Student Operations Manager

Posted on 12/29/2023

Colorado State University

Fort Collins, CO

The Annual Giving & Membership (AGM) unit at Colorado State University is seeking a Student Operations Manager to oversee student employees and inform the strategy of student-operated fundraising programs.

The Student Operations Manager participates as an essential member of the Annual Giving and Membership team, overseeing the Digital Engagement Center (DEC) and Student Donor Experience Officer (SDXO) programs, as well as providing subject matter expertise for student-driven fundraising efforts. The Student Operations Manager will be responsible for the daily operation of the DEC, including the opening and closing of the center, supervising up to 14 students during calling shifts, providing a professional and fun atmosphere, training, reporting, planning calling pools, and coaching student callers and student managers.

The Student Operations Manager will also be responsible for the creation and successful launch of the SDXO program, a new iteration of student-driven fundraising at CSU. This will involve learning best practices and current trends in the DXO space, identifying vendors and services necessary to the program, developing and testing outreach strategies, and hiring SDXO student employees.

This successful candidate will infuse diversity, and inclusion into all aspects of their role to contribute to inclusive excellence and to ensure colleagues and donors of all backgrounds feel represented and included.

This position reports to the Assistant Director of Annual Giving and Membership.

This position is fully in-person/in-office and will work an atypical schedule of Sundays and Monday-Thursday evenings.
Digital Engagement Center Management
  • Supervise 30-50 student ambassadors, 10-14 per shift
  • Assists Assistant Director in tracking and reconciling $150,000+ budget for student payroll, incentive programs, and operational expenses
  • Oversee day-to-day shift supervisor of DEC before, during, and after students arrives. Open and close DEC each day.
  • Provide a fun and professional atmosphere in the DEC each shift
  • Create motivation contests and games for each shift to engage and incentivize student employees
  • Create and revise scripts and other resources necessary for ambassador success
  • Create coaching process to provide regular feedback to student employees and identify areas of growth
  • Create student schedules each week, accounting for availability preferences, time-off requests, and other schedules 
  • Ensures an inclusive team environment where all employees feel valued, their ideas welcomed, and their contributions affirmed; contributes to the overall UA division culture and goals of inclusivity.

Student Donor Experience Officer Program Development and Oversight

  • Manage the Student Donor Experience program (SDXO) to build meaningful relationships that help solicit support for the University and build the donor pipeline.
  • Develop an outreach strategy that is customized to each individual and conducted largely through calls, videos, and messages leveraging contact preferences, employment information, and social media platforms. 
  • Collaborate with supervisors and campus partners to transition identified donors for additional prospect management to develop a healthy pipeline.
  • Establish all trainings and performance metrics. Conduct periodic reviews of SDXO employee performance and assess pay increases.
  • Provide exemplary customer service to alumni in the outreach.
  • Recruit, interview, and onboarding SDXO student employees
  • Analyze workforce trends to ensure appropriate student staffing levels throughout the operational cycle
  • Apply best practices and experience obtained through portfolio management (see next category) to continually improve and refine the SDXO program. 
  • Demonstrate commitment to cultural competency and inclusive excellence by developing successful relationships of partners and co-workers with various identities and backgrounds.

Leadership Annual Giving and Portfolio Management

  • Meet agreed upon performance metrics for donor outreach (contact attempts and strategic interactions), visits, and solicitations
  • Responsible for managing a portfolio of 20-40 prospects and creating successful cultivation, solicitation, and stewardship strategies for them
  • Directly quality, cultivate, solicit, and steward a portfolio of leadership annual giving prospects with the capacity to make annual gifts of $1,000 – $24,999
  • Engage in leadership annual gift solicitations that re-engage prior donors, retain current donors, and increase giving levels of current donors
  • Work independently and be self-motivated in initiating and maintaining contact with portfolio members; document and track all contacts and moves management strategies through the prospect tracking system such as Advance, Salesforce, or another CRM
  • Maintain a high degree of confidentiality and adhere to the policies and procedures for accepting, recording, and acknowledging gifts.
  • Consider how pipeline, communication, events, and donor interactions are representative of, and inclusive to, donors of all backgrounds. 

Annual Giving and Membership Coordination

  • Assist with Annual Giving and Membership or Alumni Association projects as needed including oversight of student events and activities around two large-scale giving days 
  • Assist Annual Giving and Membership team with clerical duties, including Alumni Association Membership Acknowledgements and DEC pledge fulfillment.
  • Monitor team phone, email, and text messages in boxes to ensure constituent messages are reviewed and addressed in a timely manner.
  • Become the student employment subject matter expert for the AGM team, staying up to date on recruitment trends, hiring policies and laws, and best practices for retention and growth
  • Participate in all required meetings, including AGM staff meetings, divisional meetings, and Alumni staff meetings
  • Actively participate as a staff member in the Division of University Advancement, attend Division-wide meetings and training, and support Division-wide priorities and initiatives by serving committees and councils as time permits
  • Exemplify the Division’s commitment to inclusive excellence and demonstrates this in operational tasks, including creating inclusive environments, materials, and communications.

Required Qualifications:

  • Bachelor’s degree from an accredited institution by employment start date.
  • Two years’ experience, including internship or student employment experience, in an administrative role, such as project or office management and/or customer-facing role, such as sales, marketing, fundraising, or other non-profit experience.
  • Willingness to work an irregular, fully on-site schedule, of Sunday – Thursday evenings.
  • Demonstrated ability to engage and effectively communicate with diverse audiences.
  • Ability to work non-standard hours, including early morning, evenings, and weekends.
  • Must have a valid driver’s license or the ability to obtain a driver’s license or access to a licensed driver by the employment start date.

Preferred Qualifications:

  • Experience supervising student employees
  • Experience in a sales, fundraising, or non-profit environment
  • Strong written and verbal communication skills
  • Strong organizational skills and experience tracking multiple projects
  • Ability to problem solve and exercise initiative and independent judgment
  • Excellent attention to detail and commitment to meeting project deadlines
  • Proficient in Microsoft Office with an affinity for learning new technology

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