Manager, Dedicated Services-DAFgiving 360

Your Opportunity

DAFgiving360™ is an independent nonprofit organization created to increase charitable giving in the U.S. We offer a donor-advised fund program and related philanthropic tools and guidance that empower donors to incorporate charitable planning into their everyday lives and make a bigger difference in the world. Since our founding in 1999 as a 501(c)(3) public charity, DAFgiving360 donors have recommended over $50 billion in grants to more than 295,000 charities.

DAFgiving360 has entered into a services agreement with Charles Schwab & Co., Inc. for administrative and other services, including human resources. This position will be an employee of Charles Schwab & Co., Inc. and will be subject to its policies and procedures but will report to and be accountable to DAFgiving360 for day-to-day activities.

Our opportunity:

The Dedicated Service Team’s primary responsibility is to provide white-glove service to DAFgiving360’s top-tier donors and advisors. The team will promote growth and strengthen relationships with donors, advisors, and business partners through a combination of service and operations workload. Qualified candidates will be comfortable answering incoming calls from donors and financial advisors, making outbound calls to charities as well as handling written requests, donor operations, and completing grant recommendations.

What you’ll do

• Lead and coach a team delivering white-glove service to top-tier donors and advisors, setting clear expectations for responsiveness, quality, and client experience across phone and email channels.
• Issue resolution by monitoring escalations, removing blockers, and ensuring complex donor/advisor needs are handled effectively and empathetically.
• Oversee day-to-day workflow, capacity planning, and case assignment to balance service demand with operational workload and ensure timely, accurate completion within established service levels.
• Partner with cross-functional DAFgiving360 teams and key Schwab business partners to resolve systemic issues, align priorities, and improve end-to-end donor and advisor experiences.
• Represent the Dedicated Service Team in meetings with advisors and internal partners, setting agendas, aligning on next steps, and communicating outcomes back to the team.
• Ensure grants and donor operations requests are processed efficiently and with a high level of personalization by setting standards, monitoring quality, and providing guidance on complex cases.
• Maintain strong risk and compliance oversight by ensuring team adherence to IRS regulations and internal policies; review trends, conduct spot checks, and escalate potential concerns as needed.
• Lead execution of donor operations work by clarifying procedures, coordinating with upstream/downstream partners, and ensuring accurate documentation and follow-through.
• Champion organizational initiatives and process improvement projects, translating goals into team action plans, timelines, and measurable outcomes.
• Monitor team performance against service levels, quality targets, and productivity expectations; analyze trends and report results, risks, and improvement opportunities to leadership.
• Anticipate and mitigate potential risks across service and operations by identifying root causes, implementing corrective actions, and reinforcing a strong control-minded culture.

What you have

• BA/BS degree highly preferred; equivalent leadership experience considered.
• 5+ years of relevant experience in customer service and/or financial services, including demonstrated team leadership (people management or lead/coach responsibilities preferred); Charles Schwab, Inc., DAFgiving360, or donor-advised fund experience strongly desired.
• Proven ability to lead with ownership and emotional intelligence—coaching teams to deliver a Through Client’s Eyes experience and to resolve issues with sound judgment and empathy.
• Strong decision-making and structured problem-solving skills, with the ability to assess risk, identify root causes, and implement sustainable solutions across a team.
• Demonstrated capability to oversee complex operational work and service delivery setting quality standards, guiding escalation handling, and ensuring consistent execution for advisors, donors, and charities.
• Experience managing competing priorities through planning, workload/capacity management, and effective delegation to meet service levels and operational deadlines.
• Ability to lead the team through year-end peak season (November–January), including schedule planning, staffing adjustments, and clear communication to sustain performance and morale.
• Change agility—able to pivot quickly, reset priorities, and guide teams through evolving business needs while maintaining focus on client experience and controls.
• Strong stakeholder and partnership management skills, with the ability to influence across functions (DAFgiving360 and Schwab partners) to align priorities, resolve systemic issues, and improve end-to-end processes.
• Continuous improvement mindset—uses data and frontline insights to identify efficiency opportunities, lead process improvements, and drive measurable results.
• Leadership presence with a positive, team-oriented approach—models professionalism, accountability, integrity, and ethical decision-making while fostering an inclusive, high-performing culture.