Membership Operations Manager

About The Wilderness Society

The Wilderness Society is a national conservation organization dedicated to protecting America’s wild places since 1935. Our mission is to unite people to protect America’s wild places. Through science, advocacy and partnerships with communities and policymakers, we champion the protection of wilderness, national parks, forests, and other public lands that provide clean air and water, wildlife habitat and the freedom to connect with nature. For more information, visit www.wilderness.org.

Position Overview

The Membership Operations Manager serves as a pivotal connector between TWS’s internal operational infrastructure and its outward facing donor engagement efforts. In this role, the manager ensures the seamless execution of gift processing while also elevating the donor experience through responsive, high-quality customer service. By integrating operational excellence with relationship centered support, this position helps sustain the systems and interactions that empower The Wilderness Society’s fundraising success

This position plays a critical role in fostering an organizational culture where people feel respected, included, and accountable to shared goals and outcomes. TWS has made it a priority to ensure that our public lands work reflects fairness, representation, and accessibility. This leader will carry those commitments into our Membership program. Across our team, we aspire to be campaign-oriented, collaborative, innovative, transparent, and supportive of staff – our greatest asset

Essential Duties & Responsibilities

Gift Processing & Operations

• Oversee gift processing operations, ensuring accurate and timely entry of donations, gifts, and pledges into CRM systems while supervising the Membership Operations Specialist and maintaining documented internal procedures.
• Manage USPS lockbox licenses, conduct quality control reviews of vendor output, and ensure secure storage of gift files and documentation.
• Collaborate regularly with Giving & Impact team members to establish and maintain internal systems to ensure that income is allocated to appropriate internal accounts.
• Perform and oversee adjustments to financial histories in the database.

Data Governance

• Protect data integrity through individual record-level review, maintenance, and ongoing data hygiene in collaboration with Membership and Giving & Impact staff.
• Develop, update, and enforce data governance policies to ensure consistency across teams for reporting and relationship management.

Donor Relations & Member Services

• Serve as primary liaison for the Member Services, providing customer service via phone, email, and mail while responding to inquiries about gifts, receipts, and account information.
• Maintain and update the Member Services manual to reflect current processes and triage donor concerns.

Quality Control

• Audit 10% of gift entries weekly, establish vendor quality control procedures, conduct monthly system reviews, and monitor agent calls monthly with quarterly coaching for performance improvement.

Administrative Support

• Supervise and mentor membership/gift processing staff and provide backup support as needed.
• Manage Earthshare, state applications, BBB/Wise Giving Alliance accreditation renewals, and related marketing events.
• Adhere to and ensure compliance with all TWS policies and procedures (including finance, human resources, and legal), holding staff accountable for adhering to these standards to promote an ethical, compliant, and efficient workplace.

Analytics & Reporting

• Create dashboards tracking mail/call volumes, issue resolution, and KPIs; deliver ad-hoc analysis and translate complex data into actionable insights.
• Foster a culture of accuracy, accountability, service excellence, and continuous improvement.
• Perform other duties as assigned.

QUALIFICATIONS

The ideal candidate will possess most or all the following qualifications:

• 5 years of experience in fundraising operations, database management, or nonprofit development
• Advanced proficiency with donor CRM systems (such as ROI, Raiser’s Edge, Salesforce, or comparable platforms), with the ability to optimize workflows, maintain data integrity, and support cross team reporting needs. `
• Proven track record of delivering exceptional customer service in a professional environment, demonstrating empathy, responsiveness, and a commitment to building positive donor and member experience.
• Deep understanding of gift processing, reconciliation, and fundraising operations, including knowledge of best practices to ensure accuracy, compliance, and timely revenue management
• High-level spreadsheet expertise and strong analytical capabilities, including the ability to interpret complex datasets, identify trends, and translate insights into actionable recommendations
• Exceptional attention to detail and exemplary organizational skills, ensuring accuracy across high-volume tasks, data maintenance, and multistep operational processes
• Excellent written and verbal communication skills, with the ability to convey information clearly, professionally, and in ways that build trust with donors, colleagues, and external partners
• Demonstrated supervisory or team leadership experience, including the ability to delegate effectively, and foster a collaborative and accountable team culture.
• Strong interpersonal judgment and diplomacy, with the ability to navigate sensitive donor interactions and resolve issues with tact, discretion, and an unwavering commitment to donor stewardship.

This job description is intended to convey information essential to understanding the scope of this position and it is not intended to be an exhaustive list of experience, skills, efforts, duties, responsibilities or working conditions associated with the position.

The position is located in Washington, D.C. and will be a hybrid with a minimum of 3 days a week in the office. The ​salary range for this position is $85,000-$95,000. ​To apply, please submit resume and ​cover ​letter by March 1st.

As an organization, we aspire to being inclusive in the work that we do, and in the kind of organization we are. Internally, this means working as a team that listens to different points of view, recognizes the contributions of every employee and empowers each employee to bring their whole selves to work every day. Externally, this means ensuring that public lands are inclusive and welcoming, so that our shared wildlands can help people and nature to thrive. We are committed to equity throughout our work, which we define as our commitment to realizing the promise of our public lands and ensuring that all can share in their universal benefits.

To learn more about our commitment, please see http://wilderness.org/our-commitment-diversity-equity-and-inclusion-wilderness-society

Pursuant to applicable fair chance laws, TWS will consider for employment qualified applicants with arrest and conviction records.

TWS complies with federal and state disability laws and is committed to providing reasonable accommodation for individuals with disabilities. If you require accommodation to complete the application process or to perform the essential functions of the position, please contact careers@tws.org. TWS only accepts resumes submitted for positions that are currently open. Unsolicited resumes or resumes for posted positions that are not submitted via the online application process (where applicable), will not be reviewed or retained.

The Wilderness Society offers a competitive salary and benefits package, including health, dental, vision, life and disability insurance, and pet insurance; sick and vacation leave; a sabbatical program; and a retirement plan with employer contribution subject to certain limits and requirements. TWS is an equal opportunity employer and actively works to ensure fair treatment of our employees and constituents across culture, socioeconomic status, race, marital or family situation, gender, age, ethnicity, religious beliefs, physical ability, veteran status or sexual orientation.