Sr. Specialist, 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.

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. The Shared Services Team (SST) 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 creating and upholding standards of work through consistent coaching and training within Service & Operations. They identify the most proficient and accurate path of doing work, and partner with leaders to drive professional effectiveness in team specific roles. 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, Shared Services Team members 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.
• Create and 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.