Senior Specialist, Business Quality, DAFgiving360

Your Opportunity

DAFgiving360™ is an independent 501(c)(3) nonprofit dedicated to increasing charitable giving in the United States. Since 1999, donors have recommended over $55 billion in grants to more than 300,000 charities. Through donor-advised funds and philanthropic tools, we help individuals and families integrate charitable planning into their financial lives and make a meaningful difference.

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:

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. Complex Service & Operations is comprised of three subset teams: Business Quality, Estates and Charity Services. This specific role is for a position on the Business Quality subset team. Business Quality is a team responsible for upholding standards of work through consistent coaching and training within Service & Operations. The Business Quality Team works closely with Service & Operations leadership and the DAFgiving360 Training Team.

Qualified candidates will be comfortable becoming SMEs on Service & Operations Policies and Procedures, partnering with Service & Operations leadership to influence adoption and follow through for changes in processes and providing peer to peer feedback and coaching. In addition to managing a standard workload, members of Complex Service & Operations are expected to aid on DAFgiving360’s inbound phone line when volumes dictate.

What you’ll do

• Become an SME on Service & Operations processes, procedures and policies, and partner with the Knowledge Management and Training Teams to ensure information alignment.
• Identify gaps and inefficiencies, then partner with leaders to drive professional effectiveness in team-specific roles.
• Validates and certify role-based skills, ensuring representatives demonstrate the knowledge, accuracy, and capabilities required to perform consistently within the designated function.
• Uphold standards of work, in partnership with Service & Operations leadership.
• Coordinate and execute reviews of work completed by Service & Operations representatives (i.e.; reviewing calls, grants, MyQ cases). This will involve delivering peer-to-peer coaching and feedback to support quality conversations and service consistency, as well as partnering with leaders to improve individual and team performance by identifying trends and coaching opportunities.
• Critically analyze procedures to ensure accuracy and effectiveness.
• Provide timely, articulate, and thorough responses when partnering with DAFgiving360 Training Team in new hire pass-off and training content creation.

What you have

• DAFgiving360 experience highly preferred.
• BA/BS degree preferred.
• Excellent written and verbal communication skills, especially when working with leadership.
• Well-developed time management skills with the ability to organize, manage and juggle competing priorities.
• Capable of anticipating needs, gaps and opportunities before being asked.  
• Highly adaptive, change-positive personality capable of working effectively within a team environment.
• Ability to identify opportunities, develop concepts, and lead them through project execution.