Job Description

Job Title: Development Operations Manager

Division: Development

Reports to: Senior Operations Development Manager

Classification: Exempt, Full-Time

Pay: $65,000 - $70,000 (Commensurate with Experience)

Position Summary:

The Development Operations Manager leads the systems, data, financial coordination, and operational processes that support fundraising across WXXI Public Media, The Little Theatre, CITY Magazine, and related WXXI initiatives. This position serves as the Development division's lead for RevCRM data governance, gift and revenue reconciliation, operational documentation, station-managed CDP/MSB workflows, payment platforms, reporting standards, and internal controls. The Manager ensures that donor and gift information is accurate, secure, accessible, and consistently maintained so that Development staff can make informed decisions and provide donors with timely, professional service. The Development Operations Manager establishes clear workflows and service standards, and works closely with Finance, Technology, Membership, Leadership Giving, Institutional Giving, Marketing, and external vendors.

Specific Responsibilities:

CRM ADMINISTRATION AND DATA GOVERNANCE

• Serve as the Development division's primary operational lead and super-user for RevCRM and related fundraising systems.
• Establish and maintain standards for donor records, constituent coding, activities, notes, flags, source codes, gift documentation, and other CRM data.
• Lead ongoing data-hygiene efforts, including the identification and resolution of duplicate accounts, incomplete records, inconsistent coding, missing documentation, and inaccurate donor information.
• Complete and document routine data-quality reviews and provide findings, recommendations, and corrective actions to Development leadership.
• Monitor data entry and gift-processing practices across the Development division to ensure adherence to established standards.
• Support the testing, implementation, and documentation of new workflows, integrations, reports, and business processes following the CRM conversion.
• Maintain a central library of operating procedures, process documents, report templates, naming conventions, training guides, and internal controls.
• Develop and deliver CRM and process training for Development staff, new employees, interns, and volunteers.
• Coordinate RevCRM user onboarding and access requests in partnership with Technology and CDP/MSB.
• Protect confidential donor, banking, payment, and personally identifiable information in accordance with WXXI security policies and applicable requirements.

FINANCIAL COORDINATION AND RECONCILIATION

• Lead the reconciliation of RevCRM transactions with WorldPay, Stripe, checks, lockbox activity, bank deposits, and other relevant payment or gift-processing systems.
• Develop and maintain documented daily, weekly, monthly, and fiscal year-end reconciliation procedures.
• Work closely with Finance to research and resolve unidentified, incomplete, duplicated, returned, refunded, or incorrectly coded transactions.
• Review and document revenue variances, chargebacks, payment failures, refunds, returned payments, and deposit exceptions.
• Support month-end close, fiscal year-end close, audits, financial reviews, and requests for Development revenue documentation.
• Maintain complete and organized records supporting gift transactions, reconciliations, corrections, and financial controls.
• Monitor station-managed pledge reminders and WXXI responsibilities associated with payment recapture and stop-loss follow-up.
• Provide Development and Finance leadership with regular status reports regarding reconciliation activity and unresolved exceptions.

CDP/MSB, VENDOR, AND PLATFORM COORDINATION

• Support the Senior Development Operations Manager on CDP/MSB matters by handling day-to-day operational requests and coordination with station-managed fundraising vendors.
• Submit and monitor CDP support cases and participate in Help Desk sessions, MSB office hours, training sessions, and operational meetings as needed.
• Monitor open cases, document resolutions, and communicate system or process changes to affected WXXI staff.
• Coordinate station-owned workflows involving source codes, premium codes, pledge-drive setup, specialty gifts, station-managed files, and local fundraising activities.
• Maintain appropriate station access, documentation, and quality-assurance practices for WorldPay, Stripe, Springboard, BillGO, Passport tools, and other approved platforms.
• Coordinate with CITY Magazine and WXXI's print or mailing vendors on station-managed list pulls, including monthly member-guide files.
• Oversee WXXI responsibilities related to Passport mVault maintenance and account-quality review.
• Partner with the Membership and Development Communications Director and Marketing staff on appropriate Iterable lists, templates, segments, and station-managed communications.
• Attend vendor training and remain informed about relevant system upgrades, process changes, and emerging best practices.

