ABOUT ORBIS
Orbis is an international nonprofit delivering sight-saving programs in over 200 countries and territories worldwide so that individuals, families, and communities can thrive. Currently, around 1 billion people across the globe live with completely avoidable blindness and vision loss. For over four decades, Orbis has been tackling this challenge by building strong and sustainable eye care systems that leave a lasting legacy of vision. Orbis runs dedicated country programs in Africa, Asia, the Caribbean, and Latin America; develops and implements innovative training and technology, including an award-winning telemedicine and e-learning platform, Cybersight; and operates the world’s first and only Flying Eye Hospital, a fully accredited ophthalmic teaching hospital on board an MD-10 aircraft.
LOCATION
This role is based in the US, with the option to work remotely or be assigned to the Orbis NY office. For those who prefer to work in an office setting, our NYC office has temporary and permanent desk solutions for employees already local to NYC that can accommodate those preferences. Access to other Orbis offices may be provided. Orbis’s current policy requires that all staff visiting or working in the NYC office must be vaccinated against COVID-19.
REPORTING & WORKING RELATIONSHIPS
The Database Manager reports to the Director, Development Operations, and works closely with the Revenue Operations & Donor Services Associate. The Database Manager will support, train and collaborate with all RE users (Development staff). The Database Manager will often partner with the Information Systems department and co-manage relationships with relevant, external technology vendors.
ESSENTIAL JOB FUNCTIONS / KEY AREAS OF RESPONSIBILITY
Technology & Data Administration
- Day to day management of the donor database RE NXT including managing user access/rights, data entry and hygiene tasks, integrations, automations, uploads and exports, and native reports and dashboards inside RE NXT.
- Stay up to date on enhancements to RE NXT and provide recommendations for new/updated feature implementation.
- Implement a proactive discovery and monitoring process, based on industry best practice, for data integrity, consistency, and hygiene problems.
- Maintain central ownership and strategy for proactive and reactive data hygiene processes, including National Change of Address (NCOA) and other full-file hygiene
- Develop protocols for triaging, prioritizing, delegating, and monitoring data hygiene issues.
- Explore and make recommendations for other mechanisms to ensure data integrity (e.g. data sharing templates, document management systems).
- Participate in the annual Development Operations planning and road mapping of future database integrations, feature enhancements and data clean-up projects, prioritizing needs to ensure the highest value for fundraising outcomes.
- Monitor progress and results of changes to database features in terms of effectiveness and user adoption, identifying and capitalizing on improvement opportunities.
- Play a key role in the planning and support of any future technology implementation and data migration projects for fundraising tools.
Reporting and Analysis
- Execute list segmentation queries and prepare final exports for mail and email campaigns as needed.
- Review and approve counts from external vendor, Trylon, who prepares most mass mailing files.
Training and Documentation
- Provide training and documentation to the Development Team on database policies and procedures, ensuring staff are well trained on technology tools, understand how to use, update, and report on data in their domain area, and follow proper processes.
- Partner with the Director, Development Systems & Technology to develop and deliver staff training on fundraising tools and processes.
- Prioritize and develop training content for current and new users, oversee the updating of documentation and training manuals, create new documents as needed, and participate in presentations to communicate system changes.
Database User Support
- Serve as backup gift processor for the Revenue Operations & Donor Services Associate during periods of high volume (such as year-end and leave coverage) to ensure timely data entry and acknowledgment.
- Serve as “Tier 1” subject matter expert to address user questions, concerns, and technical issues, escalating issues as needed to Tier 2 support resources.
- Provide exceptional customer service by promptly and effectively addressing support tickets in a support ticketing system, ensuring timely response, research, resolution, and documentation of CRM issues.
- Analyze support tickets and user feedback to identify recurring issues and areas for improvement in training, CRM functionality and feature development, or end-user documentation.
- Collaborate with the Development Operations team to troubleshoot and resolve complex technical problems and system integrations.
QUALIFICATIONS & EXPERIENCE
- Minimum of 3-5 years’ demonstrated experience with Blackbaud Raiser’s Edge and/or RE NXT.
- Development Operations or related technical experience preferred, with demonstration of increasing responsibilities.
- Familiarity or experience documenting Standard Operating Procedures (SOPs) and/or facilitating user training.
- Equivalent combination of education, certification, and experience that demonstrates the ability to perform the duties of the position is required.
- Experience or interest in learning SQL and Power BI preferred
SKILLS & ABILITIES
- Previous hands-on CRM or database administration experience, with strong knowledge of technical and functional capabilities in a nonprofit fundraising setting.
- Proven experience in providing technical support and/or training in a nonprofit or similar environment.
- Fluency in fundraising practices, terminology, systems, channels, and compliance, and the ability to translate easily between fundraising end users and technology providers.
- Experience utilizing a support ticketing system and providing exceptional, proactive customer service.
- Excellent communication and presentation skills, with the ability to explain technical concepts to non-technical staff collaborate effectively with cross-functional teams.
- Demonstrates and maintains a positive, professional manner, manages time effectively, collaborates and participates in policy creation and appropriate problem-solving methods.
- Critical thinking and analytical skills grounded in root-cause analysis. Ability to advise technical resources to develop intuitive technology solutions that align with staff’s real-life workflows and fundraising best practices.
- Exercises high ethical standards, including financial stewardship and donor confidentiality.
- Strong project management skills and the ability to manage multiple priorities.
- Analytical mindset with the ability to utilize data to drive decision-making and measure the success of fundraising efforts.
