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Leader Technology Operations

This job is no longer available

Durham, NC, USA
Full-time

The Technology Operations Leader is accountable for supporting the fundraising goals of UWGT by providing expertise in and management of United Way e-Campaign tools – e-Way and e-Pledge – in order for campaigns to be effectively processed from these platforms. This Leader will work collaboratively with Philanthropy Leaders to plan, implement and evaluate fundraising strategies to ensure effective implementation of e-Campaign tools.  E-Campaigns are integral to UWGT's donation process and donor relations therefore, this role leads an important function that enables the organization to achieve its mission.

Areas of Responsibility: 
  • Oversight and management of United Way’s e-campaign processing platforms – Responsible for day-to-day operations of electronic pledge system including data set up, capture, integrity, quality assurance and reporting. Collaborate with Philanthropy team to ensure a positive customer experience, develop messaging and to secure, maintain and grow giving.
  • Customer Service – Responsible for customer service (internal and external) including quality assurance and responding to customer inquiries with high service standards. Respond to donor inquiries in a timely and confidential manner as well as to internal colleagues.
  • Training – Prepare and update all e-Campaign training materials. Demonstrate proficiency and stay current with electronic giving tools. Conduct electronic pledge system presentations, demonstrations and training sessions for internal and external customers as needed. Cross-train and support processing.
  • Data Security and Quality Assurance and Oversight- Maintain security of sensitive workplace data, including full employee lists, to meet our contractual obligations regarding appropriate use of company data.  Accurately import and export customized donor data. Review and test online pledge website configuration to ensure the accuracy of the information being published.  Review all types of pledges to ensure data is captured accurately from point of pledge to CRM.
  • Relationship Management Support – Collaborate with Philanthropy team to ensure customer experience is maximized through all e-giving platforms. Coordinate with Philanthropy team to identify current customers and prospects to convert to e-Campaign products in order to increase the number of workplace campaigns utilizing electronic platforms.  Customize e-products to unique workplace campaign requirements, as needed.  
  • Process improvement and Systems Coordination - Utilize Andar donor database for maintaining accurate records of all campaign-related activities. Examples of activities include, notes from customer meetings, updating current contact info, entering “verbal” results. Keep current with enhancements and updates to e-Campaign tools.  Regularly review processes for improvements and customer service enhancements.
  • Coordinate with Other Departments – Work with other departments to ensure cross functional collaboration, efficiencies, accuracies and information sharing without duplication of efforts including Philanthropy for campaign planning and Marketing Communications for content and design input into marketing materials. Work closely with the Finance Operations and Database Operations in gift processing, donor information management (Andar) and 3rd party gift processor platforms
  • Support the Business Operations team in quarterly distribution reconciliation with processing vendor and communicate with corporate partners on payment submissions
  • Complete other tasks and projects, including periodic cross-functional assignments, as assigned.
Educational Background: 
Bachelor’s degree (or equivalent in training and experience) with 5+ years of in data management, systems or customer service software.
Skills/Experience: 
  • Strong organization and time management skills with ability to prioritize and sequence multiple demands while meeting deadlines for each.
  • Understanding of database management, CRM systems and data security required.  Ability to comprehend and analyze financial and statistical data and donor databases.  Previous web-based customer service software system and database experience preferred. 
  • Ability to learn fast and work quickly while maintaining accuracy.  Highly attentive to details.
  • Extensive experience with advance features of Microsoft Excel is required.  Possessing a variety of software and other technology skills that can be utilized in multiple technology-related assignments and projects is a strong plus.
  • Strong communication and relationship building skills.  Excellent listening skills in order to understand and respond to needs of internal clients and donors. Donor-centric and customer service mindset.  Excellent written and oral communication skills.
  • History of working effectively with all people irrespective of their history, economic status, challenges, race, gender, educational level or sexual orientation. Reflect a value for the importance of diversity and have experience working in diverse organizations.
  • Able to work independently and achieve goals during times of ambiguity and organizational change.
  • Team-player and goal-oriented. Strong collaborator within and outside of an organization.
  • Open-minded, entrepreneurial and willing to learn from others.
  • Diplomatic, adaptable and with a good sense of humor.
  • Proficient in MS Word, Excel, PowerPoint, and other data management/presentation tools.
  • Passionate about the mission of the UWGT. Brings humility and a deep commitment to philanthropy and empathy for our end-clients.

Desirable, But Not Required

  • Prior experience with United Way e-Campaign or other fundraising software.
  • Thorough understanding of and/or experience in writing HTML, CSS or Javascript or a willingness to learn.
  • Website design and layout experience. 
Compensation/Benefits: 

Commensurate with experience.

Organization Info

United Way Worldwide

Overview
Headquarters: 
Alexandria, VA, United States
Annual Budget : 
$100-500M
Founded: 
1934
About Us
Mission: 

United Way improves lives by mobilizing the caring power of communities around the world to advance the common good.

United Way fights for the health, education and financial stability of every person in every community. We win by living United. By forging unlikely partnerships. By finding new solutions to old problems. By mobilizing the best resources. And by inspiring individuals to join the fight against their community's most daunting social crises.

Listing Stats

Post Date: 
Jun 6 2019
Active Until: 
Jul 6 2019
Hiring Organization: 
United Way Worldwide
industry: 
Nonprofit