Senior Manager, Member Services & Operations
$85,000–$100,000 year
On-sitePittsburgh, Pennsylvania, United States
Job Summary
Own the end-to-end operating model for donor service across WQED staff, outsourced call-center support, gift-processing partners, and CRM systems. Establish clear service expectations, workflows, and escalation paths while monitoring vendor performance to resolve recurring issues. Identify root causes of processing and data problems, then implement practical improvements to strengthen CRM accuracy and system reliability. Design appropriate service coverage for high-volume periods and gaps in evening or weekend support. Handle complex donor-service issues that reveal broader process or system problems. Create a coherent donor-service operation with documented standards, ownership, and accountability across internal teams and external partners.
Required Qualifications
- Five or more years of progressively responsible experience in customer service, field operations, customer experience, donor or membership operations, or another environment involving complex people, systems, vendors and workflows
- A record of 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 consistently
- Demonstrated ability to use data and operational measures to identify problems, prioritize work and evaluate improvement
- Strong cross-functional skills and the ability to work effectively with technology, finance, service, legal/compliance and operational partners
- Clear written and verbal communication, sound judgment, strong follow-through and a bias toward practical implementation
Desired Qualifications
- Experience in public media or nonprofit fundraising
- Experience building or scaling service operations in retail, field operations, financial services, technology, logistics or other complex consumer environments
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