Public Outreach Consultancy Inc
 
Canada
$23–$28 an hour - Full-time
 
Job details
Pay
$23–$28 an hour
Job type
Full-time

Location
Canada

Benefits
Pulled from the full job description
Paid time off
Vision care
Dental care
Employee assistance program
Casual dress
Extended health care
Work from home

Full job description
Position: Donor Care Manager
Start Date: ASAP
Compensation: $23-28/hr
Location: Remote; In Office by Request
Reports To: Director of TM

About the Role
Public Outreach is seeking an experienced and driven Donor Care Manager to lead our bilingual donor care team (7–9 staff). The Donor Care team is the final checkpoint before gifts are sent to our charity partners. We ensure donations meet strict quality standards, donors receive excellent care, and our clients can rely on accurate reporting.

The ideal candidate is bilingual in French and English, thrives on meticulous detail, and is passionate about improving processes without compromising accuracy. This role requires someone who can balance speed and quality, manage a diverse team, and handle difficult situations with professionalism.

Key Responsibilities

Manage and support a team of 7–9 donor care staff across Canada and the US
Ensure donations are processed with accuracy and compliance, cancelling or escalating gifts that don’t meet standards
Actively verify gifts (minimum 20 hours/month) to stay connected to frontline realities
Provide coaching, feedback, and performance management for staff
Handle escalated donor interactions with diplomacy and compassion
Collaborate with cross-functional teams (Client Partnerships, IT, HR, Admin) to resolve issues quickly
Maintain and update reference materials, ensuring clarity and consistency for staff
Lead regular team briefings, huddles, and trainings to build culture and skills
Drive innovation and continuous improvement:
Proactively identify opportunities to improve verification speed and accuracy while keeping error rates low
Use team metrics to analyze performance and recommend process innovations
Foster a culture of efficiency, experimentation, and learning
Qualifications

Minimum 1 year of supervisory or management experience (required)
1+ years of experience in fundraising, donor relations, customer care, or sales
Bilingual in French and English (oral and written) is highly desired
Strong data entry skills with proven accuracy
Excellent communication skills, written and verbal
Conflict resolution skills and the ability to manage difficult conversations
Strong organizational skills with the ability to manage multiple priorities and deadlines
Proficiency with Google Workspace (Sheets, Docs, Gmail, Calendar) and openness to learning new systems
Key Performance Indicators (KPIs)

Maintain a minimum of 25 dials/hour across all verifiers
Ensure 70% of Canadian gifts and 60% of US gifts get verified across the company
Keep team error rate under 5%
Demonstrated improvements in team performance metrics over time
To use our software, you will need to meet these minimum requirements:

High-speed internet
Must have a Windows computer using Windows 11 operating system (or higher)
Must be able to use an Ethernet cable to connect to the internet
Headset
We regret to inform you that our software is not compatible with Mac users.
Our company is dedicated to promoting a world that values diversity and equality. We are committed to building a team that is both varied and inclusive. We invite individuals from all backgrounds to apply, including People of Colour, Indigenous Peoples, Queer/Trans identifying persons, and those with Dis/abilities. We strive to make the hiring and onboarding process accessible to everyone and are happy to provide accommodations upon request.

Please note that only those selected for an interview will be contacted.

Expected hours: No less than 40 per week

Benefits:

Casual dress
Dental care
Employee assistance program
Extended health care
Paid time off
Vision care
Work from home
Work Location: In person