Donor Operations Specialist

ELECTRONIC FRONTIER FOUNDATION INC•San Francisco, CA

10d•$110,000 - $116,700•Hybrid

About The Position

The Electronic Frontier Foundation (EFF), an established San Francisco-based nonprofit organization defending online privacy and free expression, is looking for a full-time Donor Operations Specialist to support the Development team’s fundraising operations and use of Microsoft Dynamics 365. This role is ideal for candidates who enjoy detailed, hands-on operational work and understand how strong data practices and well-managed systems support effective fundraising. As the Donor Operations Specialist, you will play a key role in ensuring donations are processed accurately and efficiently while supporting donor communications and improvements to CRM workflows and processes. This position blends high-volume operational work with process optimization, helping maintain reliable systems, and a seamless experience for supporters and staff. We value candidates who bring diverse experiences and perspectives, professional and otherwise, to our team and to EFF as a whole. If you can add value to EFF’s Development team, please apply. The Donor Operations Specialist will play a key role in maximizing the capabilities of Microsoft Dynamics 365 to support EFF’s fundraising efforts. This position will provide ongoing administrative support for the fundraising team with its Dynamics 365 database and deliver exceptional customer service to our supporters. They will also focus on identifying inefficiencies, creating automations, and streamlining processes to improve data accuracy and operational efficiency. In collaboration with the Donor Operations team, they will continuously ensure our various processes remain reliable, effective, and well-documented.

Requirements

Strong knowledge of nonprofit fundraising administration.
Enjoyment of detailed, process-driven work with the understanding of the importance of accuracy in donor data.
Knowledge of Dynamics 365 data imports and other automations in a nonprofit setting.
A keen understanding of how the CRM contributes to business goals in a nonprofit fundraising team.
Proven experience working in a similar role in Dynamics 365 environments.
Knowledge of nonprofit fundraising processes, strategies, and best practices.
Knowledge of Dynamics 365 customization and administration in a nonprofit setting.
Excellent troubleshooting and problem-solving skills.
Ability to work independently and collaboratively in a team environment.
Strong communication skills, both verbal and written, with the ability to interact effectively with stakeholders at all levels of the organization.
Must demonstrate care and respect toward coworkers, outside partners, members of the public, donors, and others with whom this role interacts; Must work to positively and collaboratively resolve conflicts and overcome challenges
Must be available and responsive to colleagues, outside partners and others over email, phone, and online chat, with the ability to respond and reliably to time- sensitive requests for assistance and opportunities during agreed upon working hours.
Contributes to the creation of a diverse, equitable and inclusive work culture that encourages and celebrates differences including race, ethnicity, age, gender identity and expression, sexual orientation, religion, disability and socio-economic circumstance.
Skilled at managing competing deadlines, tasks, and overlapping goals, while being able to pivot based on circumstances and needs.

Responsibilities

Accurately and promptly processing a high volume of donations, including check handling, manual data entry, data imports, and acknowledgement letters.
Manage fulfillment of donor gifts, receipts, and merchandise orders across multiple platforms.
Respond to supporter inquiries by phone and email in a timely, professional, and courteous manner.
Identify opportunities to streamline and automate Development team fundraising processes using Microsoft Dynamics 365 and related systems.
Build, configure, and maintain workflows, imports, and other automations, dashboards, and reports to improve efficiency, accuracy, and scalability.
Find and retrieve donation reports across multiple online payment portals to input into Dynamics 365.
Train and supervise temporary staff during high-volume periods.
Monitor and communicate trends in donor feedback, working with the team to address recurring issues and improve supporter experience
Perform regular data maintenance, including deduplication, data cleanup, and quality assurance, to ensure system integrity.
Document all processes, configurations, and automations to create clear, consistent reference materials for staff.
Collaborate with the CRM Administrator to troubleshoot and resolve system issues, implement enhancements, and support help tickets from teams across the organization.
Carry out additional projects and responsibilities as assigned by the Director of Donor Operations.