Manager, Operations

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.

DAFgiving360’s Service & Operations team is responsible for the delivery of all service channels as well as handling all operational processes on behalf of clients, advisors, charities, and partners for DAFgiving360. Reporting to the Service Director, the Donor Services Team’s primary responsibility is to handle all customer service channels (phones and electronic communication) for account holders (donors), advisors and charities. The Donor Service Team Manager supports the Sr Manager and the Team and will have extensive exposure to skip level leadership.

What you are good at:

• SME for Department-Led Initiatives, procedures, and other efforts.
• Support the Sr Manager and the Team; act in the capacity of the Sr. Manager when they are absent.
• Monitor all team queues to ensure coverage throughout the day.
• Demonstrate consistent leadership. Seek out opportunities to build and develop leadership skills and knowledge as well as provide coaching and developmental feedback to the team.
• Lead and/or co-lead team meetings and turbos.
• QA coaching.
• Maintain a heightened awareness of fraud and risk issues pertaining to all facets of our department while presenting and implementing proactive solutions.
• Pursue efficiencies by working with key partners with procedures to improve the donor and charity experience.
• Edit procedures and training materials with partner teams to keep up with policy changes and new regulations provided by the IRS and/or legal counsel.
• Receives general instructions on new assignments, but little instructions on day-to-day work.
• Networks with leaders across functions to resolve issues, gain information, and influence outcomes.

What you have

Required Skills:

• Elevated level of ownership, emotional intelligence, and critical thinking that enable “Through Clients’ Eyes” mindset when providing client service and problem resolution.  
• Experience in financial services, non-profits, and/or DAFgiving360 highly desired.
• Project Management skills (e.g., scheduling, task management, prioritization, delegation).
• Customer Service experience (e.g., demonstrated skill in diffusing potentially volatile customer situations / de-escalation).
• The ability to demonstrate good judgment to select solutions and complete assignments. 
• Well-developed time management skills with the ability to organize, manage and juggle competing priorities.