Development Response Manager

The American Friends Service Committee is a Quaker religious organization that promotes lasting peace with justice as a practical expression of faith in action. Drawing on continuing spiritual insights and working with people of many backgrounds we nurture the seeds of change and respect for human life that transform social relations and systems.

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POSITION DESCRIPTION

TITLE: Development Response Manager

JOB CATEGORY: Exempt (Salary)

STATUS: Full-Time

TYPE OF EMPLOYMENT: Regular

DIRECT SUPERVISOR: Director of Development Operations

REGION/UNIT: US/CENTRAL OFFICE

LOCATION: Philadelphia PA USA Tues Thurs in the office two days per week remote.

APPLICATION DEADLINE: December 31 2025

For consideration please attach your Cover Letter and Resume to the online application in addition to answering the Application Questions.

GENERAL SUMMARY OF POSITION

As part of the Operations team the Development Response Managers primary responsibility is to implement a comprehensive stewardship program designed to foster and nurture long-term meaningful relationships between AFSC and its donors and provide colleagues throughout the organization with the support they need to do so in their roles. The Development Response Manger manages the efficient and accurate processing for all gifts including outright major planned grants and receivables for other departments. The Development Response Manager will collaborate effectively with a diverse group of stakeholders including program staff donors development officers external organizations and others to provide front-line response to donor and staff inquiries.

ESSENTIAL FUNCTIONS / RESPONSIBILITIES AND ACCOUNTABILITIES

• Serve as the first responder on donor services phone lines and email response accounts. Interpret both verbally and in writing AFSCs programs to donors including complex and controversial matters. Develop and maintain written response templates that reflect current and frequent topics of concern and ensure that operations unit staff are able to deliver uniform responses to donors frequently asked questions. Field and delegate email inquiries to other staff.
• Manage mail-opening process in compliance with audit standards. Prepare deposits and maintain accurate deposit logs and deposit records based on up to date audit controls. Manage the scanning and storage of digital and physical donation source documents. Email letters and gift source documents to gift officers and other departments as Monitor and update processes to balance ease of access with security.
• Support Finance and other departments by proactively depositing non- contribution funds completing check transmittals researching received payments and maintaining records of these payments enabling those departments to perform their roles more easily from home.
• Communicate regularly with regional office staff and provide training and support for the submission of contributions and receivables for deposit.
• Monitor funds received electronically and in coordination with other departments to determine the nature of receivables. Log funds accordingly.
• Identify grant payments as received through multiple accounts. Initiate payment processing through Tresorit. Ensure that that all payments received during the month have been processed by grants and that payment processing forms include valid coding.
• Serve as AFSCs point of contact for donor advised funds employee giving matching gift companies and more than 35 payment platforms. Maintain documentation for access to all accounts and ensure that this secured data is available to Director of Development Operations.
• Manage inquiries from donors financial managers and brokers for gifts of securities & authorize sale of such gifts. Research and resolve any issues. Monitor the TIAA account and reconcile gifts received on a monthly basis. Support gift officers by researching payments and donor information and maintaining online storage protocols for saving information in Sharepoint. Manage user permissions and provide Sharepoint support to operations unit staff.
• Provide support to regional staff related to sending/receiving donations or other payments sent to the Philadelphia office. Offer 2-3 trainings per year for regional staff. Maintain an on-going relationship to facilitate better identification of donors.
• Collaborate with the unit staff to improve gift processing so that sound donor relations are maintained or improved. Make recommendations for improvements or adjustments to procedures and create/edit documentation to support those changes. With the Director of Development Operations maintain and update Donor Operations Procedure Manual.
• Support data hygiene through the merging and updating of records in Salesforce and Every Action. Identify research and resolve gift or record discrepancies.
• Act as backup for others in the Development Operations unit
• Regular attendance and punctuality are required.
• Operates safely in all conditions and follows policies and procedures.
• Other duties and projects as assigned.

SUPERVISORY / MANAGEMENT REQUIREMENTS

Directly or indirectly supervises employees. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include training and engaging employees; planning assigning and directing work; appraising performance; addressing complaints and resolving problems.

MINIMUM EXPERIENCE AND QUALIFICATIONS

• Bachelors degree or equivalent experience required.
• Minimum three years experience in development or customer service required. Additional experience in Finance reconciliation experience in non-profit or retail setting required.
• Knowledge of Salesforce required.
• Demonstrated experience in conveying complex matters clearly both in oral and written communication excellent grammar. Strong interpersonal skills including demonstrated experience in communicating well by phone with donors who are often elderly.
• Experience in effectively interpreting diverse programs and goals of an organization to a wide range of people and ability to remain professional and calm in difficult situations.
• Demonstrated ability to organize prioritize coordinate and integrate a variety of complex tasks.
• Ability to work evenings and/or weekends and to travel as required.
• Ability to work effectively independently and within a team environment.
• Experience with standard Microsoft Office and related technology.
• Must be capable of working under tight time constraints in a high-volume environment with multiple priorities.
• Understanding of and commitment to the principles concerns and considerations of AFSC in regard to issues of race class nationality religion age gender and sexual orientation and disabilities. Demonstrated ability to work and communicate with diverse staff.
• Commitment to Quaker values and testimonies. Understanding of and compatibility with the principles and philosophy of the American Friends Service Committee including non-violence and the belief in the intrinsic worth of every individual.
• Respect for and sensitivity to cultural ethnic racial gender and religious diversity and familiarity with non-violent approaches to problem solving.
• Ability to organize plan ahead and prioritize multiple tasks and meet deadlines.
• Understanding of and commitment to the principles concerns and considerations of AFSC in regard to issues of race class nationality religion age gender and sexual orientation and disabilities.

PHYSICAL DEMANDS

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION

The AFSC offers a competitive Total Rewards package. This position is Salary Family: Development. Job Code Development Coordinator 2. Salary Family Range $65000 - $83140. Comprehensive medical and hospitalization plan; term life STD & LTD defined benefit pension plan 403b match plus other benefits including vacation PTO sabbaticals extended leaves holidays participation in unemployment and workers compensation and social security.

The American Friends Service Committee is an Equal Opportunity Employer that values diversity within our organization. Qualified persons are encouraged to apply regardless of their religious affiliation race age sex gender identity sexual orientation or disability.

AFSCs Central Office and some of its offices in the U.S. are unionized workplaces. This position is represented.

AFSC maintains a deep commitment to a mandate of care for our staff and communities. The American Friends Service Committee is a smoke-free workplace.

ACKNOWLEDGEMENT

Position duties and expectations change over time. This job description is not intended to be an all-inclusive exclusive or exhaustive list of the job functions that an employee in this position may be asked to perform from time to time. The employee may perform other related duties as assigned to meet the ongoing needs of the organization. If there is ever a time that you are unsure what is expected of you you are expected to meet with your manager and ask questions. If you are unsure how to perform a certain task ask your manager before performing.