Donor service assistant manager

As a Donor Service Assistant Manager, you will lead and support Customer Service Representatives (CSRs) while overseeing the daily operations of assigned teams. You will be responsible for driving performance, maintaining service quality, delivering training, and ensuring operational consistency across multiple locations. Through coaching, leadership, and collaboration, you will help create exceptional donor experiences while supporting departmental and client goals.

Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels, and devices. We are an innovation-led company and the largest marketing, data, and fundraising company in North America, serving the purpose-driven industry with clients across education, association, political, and commercial sectors. Check out www.WeAreMoore.com for more information.

Your Impact:

• Lead, coach, and develop Customer Service Representatives across assigned teams and locations
• Monitor productivity, service levels, quality assurance scores, and performance metrics to ensure team success
• Manage daily workflow, staffing adjustments, and workload distribution to meet operational demands
• Address performance concerns through coaching, development plans, and corrective action when necessary
• Deliver new hire training and support ongoing employee development initiatives
• Review donor interactions and provide constructive feedback aligned with quality standards
• Reinforce work instructions, scripts, and client-specific procedures to ensure consistency and compliance
• Identify performance trends and skill gaps and implement coaching and training solutions
• Support resolution of donor service escalations and operational issues
• Collaborate with leadership and peers across multiple locations to maintain consistent service delivery
• Assist with onboarding new clients and preparing teams for operational readiness
• Maintain accurate documentation, reporting, and communication related to team performance
• Foster a positive, professional, and solutions-oriented team culture
• Maintain regular attendance and availability according to scheduled work times
• Support operations across multiple locations as business needs require
• Perform additional duties as assigned

Your Profile:

• High School Diploma or GED required
• 2–3 years of customer service, contact center, donor services, or related experience required
• Previous leadership, supervisory, training, or senior-level experience required
• Strong leadership, coaching, and employee development skills
• Excellent verbal and written communication abilities
• Strong problem-solving, decision-making, and conflict resolution skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook
• Ability to analyze performance data and identify opportunities for improvement
• Strong organizational skills and attention to detail
• Ability to collaborate effectively with teams across multiple locations
• Professional, dependable, and adaptable
• Ability to sit for extended periods throughout the workday
• Ability to lift and/or move up to 25 pounds

How We’ll Support You:

Join the largest marketing and fundraising company in North America serving the nonprofit industry where we prioritize innovation and professional growth. Collaborate with industry subject matter experts with over 5,000 employees across the enterprise. To help you stay energized, engaged and inspired, we offer a wide range of benefits including comprehensive healthcare, paid holidays and generous paid time off so you can have the time and space to recharge and pursue your other passions and be with the people you care about. Moore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.