Note The job is a remote job and is open to candidates in USA. Heifer International is a non-profit organization dedicated to ending hunger and poverty through sustainable agriculture. The Director of Donor Support Operations will manage teams responsible for donor support functions, ensuring a high-quality donor experience and alignment with strategic fundraising priorities. Responsibilities Provide strategic leadership and oversight across donor support functions, including gift processing, acknowledgment and fulfillment, and service center operations Define and implement an integrated operating model that aligns processes, technology, and performance metrics across all functions Align donor support operations with strategic fundraising priorities, campaigns, and the end-to-end donor journey Ensure donor support functions collectively deliver a consistent, high-quality end-to-end donor experience Lead cross-functional collaboration to improve coordination, reduce silos, and ensure a seamless donor experience Contribute to and operationalize fundraising strategy by aligning operational capabilities with organizational growth goals Lead change management efforts to evolve operations, systems, and team structures in response to organizational needs Establish and monitor SLAs and KPIs across all donor support functions to ensure performance, quality, and donor experience standards are consistently met Drive continuous improvement initiatives to enhance efficiency, accuracy, and scalability of operations Identify and implement technology solutions—including automation, workflow tools, and self-service capabilities—to streamline processes, reduce manual effort, and improve speed, accuracy, and donor responsiveness Ensure operational readiness and capacity planning to support campaign growth and seasonal volume fluctuations Leverage data, reporting, and analytics to inform decision-making and identify performance improvement opportunities Ensure consistent implementation of quality assurance practices across all functional areas Lead and develop managers across donor support functions, fostering accountability, collaboration, and high performance Establish clear goals, expectations, and performance management practices across teams Promote a service-oriented culture that prioritizes donor experience and operational excellence Ensure a consistent, high-quality end-to-end donor experience across all service channels Monitor donor feedback and service trends to inform improvements in retention and engagement Develop and manage budgets across donor support operations, including processing, fulfillment, and service functions Forecast operational costs and resource needs aligned with fundraising projections Partner with CRM/data teams (e.g., BBCRM) and internal stakeholders to ensure operational alignment with systems, campaigns, and reporting needs Guide evaluation and implementation of tools and technologies that improve efficiency and scalability Ensure cost-effective operations through oversight of vendor strategy, resource allocation, and operational efficiency Skills Bachelor's degree + 10 or more years of job-related experience Minimum 5 years of managerial experience in areas such as donor operations, customer service operations, call center management, fulfillment, inventory management, or related functions Demonstrated experience leading high-volume, multi-channel operations, including transaction processing, fulfillment, and/or contact center environments Proven ability to integrate operational functions and drive process improvement Experience working with CRM or operational systems (e.g., Blackbaud/BBCRM or similar) Benefits Health and wellness benefits including Flexible Spending Account and/or Health Saving Account Employee assistance program 403(b) retirement plan (match 1% employee to 2% employer up to a maximum of 4% match +3% employer discretionary contribution regardless of employee contribution) 22 vacation days in addition to 12 statutory and discretionary holidays, and 10 sick days per year Employer-paid life insurance and accidental death & dismemberment (AD&D) Professional development and annual merit increase opportunities Optional critical illness insurance, legal assistance plan and pet protection Company Overview Heifer International is a non-profit organization that works with communities to end world hunger and poverty. It was founded in 1944, and is headquartered in Little Rock, Arkansas, USA, with a workforce of 501-1000 employees. Its website is http//www.heifer.org.