Donor Care Manager

Job Description

DONOR CARE MANAGER

Location: Onsite, Irondale, AL

HOW YOU WILL IMPACT THE BIG PICTURE:
Oversee the team of Mission Advancement Donor Care Specialists and Donor Correspondence Specialist who staff the Mission Advancement Donor Care Center and respond to donor calls on a variety of topics as well as review and respond to written donor communications. Acts as the escalation point for responding to difficult or complex donor issues and concerns. Coaches and motivates the team, ensuring they are well prepared to field calls and respond to written inquiries from EWTN donors.

WHAT YOU WILL DO:
• Hire, train, and support Donor Care Specialists to handle donor inquiries, process donations, and resolve service issues.
• Ensure compliance with Donor Care policies, objectives, and performance standards.
• Draft scripts aligned with EWTN's Mission Statement and other official EWTN communications and train staff on regulatory and privacy guidelines.
• Oversee donation research, monitor performance, and provide coaching or corrective actions as needed.
• Analyze data, prepare reports, and recommend improvements to optimize donor communication and satisfaction.
• Collaborate with leadership to enhance donor care operations and outcomes.

ABOUT YOU:
• Practicing Catholic with a solid understanding of the faith and how it relates to the goals of the mission.
• 2-3 years of experience in fundraising, with knowledge of omni-channel donor engagement and professional donor care.
• Background in call center, customer service, and supervisory roles.
• Skilled in using complex software and phone systems; strong communication across various demographics and education levels.
• Experienced in donor de-escalation, staff coaching, and performance evaluation.
• Excellent analytical, problem-solving skills, and ability to stay composed and compassionate under pressure.
• Hold a Bachelor's degree or equivalent experience.

WHAT YOU'LL LOVE ABOUT WORKING HERE:
• We offer a career with purpose! Apply your God-given talents, knowing your contributions help to advance EWTN's mission of sharing the Gospel with the world.
• Caring environment. We value the importance of family/life balance and welcome you as an EWTN family member, not just an employee.
• Worship at work! Freedom to participate in Mass, visit the chapel for prayer or attend an annual retreat.
• Competitive salary and comprehensive benefits package including Health, Dental, Vision, Life & Disability insurance and Retirement Savings Plan.
• 11 Paid Holidays and generous Paid Time Off program.
• Tuition reimbursement for online continuing education and degree programs through our partnership with Catholic International University.
• Ability to learn alongside legacy employees while bringing new ideas to the growing team!

WHAT TO DO NEXT:
If you're ready to get started on EWTN's mission to bring the Gospel to the world, please apply at https://www.ewtn.com/employment.

Click the 'View Jobs'' tab in the link above to start your application.

About the Employer

EWTN Global Catholic Network, in its 44th year, is the largest religious media network in the world. EWTN's 11 global TV channels are broadcast in multiple languages 24 hours a day, seven days a week to over 435 million television households in more than 160 countries and territories. EWTN platforms also include radio services transmitted through SIRIUS/XM, iHeart Radio, and over 500 domestic and international AM & FM radio affiliates; a worldwide shortwave radio service; one of the largest Catholic websites in the U.S.; electronic and print news services, including Catholic News Agency, "The National Catholic Register" newspaper, and several global news wire services; as well as EWTN Publishing, its book publishing division.