Manager, Operations (CSG)

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 an 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:

Reporting to the Director of the Charitable Strategies Group (CSG) at DAFgiving360, the Manager, Operations (Manager) is responsible for maintaining best practices and enacting key operational oversight functions within the team.

The Manager is a key member of CSG, which is the team of experts dedicated to performing due diligence review on, and ultimately to process, illiquid and other complex noncash asset contributions to DAFgiving360, including but not limited to closely held business interests, real estate, restricted stock, life insurance, cryptocurrency, artwork, and other complex gifts, such as those from trusts, estate, and foundations.

As Manager, you will help the team stay on top of a high volume of complex gift activity by making sure inbound requests are handled quickly and accurately and providing business critical support as a knowledge expert, including:

• Leading the daily intake of inbound complex asset gift inquiries. Monitor cases in CRM, triage as needed, and send timely responses to donors/advisors and internal partners, and documenting details and follow ups in the CRM.
• Monitoring and flagging business critical emails in the CSG shared email inbox.
• Being the main point of contact for operational coordination within CSG on estate and trust gifts, helping move items forward, ensuring clean handoffs, and completing follow up processing as needed.
• Owning processes and serve as “team lead” on vendor-managed cryptocurrency donations, as well as life insurance-annuity contributions for liquidation.
• Ensuring procedures and job aids exist for your areas of responsibility and create or improve them when they don’t.
• Providing back‑up coverage for core operations and systems work, including but not limited to booking complex contributions, backfilling on systems responsibilities, backing up documents in line with record retention policy, and double‑checking information so our records are complete and accurate.
• Enacting a strong risk awareness mindset and meeting service level expectations in a fastmoving, complex work environment.

What you are good at

Administrative Support and Operational Intake:

• You’re highly responsive and organized, and you can manage a high volume of inbound client and advisor inquiries: keeping the queue moving, capturing the right details, and meeting service level expectations.
• You write clear, professional communications and consistently log the key facts, documents, and follow ups in the CRM so there is a reliable record of what happened and what’s next.
• You have experience with detailed administrative processing: entering and tracking complex contributions in multiple systems, checking your work (twice), and coordinating with partners to complete end-to-end steps.
• You follow document retention and file management best practices, and you help keep team procedures and job aids accurate by flagging gaps and suggesting updates when needed.
• You take initiative to make day-to-day work smoother – using templates, checklists, and simple process improvements – and you’re comfortable cross training so the team has backup coverage.

Managing a Shared Email Inbox and Meeting SLAs:

• You work well with others but don’t wait to be asked. You take a request from intake to completion, coordinate handoffs, and follow through until it’s closed.
• You keep shared inboxes and work queues organized (routing messages, de‑cluttering, and filing) so the right person responds quickly and items don’t get missed.
• You’re comfortable monitoring open requests in the CRM and following up with teammates to ensure inquiries are handled within SLAs in line with procedures.

End-to-End Coordination of Unique Gifting Processes:

• You follow established procedures and help reinforce best practices (for example, how items are documented, filed, and handed off), and you help keep job aids usable by proposing edits when something changes.
• You support cross team gift workflows – especially for estate and trust, cryptocurrency, and life insurance-annuity gifts – by coordinating operational items, ensuring clean handoffs, and processing gifts within procedures.

Risk Mitigation Focus and High Level of Discretion:

• You can spot and escalate issues in the work (missing information, stalled items, or process breaks) and help the team prioritize what needs attention first.
• You have a strong quality mindset and can review system entries for complex gifts to confirm key fields, documents, and approvals are complete before items move forward.
• You can support specialized workflows, and you’re flexible in taking on other operational tasks such as letters, booking illiquid contributions, and support with compliance/performance reporting.
• You operate quickly but efficiently within a fast-paced environment, requiring initiative and being “one step ahead” to ensure tasks are timely completed.

CRM Follow Ups, Clean Up, and Document Retention Best Practices:

• You keep the CRM records precise, ensuring that all CSG gift opportunities adhere to established procedures.
• You uphold document retention best practices, maintaining clean and well-controlled routing and storage of all files.
• You regularly review and update files, safeguarding gift information and ensuring it remains current and accurate.
• You diligently follow up on gift inquiries, and efficiently close out inactive leads and completed gifts as necessary.

What you have

Required Qualifications

• Bachelor's degree required 
• Minimum of 6 years of relevant experience
• High level of ownership, emotional intelligence, and critical thinking skills
• Ability to work in a fast-paced environment
• Highly responsive and evidenced ability to meet service level standards
• Time management skills with the ability to manage competing priorities
• Attention to detail with an emphasis on accuracy
• Work well in a collaborative and fast-paced team environment
• Solid computer skills and evidenced ability to learn new systems and processes  
• Self-directed with strong customer service skills

Preferred Qualifications

• Chartered Advisor in Philanthropy (CAP) designation
• Knowledge about complex assets gifts