Director, Revenue Operations - Washington, United States - Share Our Strength

Description

Job Description

Since 1984, Share Our Strength has led the fight against hunger and poverty by inspiring and organizing individuals and businesses to share their strengths. Today, through the No Kid Hungry campaign, Share Our Strength is ending childhood hunger in America by ensuring all children get the healthy food they need. No child should go hungry in America – we're on our way to making that a reality and we want you to join us. We're bold, creative, always open to new ideas, and 100% dedicated to our mission. If that sounds like you, we'd like you to consider becoming part of our team.

The Director plays a leadership role in managing all day-to-day cash receipt process and revenue operations and support of the constituent experience. This individual is responsible for ensuring accurate donor and accounting records in the constituent relationship management database in connecting with gift processing to support fundraising efforts. Responsibilities include oversight of revenue operations processes (gift acceptance and processing, recording of donor intent, cash reconciliation, CRM reporting and database management, and financial audits) and supporter engagement (responding to fundraiser and constituent inquiries, and fulfillment services).

The Director will also collaborate with the Fundraising teams, initiate and manage projects to strengthen internal operations with an eye toward operational efficiency and positive donor experience, and develop achievable service level agreements and identify key performance indicators for ongoing analysis. The Director reports to the Managing Director, Fundraising Technology and Operations and manages a growing team of managers and associates. An ideal candidate will have excellent change management skills and think beyond existing procedures and policies to resolve problems that are often non-conforming and without clear precedent.

This position is preferably based in Washington, DC (hybrid 2 days in the office); but could be fully remote for the right candidate living outside of the DC area 30 miles or more. The position offers a salary range of $112,000 to $120,000. Exact compensation within the stated salary range may vary based on skills, experience, internal equity, and geographical location.

DUTIES AND RESPONSIBILITIES

Oversee all CRM Revenue Operations (75%)

• Implement and enhance standards and procedures for all aspects of cash receipting and revenue operations, ensuring efficiency and scale for continued growth.
• Manage gift analysis and entry procedures and ensure the Revenue Operations team processes gift batches accurately and in a timely manner in accordance with established service level agreements and consistent with the Gift Acceptance Policy.
• Train the Revenue Operations team to analyze gifts to determine appropriate campaigns, funds, and appeals in connection with gift processing and to enter all donations (e.g., cash, credit card, stock, online, gifts-in-kind, pledges, pledge payments, etc.) into Raiser's Edge by assigning appropriate donor and gift codes.
• Serve as the primary point of contact for questions related to donor intent, IRS rules and regulations, and coding of gifts.
• Ensure that all gifts are committed and reported by the established month-end deadlines and proactively monitor and escalate any unrecorded or erroneous transactions to the Controller.
• Reconcile Raiser's Edge to the General Ledger and adjust transactions as needed. Identify additional training or process changes to address frequent or recurring adjustments.
• Work closely with the Controller and gift officers to ensure compliance with IRS regulations for charitable gifts and Generally Accepted Accounting Principles (GAAP). Oversee recordkeeping for cash and revenue transactions in accordance with both IRS and internal guidelines.
• Oversee management of caging and lockbox vendors and their subsequent contracts and deliverables. Perform regular quality control procedures over transactions processed by vendors.
• Maintain and recommend improvements to requirements for financial reporting from the constituent relationship database; deliver reporting to the Controller and others on an agreed upon schedule.
• Maintain the constituent relationship database, including mapping of funds to the general ledger and interfaces with financial systems.
• Provide back-up support and regular training as needed for the Revenue Operations team on policies and procedures related to Raiser's Edge, cash receipting, and revenue processing.
• Partner with colleagues to support Share Our Strength's work to be a diverse and inclusive organization, and ensuring this value is embedded in the organization and throughout our work.
• Ability to be available to work additional hours during calendar year end and fiscal year end periods as needed.

Oversee all Supporter Services (15%)

• Serve as point of escalation for response to complicated donor inquiries from fundraisers.
• Manage all vendor relations, regular status meetings, monitoring and call calibration, relevant skill and campaign training, and vendor contract negotiations on behalf of Share Our Strength.
• Collaborate with Development staff to make sure staff and related vendors have information necessary to provide up to date information on campaigns as well as tools to support donor retention.

Administrative (10%)

• Conduct weekly status meetings with Revenue Operations staff, provide clear priorities for day-to-day operations, and provide constructive feedback as needed.
• Hire and train new staff as needed and create opportunities for outside training and career development.
• Participate in project and process improvement work as needed.

SUPERVISION

• This position manages three individuals with growth expected. At times there might be supervision of temporary staff as needed.

QUALIFICATIONS

• 3+ years' experience with Blackbaud CRM or Raiser's Edge/RE NXT strongly preferred. Experience with Blackbaud Luminate (Convio) or Financial Edge/FE NXT is a plus.
• 8-10 years' of work experience in non-profit cash receipting, accounting, or constituent database management system role, preferably in a supervisory or management capacity.
• Level 1 ticketing support software such as Asana, Jira, or Happy Fox preferred.
• Ability to quickly learn and adapt to new software specific to the department or institution and train users on database and gift processing policies and procedures.
• Demonstrated experience and knowledge of applicable IRS regulations regarding philanthropic contributions and Generally Accepted Accounting Principles (GAAP).
• Strong knowledge of gift processing procedures, established record of database management, fundraising processes, and donor relations.
• Demonstrated ability to build relationships at all levels of an organization and collaborate successfully with them.
• Strong analytical, strategic planning, time management and organizational skills required. An ability to manage multifaceted projects and a capacity to perform well independently in a fast-paced, multi-tasking environment essential.
• Outstanding interpersonal and relationship management skills, including the ability to identify and work through challenges, are underscored by strong judgment and emotional intelligence.
• Record of process improvements or improved workflows. Prior Project management experience a plus.
• Interest in anti-hunger and anti-poverty issues.

COMPREHENSIVE BENEFIT PLAN

We offer a comprehensive benefits plan which currently includes, but is not limited to, health insurance, dental insurance, vision insurance, retirement, wellness benefits, and paid time off (vacation leave, sick leave, personal leave, holiday, parental leave, bereavement leave, military leave and jury duty leave)

DIVERSITY

At Share Our Strength, we value an individual's diversity of backgrounds, experiences, ideas and perspectives. A hallmark of our history, culture and values has been the organization's desire to bring together motivated, intelligent, and talented people to work together to find and implement solutions to end hunger and poverty in the U.S. and abroad. We each come to Share Our Strength with a unique background, but together we form a team that yields amazing results. This shared value of encouraging and embracing diversity in our organization fosters a workplace and culture that is highlighted for its innovation, open expression of ideas, and collaboration. With a strong shared commitment to the organization's mission, and a unique blend of individual strengths, we are all working toward ensuring that every individual can live a healthy and productive life.