Project HOPE
Director of Development Operations and Donor Experience
Project HOPE, Washington, District of Columbia, us, 20022
Director of Development Operations and Donor Experience, Development and Communications
Location: District of Columbia United States
Project HOPE is an international NGO of more than800 engaged employees and hundreds of volunteers who work in more than25 countries, responding to the world's most pressing global healthchallenges. Throughout our 60-year legacy, Project HOPE has treated millions ofpatients and provided more than $3 billion worth of medicines to local healthcare organizations around the world. We have helped build hundreds of healthprograms from the ground up and responded to humanitarian crises worldwide.
Code ofConduct It is ourshared responsibility and obligation to treat each other with respect, takeaffirmative steps to prevent matters involving Sexual Exploitation & Abuseand Trafficking in Persons, and to disclose all potential and actual violationsof our Code of Conduct, which may include Conflicts of Interest, Fraud,Corruption, Discrimination or Harassment. Together we can reinforcea culture of respect, integrity, accountability, and transparency.
POSITIONSUMMARY: ProjectHOPE seeks a dynamic, experienced, and mission-driven Director of DevelopmentOperations and Donor Experience to lead core operational functions within theDevelopment and Communications department. Reporting to the Vice-President ofMass Market Fundraising and Donor Experience, the Director manages a 6-personteam responsible for CRM systems (Raiser's Edge NXT), gift processing, donorservices, and reporting and analytics. The role is also the primary liaison tothe Finance and Legal departments, overseeing departmental expensereconciliation, revenue forecasting, gift agreement development, and department-widereporting and analytics to inform fundraising strategy.
This is anexcellent opportunity for a data-driven, donor-centered leader to modernizeoperations, strengthen cross-functional collaboration, and advancebest-in-class donor and data practices across a growing team.
PRINCIPALRESPONSIBILITIES: Operations and Logistics: Oversee all Development Operations, including the CRM (Raiser's Edge NXT), caging, gift processing, donor services, vendor relationships, donation platforms, and logistics. Serve as subject matter expert and liaison across DevOps, Legal, Procurement, and fundraising compliance functions, including donor privacy, registrations, and accreditations (e.g. BBB Wise Giving Alliance). Develop process improvements to strengthen efficiency, quality control, and team capacity. Ensure alignment and collaboration across DevOps functions, promoting team development, cross-training, and shared accountability.
Gift Processing and Database: Manage the Gift Processing Team, ensuring timely, accurate gift processing across internal and external platforms, including research, attribution, export/import, set up/testing, queries and reports, and cross-channel platform integration (Fundraise UP, Omatic, Luminate, wires, etc.). Manage the Database Team and ensure effective CRM use across departments. Partner with DevComms, Finance, and other departments to identify areas for continuous improvement, and to develop, document, maintain, and enforce business rules, SOPs, and constituency procedures, ensuring they stay current and are shared with stakeholders.
DonorExperience: Lead the Donor Services strategy and team, providing mentorship, backup support, and serving as escalation point when needed. Oversee SOPs, scripts, and workflows for donor inquiries and requests, acknowledgments, and recurring gifts, ensuring a consistent donor experience aligned with fundraising goals.
Data Analytics, Planning and Reporting: Direct the Analytics Team in delivering high quality, actionable reporting that informs campaign strategy and investment decisions. Work with analytics vendors and internal teams to ensure proper data flows and CRM validation. Manage departmental invoicing, revenue attribution, reconciliation, and financial processes in coordination with Finance. Support annual budgeting and forecasting for DevComm departments and the CDCO.
Other duties as assigned.
MINIMUMQUALIFICATIONS: Minimum 10 years of experience in nonprofit development operations, including donor database management and reporting. Strong project management skills, with a proven ability to implement systems and processes to deliver results. Demonstrated experience with fundraising platforms, donor CRMs (e.g. Raiseres Edge NXT), and campaign performance reporting Experience applying measurements best practices to marketing and fundraising strategy, including evaluating lead generation and campaign effectiveness. Proven ability to lead, motivate, mentor and build high-performing teams. Tech savvy and able to learn new systems and adapt to changes in technology. Proven ability to thrive in a fast-paced environment and manage multiple projects and tight deadlines. Strong aptitude for creating structure and processes where none exist or where improvements are required. Demonstrated ability to work effectively on a team and maintain a positive attitude with a solutions-focused approach. Advanced proficiency in Microsoft Office Suite, especially Excel and Outlook.
