Donor Service Officer

Donor Services Officer (Remote) at Move On

Full-time
• Competitive Pay
• Excellent Benefits
• Work from Anywhere in the Contiguous U.S.

The Donor Services Officer is pivotal in ensuring the organization’s sustained financial success by overseeing and enhancing the donor experience. The Donor Services Officer is responsible for ensuring an excellent donor experience through accurate gift processing, timely acknowledgment, and responsive communication. This role plays a key part in maintaining donor trust and supporting fundraising efforts.

• Oversee external donor services vendors, including phone and email contact centers, ensuring they enhance the donor experience and align with organizational values while meeting established KPIs.
• Supervise contact center operations through call monitoring, performance management, and continuous training; provide additional training support for internal teams and volunteers as needed.
• Develop, write, and regularly update scripts and training materials, including work instructions and scripting manuals for phone, email, and donor services-related web content, ensuring alignment with organizational voice and priorities.
• Oversee reporting and program performance by analyzing quantitative and qualitative data, refining key metrics, sharing insights with internal stakeholders, and recommending improvements to optimize donor experience, processes, and UX.
• Monitor donor and member feedback to identify trends and implement improvements in scripting, workflows, and supporter experience.
• Handle donor escalations directly by troubleshooting and investigating supporter issues, including technical challenges, and coordinating with internal teams as needed.
• Stay informed about industry trends, emerging technologies, and best practices in donor services and supporter engagement.
• Assist with gift processing protocols to ensure timely and accurate processing of offline donations.
• Collaborate with technology and analytics teams to resolve donor-reported issues and maintain high standards of data integrity.
• Provide support for all of Move On’s fundraising channels to improve donor retention and deepen supporter engagement.

• Demonstrate exceptional communication skills, both internally and externally, to foster connections within Move On’s staff, donors, and potential donors to address inquiries and identify stewardship opportunities
• Exhibit composure under pressure, prioritize timely outreach, and effectively communicate the impact of supporters’ generosity.
• Prioritize data as a crucial element for experience evaluation and understanding supporters, triaging between frontline supporter relations and back-end program management.
• Have interest in fundraising, marketing, and supporter retention with a focus on donor and community-centric relationship-building.
• Be skilled and thoughtful regarding nuanced communication related to race, gender, class, and other aspects of identity in your internal and external communications.

• A minimum of 3 years experience in a customer facing role.
• At least 1 year of vendor management experience.
• Previous experience in nonprofits, fundraising, electoral campaigns, or call centers is preferred but not required.
• Experience in donor CRMs, and online ticketing software is a plus, but not required.
• Excellent project management, organizational, communication, and collaboration skills.
• Experience in handling confidential data and financial information.

Reports to: Direct Donor Retention Director

Location: The position may be based anywhere in the contiguous United States. May require occasional travel.

At Move On, we commit to equity in our compensation philosophy and practices. The annual salary for this position is $97,138.89. In addition to the base salary, we offer a monthly home office subsidy and an internet and phone subsidy of $2,100 annually. We also offer a health and wellness subsidy of $900 annually, added to your bimonthly paycheck. Medical, dental, and vision benefits are free to employees and children of employees;

spouses or domestic partners can be…