Development Operations Manager

The Cleveland Orchestra

The Cleveland Orchestra is looking for a Development Operations Manager who will provide key information to support and inform strategic fundraising efforts for The Cleveland Orchestra, and provide leadership and project management for data and operational projects for the Philanthropy and Advancement team (P&A). The Data Manager relies heavily on the Tessitura customer database and is a resident expert in usage of the CRM.

Responsibilities include the following:
•Develop and manage reporting and benchmarks to evaluate the fundraising performance for different segments and campaigns. Collect, consolidate, analyze, reconcile data, and extract data from Tessitura and provide insights on the results.
•Develop improved reporting and analysis for prospect management and donation tracking towards fundraising goals. Consolidate complex information from multiple reports and lists into clear and concise analysis for managers.
•Create resources and train colleagues to access key information to inform their programs.
•Serve as project manager for budgeting and forecasting for the department including managing the departmental-level process with revenue managers and expense processing, and liaising with the finance team.
•Provide ad hoc reports as needed.
•Serve as a resident expert with Tessitura to bring best practices in data management and functionality to the P&A team.
•Work collaboratively with all areas of the P&A department to ensure that department processes and procedures serve to create a positive donor experience for prospective and current supporters, and to promote efficiency and increased activity for staff.
•Work closely with colleagues in P&A and throughout the organization to continually improve the Tessitura patron database, spearheading projects such as enhancements, documentation, training, and database clean-up.
•Work with IT and independent contractors to implement enhancements and updates to Tessitura.
•Oversee all importing and exporting of data for special projects and for ongoing data needs of the department, including managing vendor workflows and contracts.
•Work within additional systems utilized for business processes, and as needed, develop processes to import information into Tessitura: Stripe, ArtsVision, On board, and Microsoft Report Viewer.
•Cross-train and develop systems and best practices for the core responsibilities of the Data Operations team: reporting, budgeting, gift entry, acknowledgements, pledge reminders, research, moves management, list pulls, donor recognition, data appends, Tessitura training and enhancements.
•Oversee the Donor Services team, a sub-section of the Philanthropy & Advancement staff, to ensure that inbound emails and phone calls from donors are being promptly responded to and with the highest level of customer care
•Work with IT to ensure smooth operational function of Donor Services
•Respond to phone calls and emails from patrons as part of the Donor Services team

The successful candidate will meet the following qualifications:

•Bachelor’s Degree in a related field or 4-6 years technical experience in database management or technical support.
•Familiarity with fundraising software systems, especially Tessitura, strongly preferred.
•Proficient with Microsoft Office, with an emphasis on Excel for reporting and PowerQuery functionality.
•Ability to balance a highly technical function with an outstanding level of customer service.
•A passion for creating solutions with a positive attitude to change.
•Outstanding organizational skills and high attention to detail.
•Excellent verbal and written communication skills.
•Ability to be discreet and maintain a high degree of confidentiality.
•Demonstrated independent, mature judgment.
•Ability to consistently maintain a professional image and demeanor.
•Strong problem-solving skills combined with a collaborative approach.
•Ability to successfully prioritize to manage multiple projects and deadlines.
•Must be able to travel to local or regional meetings, and some travel for conferences.
•Be available to work on evenings, weekends, and holidays.

We offer a competitive salary, generous medical and dental plan benefits, 403(b) plan with employer match, a remote/on-site work mix, complimentary concert tickets, and the opportunity to work with a world-renowned Orchestra.

We Are An Equal Opportunity Employer

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