PREFERRED QUALIFICATIONS: Bachelor's degree Familiarity with NetSuite or similar financial platforms for reconciliation, revenue tracking, invoicing, and budget management.
PHYSICALDEMANDS AND WORK ENVIRONMENT: The physicaldemands and work environment characteristics described here are representativeof those that must be met by an employee to successfully perform the essentialfunctions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.
Physicaldemands: While performing the duties of this job, the employee must be mobile in an office environment and able to use standard office equipment. Must be able to communicate in verbal and written form and must be able to travel internationally. Project HOPE employees may be required to travel or work in countries where working conditions are classified as "hardship."
Work environment: Typical office environment with exposure to a minimal noise level. Emergency deployments may be in resource-deprived environments with austere living conditions. Travel for extended periods may be by air and/or other modes of transportation. While international travel is not a regular part of every job, programmatic needs may require it intermittently. Project HOPE employees may be required to travel or work in countries where working conditions are classified as "hardship."
Salaryrange starting at $127,000 per year. Compensation for the role is dependenton several factors, including a candidate's qualifications, skills, andexperience. Project HOPE offers comprehensive benefits as part of the totalcompensation package, including health, dental, vision, and life insurance,403(b), paid leave, and much more. For more information about our benefits,please visit our benefits page.
Notice to applicants: Project HOPE does notconduct direct solicitation/recruitment via email. Project HOPE never asks jobapplicants for payment or financial information at any stage of the recruitmentprocess. Project HOPE will never send you a third-party check and ask you tocash it. If you have been recruited via email, please contact Compliance@projecthope.org
Dueto the substantial number of inquiries, we receive, only candidates who havemet the required experience & qualifications for this position will beconsidered. No phone calls please. However,since we are active around the world in the country of public health, we maywish to retain your CV in our database for other/future opportunities, unlessyou direct us otherwise.
Thank you very much for yourinterest in Project HOPE
Location: District of Columbia United States
Project HOPE is an international NGO of more than800 engaged employees and hundreds of volunteers who work in more than25 countries, responding to the world's most pressing global healthchallenges. Throughout our 60-year legacy, Project HOPE has treated millions ofpatients and provided more than $3 billion worth of medicines to local healthcare organizations around the world. We have helped build hundreds of healthprograms from the ground up and responded to humanitarian crises worldwide.
Code ofConduct It is ourshared responsibility and obligation to treat each other with respect, takeaffirmative steps to prevent matters involving Sexual Exploitation & Abuseand Trafficking in Persons, and to disclose all potential and actual violationsof our Code of Conduct, which may include Conflicts of Interest, Fraud,Corruption, Discrimination or Harassment. Together we can reinforcea culture of respect, integrity, accountability, and transparency.
POSITIONSUMMARY: ProjectHOPE seeks a dynamic, experienced, and mission-driven Director of DevelopmentOperations and Donor Experience to lead core operational functions within theDevelopment and Communications department. Reporting to the Vice-President ofMass Market Fundraising and Donor Experience, the Director manages a 6-personteam responsible for CRM systems (Raiser's Edge NXT), gift processing, donorservices, and reporting and analytics. The role is also the primary liaison tothe Finance and Legal departments, overseeing departmental expensereconciliation, revenue forecasting, gift agreement development, and department-widereporting and analytics to inform fundraising strategy.
This is anexcellent opportunity for a data-driven, donor-centered leader to modernizeoperations, strengthen cross-functional collaboration, and advancebest-in-class donor and data practices across a growing team.
PRINCIPALRESPONSIBILITIES: Operations and Logistics: Oversee all Development Operations, including the CRM (Raiser's Edge NXT), caging, gift processing, donor services, vendor relationships, donation platforms, and logistics. Serve as subject matter expert and liaison across DevOps, Legal, Procurement, and fundraising compliance functions, including donor privacy, registrations, and accreditations (e.g. BBB Wise Giving Alliance). Develop process improvements to strengthen efficiency, quality control, and team capacity. Ensure alignment and collaboration across DevOps functions, promoting team development, cross-training, and shared accountability.
