Senior Manager
New York, NY, 10017
Apply now: Manager, Donor Engagement, location is Remote (EST). The start date is ASAP for this contract position through end of September.
Job Title: Manager, Donor Engagement
Location-Type: Remote (EST)
Start Date Is: ASAP
Duration: Through end of September (contract)
Compensation Range: $25-30/hr
Job Description:
This role manages high-volume inbound donor engagement, resolving inquiries and delivering a high-touch, personalized donor experience while supporting campaign execution and donor retention.
Day-to-Day Responsibilities:
- Manage inbound donor cases across phone and email (50/50 split)
- Resolve donor issues end-to-end (investigate, respond, and close cases)
- Handle high-volume outreach (~500 donors/month) with timely follow-up
- Use CRM tools to research donor records, identify duplicates, and update preferences
- Communicate with donors to address concerns (e.g., duplicate mailings) and provide program information
- Coordinate with internal teams (e.g., gift processing) to resolve escalations
- Execute donor communications (thank-you notes, emails, invitations)
- Track and manage workflows using project management tools (e.g., Monday.com)
- Escalate complex issues as needed while maintaining service standards
- Contribute to process improvements and maintain accurate case documentation
Requirements:
- Must-Haves:
- 3 years of experience in customer service, donor relations, or customer success
- Experience using a CRM system (Salesforce preferred)
- Strong written and verbal communication skills
- Ability to manage high-volume workload with strong time management
- Experience handling inbound inquiries and resolving cases independently
- Detail-oriented with strong organizational and interpersonal skills
- Nice-to-Haves:
- Experience in a nonprofit or mission-driven organization
- Familiarity with project management tools (e.g., Monday.com)
- Experience supporting direct response or donor engagement campaigns
Benefits:
This role is eligible to enroll in both Mondo's health insurance plan and retirement plan. Mondo defers to the applicable State or local law for paid sick leave eligibility
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