Associate Director, Donor Support Services

Operations

Position Type

Full Time

Location

Chicago, IL, United States

Job ID

ASSOC002942

Chicago, Illinois, United States

Position Summary

The Associate Director of Donor Support Services leads a team responsible for resolving donation‑related inquiries, managing escalations from call center and chat agents, and ensuring timely, accurate donor support. This role oversees daily operations, ensures SLA and response‑time compliance, manages vendor performance, and drives process documentation and improvement.

Responsibilities

• Lead and coach a Donor Support Services team.
• Oversee donor inquiry resolution via phone, email, ServiceDesk, and chat escalations.
• Manage day‑to‑day performance of the external contact center vendor; monitor SLAs and quality.
• Serve as an escalation point for complex donor issues.
• Maintain and improve workflow documentation, procedures, and training materials.
• Manage volume, workflow distribution, and response‑time expectations.
• Collaborate with Finance, Development, and IT on issue resolution and system improvements.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years customer service, donor support, or operations experience.
• Experience leading teams in a high‑volume service environment.
• Experience managing outsourced vendors or contact center partners.
• Strong communication, coaching, and problem‑solving skills.
• Ability to analyze data and manage performance metrics.

Knowledge, Skills and Abilities

• Experience with or ability to learn: Luminate Online, Funraisin', Salesforce, Personify, ServiceDesk, 8x8, and MS Office (Excel).
• Strong organizational skills; ability to document processes and manage multiple priorities.

Title: Associate Director, Donor Support Services

Position Location: Chicago, IL (Hybrid)

Full time

Position Grade & Compensation: Grade 507 The Alzheimer's Association's good faith expectation for the salary range for this role is between $74,000 – $88,000

Reports To: Director, Donor Services

Who We Are:

The Alzheimer's Association is the leading voluntary health organization in Alzheimer's care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia– by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.

The Alzheimer's Association announced a landmark $100 million investment in research for 2023. This unparalleled commitment is illustrative of the momentum we are building in dementia research — our investments today will lead to breakthroughs tomorrow.

At the Alzheimer's Association, our employees are at the core of all we do. Our network of more than 1,900 employees across the United States makes a difference each and every day for those impacted by Alzheimer's and those at risk for the disease.

We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer's, their caregivers and those that may develop the disease in the future. Read on to learn more about the role, then visit our website to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.

At the Alzheimer's Association, we believe that diverse perspectives are critical to achieving health equity — meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care. The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer's and dementia.

The Alzheimer's Association commitment remains steadfast in engaging all communities in our full mission. The Association provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment to the fullest extent required by law, including, but not limited to, on the basis of race, color, religion, age, sex, national origin, gender identity, disability status, genetics, protected veteran status, sexual orientation, or any other legally protected characteristic.

Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.

Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.