Donor Experience Manager

Donor Experience Manager

Hybrid

Development & Fundraising

Full time

Washington, District of Columbia, United States

At World Central Kitchen (WCK), we believe that every supporter deserves to feel the same urgency, care, and compassion that we bring to feeding people on the frontlines of crisis. As a member of the Development Team, the Manager, Donor Experience will be a key architect of that vision—leading a small but mighty team to ensure every donor interaction is meaningful, timely, and inspiring. From managing acknowledgments, pledges, and matching gifts to monitoring fundraising platforms and exploring new ways to give, this role blends hands-on donor support with forward-looking innovation. With a unique mandate to research and apply emerging tools like AI, you will help transform how WCK connects with donors at scale while preserving the warmth and humanity at the heart of our mission.

This role requires a sincere commitment to WCK’s mission, the proven ability to thrive in a dynamic, fast-paced environment with attention to detail, and the ability to manage multiple priorities. This position will report to our Washington DC location and will work closely with senior leaders and lead a small team.

Key Duties & Responsibilities:

• Provide effective oversight and leadership to the team responding to donor inquiries received via email, phone, postal mail, and other fundraising platforms.
• Research and pilot AI chatbots and tools to improve donor inquiry response times and provide 24/7 support capabilities
• Lead proof-of-concept projects for natural language processing tools to analyze donor feedback and sentiment across multiple channels
• Oversees Associate, Acknowledgements to refine and maintain the efficient processing and delivery of donor acknowledgements and receipts.
• Enhance and maintain WCK’s timely responses to Tribute and In Honor of requests.
• Effectively manage the individual matching gifts process and coordinate with the corporate matching gifts team.
• Manage research and collection of aging pledge commitments and coordinate with the Donor Relations and Finance teams.
• Conduct quality assurance checks on processes and workflows to ensure a great donor experience.
• Develop and maintain effective written guidelines and procedures for the donor experience workflow.
• Provide training, coaching, and development to the Donor Experience team members.
• Gain, maintain, and share expertise and knowledge of the many platforms that donors use to give to WCK.
• Contribute to various team projects as assigned.

Requirements

• Minimum of 3+ years of progressive experience in donor experience, including at least 1 year in a supervisory role.
• 2+ years of customer service experience, ideally within a nonprofit environment.
• At least 1 year of experience with Salesforce NPSP or other customer relationship management (CRM) databases.
• Proven ability to supervise, lead, and communicate clearly within a team setting.
• Strong understanding of the complexities of high-volume, multi-channel giving.
• Direct experience with gift entry, data file processing, and data uploads.
• Demonstrated ability to organize and prioritize work, delegate tasks appropriately, and solve problems through analysis and interpretation of information.
• Excellent written and oral communication skills, with exceptional business writing and proofreading expertise.
• Proficiency with Excel and/or Google Sheets, and Microsoft Word.
• Strong commitment to accuracy, timeliness, clarity, and attention to detail.
• Demonstrated flexibility, eagerness to learn, and comfort with ambiguity in a fast-paced environment.
• Enthusiasm for exploring new technologies and methods to improve results.

Preferred candidates will also have previous experience working in a fundraising, development, or an operations environment, experience coordinating with outside vendors, and multicultural experience.

Salary Range: $80,000 - $100,000 USD

Benefits

WCK Employee Benefits Overview

ZERO Premiums: WCK covers 100% of insurance premiums for employees and their dependents, including medical, dental, vision, and group life coverage. Benefits begin on your date of hire.

Voluntary Benefits:
 Options include:

• Additional Life Insurance
• Pet Insurance
• Supplemental AD&D
• Flexible Spending Accounts (Dependent Care and Health Care)

403(b) Retirement Plan:

WCK offers a 50% match up to 8% of employee salary deferrals, beginning within 30 days of hire.

Life & Disability Insurance:

100% employer-sponsored group life and disability insurance provided within 30 days.

Paid Time Off (PTO):

 Responsible PTO, including vacation, sick, and personal leave, plus paid holidays.

Growth Opportunities:

 Learning and development support to grow your career.

Employee Assistance Program (EAP):

 Free and confidential support for life’s challenges.

Annual Salary Reviews and additional benefits outlined in the Personnel Manual.