Manager - Pledge Processing

Position Overview:

The Manager - Pledge Processing oversees donor pledge and payment operations, serving as the subject matter expert for the organization's CRM system (Andar). This role manages a high-volume data environment, supervises pledge processing staff, and ensures accurate entry, receipting, billing, and reporting of donor contributions. The manager provides frontline customer service to internal and external stakeholders, manages the department's ticketing system, and drives process improvements to enhance efficiency, data integrity, and overall department performance. The role also supports team development, cross-training, and interdepartmental collaboration.

General Responsibilities:

• Supervise and support staff by setting work goals, conducting appraisals, facilitating professional development, and ensuring the efficient and effective completion of duties.
• Partner with the supervisor to develop, maintain, and improve internal and external processes that monitor department performance and meet deadlines.
• Manage and update CRM-connected websites used for capturing pledges, supporting workplace campaigns, and reporting to stakeholders.
• Oversee the setup, operation, and closure of online giving sites, including data uploads, messaging updates, end-user and administrator support, processing of online pledges and payments, and timely billing.
• Identify campaign needs and coordinate technological solutions within software capabilities to meet client and stakeholder requirements.
• Oversee month-end and daily financial processes, including reviewing transfers and adjustments, ensuring accurate deposit processing, and verifying correct entry of pledges, payments, and adjustments in the CRM sub-ledger.
•  Foster a collaborative, productive team environment that promotes communication, accountability, and continuous improvement.

Key Accountabilities:

• Serve as the Subject Matter Expert (SME) for the CRM system (Andar), ensuring accurate pledge and payment processing and ongoing data integrity.
• Lead the development, deployment, and support of the online giving initiative for workplace campaigns, including coordination of technical resources and vendors.
• Deliver high-quality customer service to donors, volunteers, staff, and workplace stakeholders through timely communication, site planning, and technical support.
• Manage and monitor the ticketing system to ensure timely resolution by appropriate personnel and proactively escalate issues to the supervisor as needed.
• Support and maintain interdepartmental processes and partnerships that enable successful workplace campaigns and stakeholder engagement.

Knowledge, Skills and Abilities:

• Bachelor's degree required, preferably in a related field (e.g., Business or Accounting)
• Minimum of three (3) years of relevant work experience
• Prior managerial or supervisory experience preferred
• Proficiency in Microsoft Office applications, with strong skills in Excel and Outlook

We offer a hybrid work environment and a comprehensive benefits package including 12 days of vacation earned over the first 12 months of employment, sick pay, 10 company holidays, 5 1/2 Flexible/personal holidays, 3 volunteer days, parental leave, health, dental, vision and life insurance for you and your family, short term disability, long term disability, and a 403(b) with an organization- match and 3 year vesting schedule.

Please submit resume and cover letter to careers@stl.unitedway.org.

United Way of Greater St. Louis is an Equal Opportunity Employer.