Summary Oversees key department-wide workflows and initiatives (i.e. quality, training, delinquency, campaigns, innovation, statements, workforce management, Sharpen telephony, temporary associates) that aid in achieving the Supporter Care engagement and retention strategic goals. Manage data tracking on projects/campaigns to analyze, documentation, auditing and reporting. Will be a primary leader for team training and coaching, responding to sponsor questions, and overall resource for staff across teams.  

DUTIES/RESPONSIBILITIES

• ChildFund International is committed to a workplace culture that promotes diversity, equity, and inclusion in all its forms.  Furthermore, ChildFund International is committed to ensuring a workplace that safeguards and protects all children, including preventing their sexual exploitation and abuse, as well as preventing the sexual exploitation and abuse of its staff, partners, and program participants.
• Complete understanding of the work ChildFund does, its importance to the global community, and can clearly articulate the benefits we provide to the children in our programs. 
• Oversee multiple ongoing projects and campaigns while managing deadlines, expectations, testing, continuous improvement, quality, training, and result tracking. Will ensure projects and campaigns are prioritized appropriately to see results and make deadlines in all areas.
• Primary contact for team workflow questions and resource for account/process questions.
• Coach associates in one on one and group sessions for improved performance
• Delivers training on key processes as needed.
• Co-lead team meetings to review team best practices, recommendations to improve associate performance.
• Create/maintain online inventory of process documentation and team data.
• Can be resource for campaign management or inventory completion when staffing requires. 
• Oversee donor feedback loops and escalations reported by staff, in highly sensitive escalations, perform escalation and follow up—including phone and email communication with donors, in addition to back-end work. 
• Ensure team workflow is on track with business goal real-time each day.  Including coordination with workforce management with real time data updates and messaging (headcount, real time volume, and projected targets to manage schedules and work); co-create and manage team dashboard.
• Performs quality evaluations.
• Cross-departmental partnership with other functional areas (IT, Treasury, Acquisitions) to share findings and explore potential solutions.
• Supports other specialists, managers and director with key activities to ensure business needs are met.
• Performs other duties as may be assigned.

**QUALIFICATIONS/EXPERIENCE        **

• Bachelor's degree with 1-3 years of relevant experience
• Successful track record of working in cross-functional, fast-paced organization
• Analytical and fact-based problem solver with high proficiency in digital tools like Excel/Slack/Sharepoint/Salesforce
• Intellectually curious with a desire to look for new ways of doing things
• Strong drive to achieve results
• Impeccable organizational skills and attention to detail – ability to analyze and raise issues with a problem-solving mindset 
• Ability to organize and prioritize own workflow, as well as others, while aligning with organizations “big-picture”
• Strong leadership and communication skills
• Project management and process management skills
• Versatile team player, with a can-do attitude and passion for our mission
• Able to work flexible and extended hours as needed.