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 locationsMonitor productivity, service levels, quality assurance scores, and performance metrics to ensure team successManage daily workflow, staffing adjustments, and workload distribution to meet operational demandsAddress performance concerns through coaching, development plans, and corrective action when necessaryDeliver new hire training and support ongoing employee development initiativesReview donor interactions and provide constructive feedback aligned with quality standardsReinforce work instructions, scripts, and client-specific procedures to ensure consistency and complianceIdentify performance trends and skill gaps and implement coaching and training solutionsSupport resolution of donor service escalations and operational issuesCollaborate with leadership and peers across multiple locations to maintain consistent service deliveryAssist with onboarding new clients and preparing teams for operational readinessMaintain accurate documentation, reporting, and communication related to team performanceFoster a positive, professional, and solutions-oriented team cultureMaintain regular attendance and availability according to scheduled work timesSupport operations across multiple locations as business needs requirePerform additional duties as assigned Your Profile: High School Diploma or GED required23 years of customer service, contact center, donor services, or related experience requiredPrevious leadership, supervisory, training, or senior-level experience requiredStrong leadership, coaching, and employee development skillsExcellent verbal and written communication abilitiesStrong problem-solving, decision-making, and conflict resolution skillsAbility to manage multiple priorities in a fast-paced environmentProficiency in Microsoft Office Suite, including Word, Excel, and OutlookAbility to analyze performance data and identify opportunities for improvementStrong organizational skills and attention to detailAbility t...