Associate Director leading Child & Family Services for a comprehensive behavioral health organization in Colorado. Supervising clinical teams and ensuring high - quality service delivery.
AA
Hybrid Associate Director, Donor Support Services
Posted last month
About the role
- Associate Director leading Donor Support Services team for the Alzheimer’s Association. Overseeing donor inquiries and managing escalations while ensuring compliance with performance metrics and service levels.
Responsibilities
- Lead and coach a Donor Support Services team
- Oversee donor inquiry resolution via phone, email, ServiceDesk, and chat escalations
- Manage day‑to‑day performance of the external contact center vendor; monitor SLAs and quality
- Serve as an escalation point for complex donor issues
- Maintain and improve workflow documentation, procedures, and training materials
- Manage volume, workflow distribution, and response‑time expectations
- Collaborate with Finance, Development, and IT on issue resolution and system improvements
Requirements
- Bachelor’s degree or equivalent experience
- 5+ years customer service, donor support, or operations experience
- Experience leading teams in a high‑volume service environment
- Experience managing outsourced vendors or contact center partners
- Strong communication, coaching, and problem‑solving skills
- Ability to analyze data and manage performance metrics
- Experience with or ability to learn Luminate Online, Funraisin’, Salesforce, Personify, ServiceDesk, 8x8, and MS Office (Excel)
Benefits
- Health insurance
- 401(k) retirement plan
- Tuition reimbursement
- Generous Paid Time Off
- 12 annual holidays
- Paid Family Leave
- Cultural & Heritage Day
- Volunteer Day
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