Gift Operations Manager

WBUR has embarked on a $150 million comprehensive campaign that will enable us to invest in content, people and innovation. Over five years, our 26-person fundraising team is responsible for securing $48 million in restricted gifts to support a variety of WBUR initiatives, in addition to $102 million in unrestricted support.

The Gift Operations Manager will play a critical role in this effort by ensuring timely and accurate gift entry into Salesforce NPSP, as well as thorough updates and entry of donor information. In addition to daily processing of gifts, they will help define and refine standard operating procedures that facilitate pledge accuracy and enhance day-to-day operations. They will seek out new opportunities for continuous improvement, make recommendations to leadership and partner with cross-functional teams to implement those strategies.

This role will liaise with the Finance team on transactional reconciliation, as well as coordinate all gift-related updates and reporting necessary to support the monthly financial reconciliation. This role includes customer service and donor relations.

Gift Entry (50%)

• Accurately enter gift details directly through import; add new donor records and update existing records as needed.
• Process complex or escalated gifts.
• Assist Coordinator with manual gift processing during peak seasons and as needed.
• De-duplicate constituent and relationship records; create regular contributions and gift validation reports. 
• Works closely with the Finance team and gift officers to ensure compliance with internal restricted giving policies and IRS regulations for charitable gifts.

Program Management (20%)

• Supervise Gift Operations Coordinator.
• Create and maintain policies and procedures that guide gift entry, ensuring the database effectively captures donor gift information and activity.
• Promptly notify staff of successful data transmissions, processing delays or other changes in gift entry status that can impact teams’ work and reporting.
• Work with the operations and finance team to reconcile gift entry on at least a monthly basis.
• Collaborate with various Boston University departments, including Treasury and Gift & Records, to improve gift transfer and tracking.

Database Management (20%)

• Provides troubleshooting support for batch exceptions, gift uploads and financial reconciliation.
• Identify gift discrepancies and assign integrity projects (correcting recognition credits, standardizing attribute fields, pledge application/adjustments, updating campaigns.)
• Generates necessary gift reporting from Salesforce on a daily, weekly and monthly basis
• As assigned, produce donor, gift, and income reports, lists, merge files, etc. as requested by various teams and other key constituents.

Donor Relations (10%)

• Provide exceptional customer service over the phone, through email, and via other channels in responding to donor inquiries regarding gift processing and answering questions about the organization. 
• Contact donors as needed regarding gift related errors, including declined credit cards, incomplete checks and unspecified designations. 
• Work with fundraisers, program, and finance teams as necessary to clarify donor intentions or any other questions related to contributions.

Required Skills:

• Bachelor's or equivalent experience
• 3-5 years of nonprofit gift entry experience
• Experience managing staff
• Strong attention to detail, organization and prioritization skills
• Ability to work independently yet collaboratively with multiple teams or departments
• Excellent verbal and written communication skills
• Good judgment and the ability to maintain confidential information

This role is a hybrid one and in-office work is expected 3-4 days per week.