At The Obama Foundation, our mission is to inspire, empower, and connect people to change their world. We seek to build an active democratic culture where people are equipped and motivated to make change in the communities where they live, work, and play. Right here on the South Side of Chicago, we’re building a home for this vision, a global center for change with a range of opportunities - coordinated programming, community outreach events, educational moments, and more - that invite visitors from down the block or across the globe to turn hope into action.

Achieving our ambitious goals starts with an exceptional team built on our Hope to Action Values - Courage, Empathy, Integrity, Accountability, Community, Inclusivity, Pragmatism, Resilience, Imagination, and Hope. A Framework that anyone, anywhere, can use to build trust, activate participation, and expand opportunity in their community.

Purpose of the Role

As a key member of the Direct Response Team, the Donor Services Associate supports the operations of a large-scale membership and mass fundraising program, with a strong focus on donor experience and stewardship. This role helps ensure timely, accurate, and donor-centered support across multiple direct response channels, including direct mail, digital fundraising, face-to-face engagement, monthly giving, and mid-level giving. The Donor Services Associate plays a critical role in managing donor inquiries, supporting gift processing and acknowledgment workflows, resolving donor issues, and coordinating with internal and external teams to ensure consistent, high-quality donor communications.

In partnership with fundraising, data, and operations teams, this position supports a data-informed approach to improving donor satisfaction, retention, and long-term revenue growth. The ideal candidate is highly organized, detail-oriented, and skilled in project management and cross-functional communication, with a strong commitment to delivering an excellent donor experience while supporting ambitious fundraising goals.

Core Job Responsibilities

• Direct Response Program Support: Support the administrative needs of a multi-channel direct response program (mail, digital/email & ads, SMS, telemarketing, canvassing, mid-level, and integrated media).

• Cross-Functional Coordination: Partner with Direct Response Managers to facilitate communication and alignment across Development teams and Foundation departments, ensuring smooth planning and execution.

• Donor Experience & Public Engagement: Manage donor-facing communications, including inbox and call center coordination, written responses to public inquiries, and donor talking points, delivering a consistent, high-quality donor experience.

• Membership & Sustainer Program Operations: Oversee fulfillment of member benefits and support ongoing development of the membership and sustainer program; collaborate with Donor Relations and Visitor Services to ensure seamless on-site and off-site member experiences.

• Data & Reporting: Provide team support for gift processing and reporting needs across systems and partners; and coordinate with Finance on fraud monitoring.

• Donor Operations & Training Support: Support donor tours and engagement activities, and partner with Visitor Engagement to develop best practices, training materials, FAQs, and donor visit tracking/onsite giving processes.

Key Deliverables / Outcomes

• Deliver a consistent, high-quality donor experience at scale by overseeing donor inbox and call center workflows, ensuring response time, accuracy, and tone meet established service-level benchmarks.

• Ensure on-time fulfillment of membership benefits by managing fulfillment workflows and partner coordination, maintaining high fulfillment accuracy rates, and minimizing member service escalations.

• Support membership growth and retention efforts by maintaining campaign calendars, aligning messaging across channels, and partnering with fundraising and communications teams to support conversion and renewal performance.

• Improve donor service operations through training and process optimization by developing FAQs, talking points, and best practices with Visitor Engagement and Donor Relations, supporting measurable improvements in donor satisfaction and staff efficiency.

Required Qualifications

• Demonstrated experience building trusted relationships across teams and organizational levels, effectively influencing partners to meet shared goals in a fast-paced, service-oriented environment.

• Proven experience producing clear, donor-facing written communications and internal documentation, with the ability to adapt tone and messaging for diverse audiences and service contexts.

• Experience managing multiple concurrent projects with competing deadlines, maintaining clear documentation, and coordinating stakeholders to ensure timely, accurate delivery of donor and membership services.

• Demonstrated ability to deliver high-quality customer service at scale, anticipating donor and member needs, resolving issues efficiently, and maintaining service-level standards.

• Experience identifying process gaps, recommending improvements, and exercising sound judgment to resolve donor, data, or fulfillment issues with minimal escalation.

The salary range for this role is between $59,755 and $74,670.

This is a remote role based in Chicago.

Don’t check off every box in the requirements listed above? Please apply anyway! If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings!

Equal Opportunity Employer

The Foundation is committed to creating a diverse work environment and is proud to be an equal opportunity employer. The Foundation does not discriminate on the basis of race, color, national origin, sex, gender identity, religion, sexual orientation, age, disability, parental status, veteran status, or any other protected status under applicable laws. We encourage individuals of all backgrounds to apply. If you are a qualified candidate with a disability, please e-mail us at careers@obama.org if you require a reasonable accommodation to complete this application.