Director Donor Services

The Pittsburgh Foundation

https://pittsburghfoundation.org/

Website The Pittsburgh Foundation

Reports to: Vice President, Development and Donor Services
Position Status: Full-Time, Exempt

Salary Range: $105,000 -$110,000

POSITION SUMMARY

The director of donor services position is a key part of the Development and Donor Services team managing four donor service professionals and driving the donor services strategy for the department. Reporting to the vice president of Development and Donor Services, the director of donor services is responsible for evaluating, managing and delivering a tiered system of services to engage, inspire and strengthen the relationship between The Pittsburgh Foundation and its donors. The director of donor services develops and oversees systems, processes and training related to the donor experience (onboarding, engagement and stewardship), working closely with all departments to ensure consistency across the organization in the provision of high-quality donor services. The position will also require the roll out of metrics and benchmarks for donor services direct reports to use as guidelines for their work beginning with goals for new employees stretching through the continuum of their employment. Also, the director of donor services serves as one of the key fundraisers for the Development and Donor Services team, encouraging donors to give to their existing funds or create planned gifts. Those fundraising skills are essential to cultivating and steering team members to the same fundraising goals in their donor services outreach.

The Director, along with the VP for Development and Donor Services, will lead and implement this enhanced culture of strategically aligned donor service, by supporting and expanding critical donor relationships primarily with individuals and families and the greater nonprofit community. As a significant individual contributor to the overall growth and reputation of the Foundation, the position requires polish, project management experience, strong communications skills and family/next-generation meeting experience, with the flexibility to pivot from highly strategic decision making to execution of tasks.

The director of donor services will serve as the primary relationship manager for approximately 150 high-touch, high net worth fundholders and oversees staff members with pools ranging between 200-500 donors each.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Donor Services Leadership Responsibilities:
  • Works with vice president to develop systems for providing top-quality customer service, creating new approaches when needed and ensuring a consistent donor experience across the organization.
  • Creates and oversees application of donor on-boarding process and stewardship funnel and sets and trains staff on customer service standards to be used organization-wide to guide staff interactions with donors and prospects.
  • Develops benchmarks for donor service officers and develops processes to measure success in delivering donor services. Uses knowledge gathered to continually enhance The Pittsburgh Foundations donor services program, training and updating staff as needed.
  • Works closely with senior donor services officer/planned giving specialist and vice president for Development and Donor Services to ensure existing donors are educated about the various planned giving opportunities at the Foundation.
  • Works jointly with director of operations to ensure that changes to the donor experience for all types of funds (donor-advised funds, scholarships, field of interest or designated funds) is effectively implemented. This role will understand the perspectives of the donor and advocate appropriately for how changes in policy/procedure may change the donor experience.

Management Responsibilities:

  • Supervises donor services team of donor service officers, donor services associate, and administrative support staff member.
  • Ensures legal and financial compliance of funds by working cross departmentally with the funds manager and director of operations.
  • Manages a pool of approximately 150 high new worth donors, many with strong mission alignment to the work of The Pittsburgh Foundation.
  • Provides guidance and support to team members serving their portfolio of fundholders, ensuring consistent 24 to 48-hour response times and customer service.
  • Serves as lead interface with all other departments for prompt problem solving of fundholder-related issues when they arise. A member of the director leadership group, the director of donor services is the primary voice for the donor services experience in the Foundation and advocates appropriately.
  • Encourages fundholders to think through their legacy intentions and works with internal staff to help develop legacies that are mission-aligned, where appropriate, and/or adequately reflect a donor’s philanthropic intent.
  • Some work required beyond traditional work hours for meetings and events.
  • Works with vice president of Human Resources to ensure effective implementation of hiring practices, organizational policies, staff performance evaluation and professional development planning.
  • In collaboration with the vice president of HR/chief diversity officer and chief of staff and strategic implementation, assists with/participate in the development of strategy for Foundation-wide efforts to embed organizational values into institutional policies and practices, monitor progress and report learnings over time.

Meeting/Facilitation Requirements:

  • Facilitates meeting with families, donor-advised fundholders, corporate and community stakeholders utilizing developed tools to engage and explore the philanthropy of the group and how The Pittsburgh Foundation can help execute these philanthropic values.
  • Work with the Center for Philanthropy and its staff to develop specific giving plans for donors or fundholders to deepen the families’ connection to their philanthropy ,where appropriate engaging donors in site visits, next generation workshops and meetings with nonprofits.
  • Developing and implementing a family meeting standard operating procedure to engage multi-generational families in the philanthropy of their funds.

KEY SKILLS AND ABILITIES

  • Proven ability to work successfully with diverse populations and demonstrated commitment to promote and enhance diversity, equity and inclusion.
  • Commitment to the Foundation’s values of accountability, collaboration, community, racial justice and trust.
  • Demonstrated track record of success working directly with donors and their advisors.
  • High sense of integrity, honesty and ethics.
  • Significant multi-tiered staff management experience and the ability to develop, inspire and support a diverse and highly skilled team.
  • Flexible, responsive and collaborative work style with a strong service mentality.

QUALIFICATIONS AND EXPERIENCE

  • Bachelor’s degree required; MBA, MPM or other graduate nonprofit management degree a plus.
  • Ten or more years of leadership experience in developing, implementing and adapting strategies to attract and engage high net worth charitable donors; experience with diverse giving tools such as planned giving and donor-advised funds strongly preferred.
  • Experience or deep familiarity with community foundations preferred but not required
  • Exceptional communication, presentation and interpersonal skills, both written and verbal.
  • Demonstrated problem-solving skills and ability to exercise sound and confident judgment.

TO APPLY

Interested candidates should submit resume and cover letter to jobs@pghfdn.org by Oct. 15.

No phone calls please.

THE PITTSBURGH FOUNDATION IS AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY, EQUITY AND INCLUSION.

ABOUT THE PITTSBURGH FOUNDATION

Established in 1945, the community philanthropy for the Pittsburgh region is one of the nation’s oldest community foundations and is the 14th largest of more than 750 similar foundations across the United States. It set a new record for grantmaking, $67 million, in 2020. As a community foundation, its resources comprise endowment funds established by individuals, businesses and organizations with a passion for charitable giving and fulfilling the Foundation’s mission of improving quality of life for all in the region. The Foundation currently manages about 2,500 individual donor funds and, together with its supporting organizations and its affiliate, The Community Foundation of Westmoreland County, has assets of $1.46 billion. Grantmaking benefits a broad spectrum of basic needs and development opportunities within Pittsburgh and beyond. Learn more at www.pittsburghfoundation.org.

To apply for this job email your details to Jobs@pghfdn.org