DEPARTMENT OPERATIONS AND PROCESS IMPROVEMENT

• Provide functional guidance and training to the Development Operations Coordinator and Development Operations Administrative Associate on systems, data standards, and gift-processing procedures.
• Maintain documented procedures, role responsibilities, and backup coverage for essential operational functions.
• Coordinate interns, temporary staff, and volunteers assigned to data-hygiene, acknowledgment, mailing, or operational projects.
• Create cross-training plans to ensure continuity for critical gift-processing, donor-service, reconciliation, and CRM functions.
• Contribute to weekly Development Operations meetings and provide updates regarding MSB, data quality, reconciliation, cases, workflow issues, and process improvements.
• Identify opportunities to simplify work, reduce manual processing, strengthen controls, and improve the donor experience.
• Support special fundraising projects, pledge drives, events, and other Development initiatives as assigned.

CROSS-DEPARTMENTAL SUPPORT

• Work collaboratively with Membership, Leadership Giving, Institutional Giving, Donor Stewardship, and Corporate Sponsorship staff to research and resolve donor or gift questions.
• Coordinate with Finance, Technology, Marketing, Content, and other WXXI departments when operational or donor information is needed.
• Provide Development leadership with reliable reports and operational information to support planning, forecasting, donor strategy, and performance measurement.
• Promote a service-oriented culture that recognizes Development Operations as an essential partner in fundraising and donor engagement.
• Perform other duties and special projects as assigned.

MINIMUM QUALIFICATIONS

• Bachelor’s degree or an equivalent combination of education, training, and professional experience.
• At least five years of experience in development operations, database administration, fundraising operations, financial operations, or a related field.
• Demonstrated experience with CRM or donor-database management, process development, data quality, reporting, and documentation.
• Experience reconciling financial or gift information across multiple systems.
• Team-lead or project-management experience.
• Strong proficiency with Microsoft Excel, Word, Outlook, and related office applications.
• Demonstrated ability to interpret data, identify exceptions, document findings, and resolve complex operational issues.
• Excellent organizational skills, attention to detail, judgment, and ability to meet recurring deadlines.
• Ability to handle donor and financial information with discretion and confidentiality.
• Ability to work independently while collaborating effectively across teams.
• Strong written and verbal communication skills.
• Demonstrated commitment to creating an inclusive workplace and working effectively with people from a range of backgrounds and experiences.
• Ability to work occasional early mornings, evenings, or weekends during fundraising drives, events, or fiscal deadlines.

PREFERRED QUALIFICATIONS

• Experience with RevCRM or another nonprofit fundraising CRM.
• Experience with WorldPay, Stripe, Springboard, Iterable, Tableau, Passport mVault, BillGO, or related fundraising platforms.
• Experience working with CDP, MSB, or another outsourced membership-services provider.
• Experience in public media, nonprofit fundraising, membership organizations, or donor-supported institutions.
• Experience supporting database conversion, system implementation, or financial audit processes.
• Familiarity with major gifts, planned gifts, restricted gifts, donor-advised funds, stock gifts, IRA distributions, foundation gifts, matching gifts, and other specialty contributions.

MEASURES OF SUCCESS

• Development and Finance records reconcile accurately and on schedule.
• Data-quality reviews are completed consistently, with exceptions documented and resolved.
• Required operational processes are current, documented, and accessible to appropriate staff.
• Staff members demonstrate consistent use of CRM standards and established procedures.
• CDP/MSB cases and vendor issues are monitored, communicated, and resolved in a timely manner.
• Audit, fiscal year-end, and financial review materials are complete and readily available.
• Critical functions have documented backup coverage and trained staff.
• Donor-account issues requiring operational research are resolved accurately and professionally.
• The Development Operations team meets established service, accuracy, and timeliness expectations.