Gift Processing and Database: Manage the Gift Processing Team, ensuring timely, accurate gift processing across internal and external platforms, including research, attribution, export/import, set up/testing, queries and reports, and cross-channel platform integration (Fundraise UP, Omatic, Luminate, wires, etc.). Manage the Database Team and ensure effective CRM use across departments. Partner with DevComms, Finance, and other departments to identify areas for continuous improvement, and to develop, document, maintain, and enforce business rules, SOPs, and constituency procedures, ensuring they stay current and are shared with stakeholders.
DonorExperience: Lead the Donor Services strategy and team, providing mentorship, backup support, and serving as escalation point when needed. Oversee SOPs, scripts, and workflows for donor inquiries and requests, acknowledgments, and recurring gifts, ensuring a consistent donor experience aligned with fundraising goals.
Data Analytics, Planning and Reporting: Direct the Analytics Team in delivering high quality, actionable reporting that informs campaign strategy and investment decisions. Work with analytics vendors and internal teams to ensure proper data flows and CRM validation. Manage departmental invoicing, revenue attribution, reconciliation, and financial processes in coordination with Finance. Support annual budgeting and forecasting for DevComm departments and the CDCO.
Other duties as assigned.
MINIMUMQUALIFICATIONS: Minimum 10 years of experience in nonprofit development operations, including donor database management and reporting. Strong project management skills, with a proven ability to implement systems and processes to deliver results. Demonstrated experience with fundraising platforms, donor CRMs (e.g. Raiseres Edge NXT), and campaign performance reporting Experience applying measurements best practices to marketing and fundraising strategy, including evaluating lead generation and campaign effectiveness. Proven ability to lead, motivate, mentor and build high-performing teams. Tech savvy and able to learn new systems and adapt to changes in technology. Proven ability to thrive in a fast-paced environment and manage multiple projects and tight deadlines. Strong aptitude for creating structure and processes where none exist or where improvements are required. Demonstrated ability to work effectively on a team and maintain a positive attitude with a solutions-focused approach. Advanced proficiency in Microsoft Office Suite, especially Excel and Outlook.
PREFERRED QUALIFICATIONS: Bachelor's degree Familiarity with NetSuite or similar financial platforms for reconciliation, revenue tracking, invoicing, and budget management.
PHYSICALDEMANDS AND WORK ENVIRONMENT: The physicaldemands and work environment characteristics described here are representativeof those that must be met by an employee to successfully perform the essentialfunctions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.
Physicaldemands: While performing the duties of this job, the employee must be mobile in an office environment and able to use standard office equipment. Must be able to communicate in verbal and written form and must be able to travel internationally. Project HOPE employees may be required to travel or work in countries where working conditions are classified as "hardship."
Work environment: Typical office environment with exposure to a minimal noise level. Emergency deployments may be in resource-deprived environments with austere living conditions. Travel for extended periods may be by air and/or other modes of transportation. While international travel is not a regular part of every job, programmatic needs may require it intermittently. Project HOPE employees may be required to travel or work in countries where working conditions are classified as "hardship."
Salaryrange starting at $127,000 per year. Compensation for the role is dependenton several factors, including a candidate's qualifications, skills, andexperience. Project HOPE offers comprehensive benefits as part of the totalcompensation package, including health, dental, vision, and life insurance,403(b), paid leave, and much more. For more information about our benefits,please visit our benefits page.
Notice to applicants: Project HOPE does notconduct direct solicitation/recruitment via email. Project HOPE never asks jobapplicants for payment or financial information at any stage of the recruitmentprocess. Project HOPE will never send you a third-party check and ask you tocash it. If you have been recruited via email, please contact Compliance@projecthope.org
Dueto the substantial number of inquiries, we receive, only candidates who havemet the required experience & qualifications for this position will beconsidered. No phone calls please. However,since we are active around the world in the country of public health, we maywish to retain your CV in our database for other/future opportunities, unlessyou direct us otherwise.
Thank you very much for yourinterest in Project HOPE