Senior Manager

Apply now: Manager, Donor Engagement, location is Remote (EST). The start date is ASAP for this contract position through end of September.

Job Title: Manager, Donor Engagement

Location-Type: Remote (EST)

Start Date Is: ASAP

Duration: Through end of September (contract)

Compensation Range: $25-30/hr

Job Description:
This role manages high-volume inbound donor engagement, resolving inquiries and delivering a high-touch, personalized donor experience while supporting campaign execution and donor retention.

Day-to-Day Responsibilities:

• Manage inbound donor cases across phone and email (50/50 split)
• Resolve donor issues end-to-end (investigate, respond, and close cases)
• Handle high-volume outreach (~500 donors/month) with timely follow-up
• Use CRM tools to research donor records, identify duplicates, and update preferences
• Communicate with donors to address concerns (e.g., duplicate mailings) and provide program information
• Coordinate with internal teams (e.g., gift processing) to resolve escalations
• Execute donor communications (thank-you notes, emails, invitations)
• Track and manage workflows using project management tools (e.g., Monday.com)
• Escalate complex issues as needed while maintaining service standards
• Contribute to process improvements and maintain accurate case documentation

Requirements:

• Must-Haves:
  • 3 years of experience in customer service, donor relations, or customer success
  • Experience using a CRM system (Salesforce preferred)
  • Strong written and verbal communication skills
  • Ability to manage high-volume workload with strong time management
  • Experience handling inbound inquiries and resolving cases independently
  • Detail-oriented with strong organizational and interpersonal skills
• Nice-to-Haves:
  • Experience in a nonprofit or mission-driven organization
  • Familiarity with project management tools (e.g., Monday.com)
  • Experience supporting direct response or donor engagement campaigns

Benefits:

This role is eligible to enroll in both Mondo's health insurance plan and retirement plan. Mondo defers to the applicable State or local law for paid sick leave eligibility