Director of Development Operations and Donor Experience

Director Of Development Operations And Donor Experience, Development And Communications

Project HOPE is an international NGO of more than 800 engaged employees and hundreds of volunteers who work in more than 25 countries, responding to the world's most pressing global health challenges. Throughout our 60-year legacy, Project HOPE has treated millions of patients and provided more than $3 billion worth of medicines to local health care organizations around the world. We have helped build hundreds of health programs from the ground up and responded to humanitarian crises worldwide.

Project HOPE seeks a dynamic, experienced, and mission-driven Director of Development Operations and Donor Experience to lead core operational functions within the Development and Communications department. Reporting to the Vice-President of Mass Market Fundraising and Donor Experience, the Director manages a 6-person team responsible for CRM systems (Raiser's Edge NXT), gift processing, donor services, and reporting and analytics. The role is also the primary liaison to the Finance and Legal departments, overseeing departmental expense reconciliation, revenue forecasting, gift agreement development, and department-wide reporting and analytics to inform fundraising strategy.

This is an excellent opportunity for a data-driven, donor-centered leader to modernize operations, strengthen cross-functional collaboration, and advance best-in-class donor and data practices across a growing team.

Principal Responsibilities :

• Operations and Logistics : Oversee all Development Operations, including the CRM (Raiser's Edge NXT), caging, gift processing, donor services, vendor relationships, donation platforms, and logistics. Serve as subject matter expert and liaison across DevOps, Legal, Procurement, and fundraising compliance functions, including donor privacy, registrations, and accreditations (e.g. BBB Wise Giving Alliance). Develop process improvements to strengthen efficiency, quality control, and team capacity. Ensure alignment and collaboration across DevOps functions, promoting team development, cross-training, and shared accountability.
• Gift Processing and Database : Manage the Gift Processing Team, ensuring timely, accurate gift processing across internal and external platforms, including research, attribution, export / import, set up / testing, queries and reports, and cross-channel platform integration (Fundraise UP, Omatic, Luminate, wires, etc.). Manage the Database Team and ensure effective CRM use across departments. Partner with DevComms, Finance, and other departments to identify areas for continuous improvement, and to develop, document, maintain, and enforce business rules, SOPs, and constituency procedures, ensuring they stay current and are shared with stakeholders.
• Donor Experience : Lead the Donor Services strategy and team, providing mentorship, backup support, and serving as escalation point when needed. Oversee SOPs, scripts, and workflows for donor inquiries and requests, acknowledgments, and recurring gifts, ensuring a consistent donor experience aligned with fundraising goals.
• Data Analytics, Planning and Reporting : Direct the Analytics Team in delivering high quality, actionable reporting that informs campaign strategy and investment decisions. Work with analytics vendors and internal teams to ensure proper data flows and CRM validation. Manage departmental invoicing, revenue attribution, reconciliation, and financial processes in coordination with Finance. Support annual budgeting and forecasting for DevComm departments and the CDCO.

Minimum Qualifications :

Preferred Qualifications :

Physical Demands and Work Environment :

Salary range starting at $127,000 per year. Compensation for the role is dependent on several factors, including a candidate's qualifications, skills, and experience. Project HOPE offers comprehensive benefits as part of the total compensation package, including health, dental, vision, and life insurance, 403(b), paid leave, and much more. For more information about our benefits, please visit our benefits page.

Notice to applicants : Project HOPE does not conduct direct solicitation / recruitment via email. Project HOPE never asks job applicants for payment or financial information at any stage of the recruitment process. Project HOPE will never send you a third-party check and ask you to cash it. If you have been recruited via email, please contact Compliance@projecthope.org.

Due to the substantial number of inquiries, we receive, only candidates who have met the required experience & qualifications for this position will be considered. No phone calls please. However, since we are active around the world in the country of public health, we may wish to retain your CV in our database for other / future opportunities, unless you direct us otherwise. Thank you very much for your interest in Project HOPE.