Sr. Team Manager, Operations (Shared Services Team) DAFgiving360

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 more than $35 billion in grants to more than 255,000 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 is responsible for ensuring that employees receive consistent, high-quality training and support across service and operational areas. A subset of the team also performs estate work processing, ensuring accurate handling of sensitive donor cases related to succession planning, enforcing program policies, while also assisting other teams when volumes spike.

The Sr. Team Manager will also stand-up a Quality Assurance pillar within the team that will start monitoring performance quality, identifying process gaps, and ensuring compliance with internal (DAFgiving360) and external (Schwab) standards and regulations.

Reporting to the Service Director, the Sr. Team Manager will be responsible for leading this team, encouraging high degrees of proficiency, execution, and accuracy. The Shared Services Sr. Team Manager will oversee a team critical to ensuring operational excellence, regulatory compliance, and exceptional client service within the DAF environment. This leader will guide the development and delivery of training programs that equip associates with the knowledge needed to navigate charitable giving regulations, account servicing, and donor-facing interactions. They will maintain rigorous quality assurance processes to uphold accuracy, mitigate risk, and support audit readiness. Additionally, the Senior Manager will oversee estate-related case work, ensuring sensitive donor and successor interactions are handled with precision, confidentiality, and empathy. Through strong coaching, data-driven insights, and process improvement initiatives, the Sr. Team Manager will foster a high-performing team that supports the organization’s mission and enhances the donor experience

What you are good at:

• Providing Leadership to foster a culture of service, support and accountability through coaching and mentorship with a focus on behaviors, KPI expectations, and holistic risk management.
• Exceptional communicator, able to partner with stakeholders across Service and Operations, Knowledge Management, Risk, Legal and all other groups across DAFgiving360 and Schwab
• Think analytically, using data to assess trends, identify gaps and drive meaningful improvements in both training effectiveness and operational quality
• Strong decision maker, capable of balancing donor experience, Risks and operational efficiency
• Demonstrate deep emotional intelligence, especially when supporting new hires with varying learning styles and levels of experience
• Build a brand of leadership and influence across business segments and collaborate with peer managers as well as other partners across locations to support change, drive consistency and share information, best practices, and other relevant topics
• Provide creative solutions to new or complex situations and facilitate special requests
• Pursue efficiencies working with key partners throughout our interactions to improve the donor, advisor, and charity experience
• A love and passion for philanthropy and helping donors achieve their charitable goals

What you have

• BA/BS degree with 2 to 5 years of management experience preferred (background in financial services, specifically with Charles Schwab, Inc., or the non-profit sector highly desired.

• Strong track record in and passion to consistently provide an exceptional client experience with the ability to anticipate and resolve problems under your own initiative
• Ability to deliver a distinctive and thoughtful experience that is aimed at providing a white glove and seamless experience for new hires, existing associates and business partners
• Passion in mentoring others in teaching processes, coaching processes, and employee development skills for future leadership success.

• Strong communication skills, written and verbal, and the ability to deliver technical information in lay terms
• Comfort with quantitative and qualitative data analysis, problem-solving and presenting to all organizational levels