance, service, legal/compliance and operational partners.
• Clear written and verbal communication with sound judgment and follow-through.

Responsibilities

• Own the end-to-end operating model for donor service across WQED staff, outsourced call-center support, gift-processing partners, fulfillment houses, CRM and other providers.
• Establish service expectations, workflows, escalation paths and accountability standards.
• Monitor vendor performance, identify gaps, resolve recurring issues, and recommend changes to services, contracts or responsibilities.
• Design coverage for high-volume periods, including contracted, part-time or remote capacity when useful.
• Handle or coordinate resolution of complex donor-service issues that reveal broader process or system problems.
• Reinforce data quality standards across CRM data entry, documentation and record updates.
• Work with Membership, Finance, Technology and other internal teams to improve handoffs, integrations and issue resolution.

Skills

Customer service

Field operations

Donor/membership ops

Vendor management

Process improvement

Data quality

Job description

WQED Multimedia in Pittsburgh, PA, seeks a Senior Manager, Member Services & Operations to design, improve and manage systems, vendor relationships and workflows that support donors. This hands-on leadership role ensures outsourced partners, CRM, payment and gift-processing work together as an effective donor-support operation.

The Senior Manager will establish service standards, improve data quality, and expand service channels, building internal or contracted capacity as needed.