The Partner Representative (PRT) and Customer Service (CRT) Operations Manager is a key leadership role within the ministry, responsible for overseeing the day-to-day operational functions of donor engagement and customer support. This individual will build and maintain relationships with high-end donors, supervise donor care teams, and ensure smooth communication and operations across various departments. The ideal candidate is passionate about the ministry's mission, enjoys engaging with donors, and excels in leadership, organization, and communication.
Key Responsibilities
1. Donor Engagement and Relationship Building • Build and nurture relationships with top-tier donors through regular phone calls and personalized communication. • Clearly articulate Daily Hope's mission, vision, and strategies to donors, ensuring alignment with their giving goals. • Respond promptly to alternative giving requests, including stocks, wills, trusts, donor-advised funds (DAFs), IRA gifts, and other non-traditional contributions.
2. Team Leadership and Supervision • Oversee the Customer Service Representative (CSR) and Partner Representative Team (PRT), providing leadership, coaching, and training to ensure high performance. • Balance workloads among team members and address challenges with problem-solving support. • Assist the HR Director and General Manager in interviewing and hiring candidates for open positions. • Provide onboarding and ongoing training for new and existing PRT and CSR team members.
3. Donor Event Support • Assist in planning and executing donor events, ensuring a seamless experience for attendees.
4. Volunteer Prayer Team Management • Lead and oversee the volunteer email prayer team, currently consisting of five members, ensuring their efforts align with the ministry's mission.
5. Operational Oversight and Communication • Act as a liaison between the PRT/CSR teams and other departments, including the tech team, warehouse, and leadership. • Report technology issues to the tech team and collaborate to resolve them efficiently. • Keep the remote call center (Master Media) informed of important updates, such as high-volume call days, special offers, matching grants, and year-end giving campaigns.
6. Task and Workflow Management • Create and manage task lists for the PRT team, ensuring proper calling cadence for donor segments:
o Major donors: every 3 months
o All other segments: every 6 months
o Lapsed donors: twice per year • Monitor and maintain smooth operations, ensuring donor outreach is consistent and effective.
7. Reporting and Insights • Provide weekly updates to the General Manager and leadership team on the PRT team's progress, including metrics such as emails answered, partner contacts made, and donor list progress. • Anticipate trends from PRT members and provide data-driven insights to leadership to inform ministry strategies.
Qualifications • Commitment to the Mission: Demonstrates a sincere passion for spreading the Gospel through the ministry of Daily Hope. • Strong Understanding of Daily Hope's Mission: Clearly articulates the mission to both donors and team members. • Strategic Communication Skills: Effectively explains the ministry's strategy and tactics to the PRT/CSR teams and donors. • Donor Engagement: Enjoys building relationships with donors and is comfortable spending time on the phone engaging with them. • Leadership and Team Management: Proven ability to lead, coach, and train teams to achieve high performance. • Organizational Skills: Strong ability to manage tasks, workflows, and reporting processes effectively. • Technical Proficiency: Comfortable working with technology to report issues, manage data, and communicate with teams. • Event Support Experience: Familiarity with planning and executing donor events is a plus.
Key Competencies • Strong interpersonal and relationship-building skills. • Excellent verbal and written communication abilities. • Highly organized with attention to detail. • Data-driven mindset with the ability to anticipate trends and provide actionable insights. • Collaborative and solution-oriented approach to problem-solving. • Demonstrates a strong personal faith in Jesus Christ and a deep understanding of biblical principles, ensuring alignment with the ministry's mission and values.
Reporting Structure
The Partner Relations Representative / CSR Operations Manager reports directly to the General Manager and works closely with the HR Director, leadership team, and other departments to ensure smooth operations and alignment with the ministry's mission.
Work Environment
This role is based within the ministry's operational team and may require occasional travel to donor events or meetings. The position also involves regular phone and email communication with donors, team members, and external partners.
We highly value our employees and offer excellent benefits, including: • Competitive salary • 100% company paid medical, dental and vision coverage • 403b program with employer match • Additional voluntary benefits including Flexible Spending Accounts, life insurance, disability insurance, critical illness insurance, accident insurance • Generous vacation and paid holidays • Annual free company merchandise program • Ability to work with like-minded coworkers with similar character and values, serving a cause that changes lives
This is a full-time position, supervising a team covering department hours of operation of Monday through Friday, between 7am to 5pm. Hours for this position will be determined by the General Manager.
Salary Range: $66,560K - $69K, DOE
This is an excellent opportunity to join a growing ministry with competitive compensation and benefits with an amazing team serving a higher purpose. If you have what it takes to join our team as our next Partner Relations Manager, don't miss out on this great opportunity! Apply now with your resume & cover letter.
Qualified candidates will be contacted for further consideration.