Director of Donor Experience at Goodwill Industries of Sacramento Valley & Northern

Description

GENERAL SUMMARY:

The Director of Donor Experience leads all donation operations across stores, donation centers, and community partnerships. This position ensures that every donor interaction reflects Goodwill’s mission, strengthens community relationships, and drives donation growth. The Director is responsible for developing and executing strategies that improve the donor experience, increase donation volume, and support retail and mission outcomes.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Leadership and Strategy

• Lead, coach, and develop the donor experience team to deliver consistent service and operational excellence.
• Create and execute strategies that increase donation volume, donor satisfaction, and retention.
• Align donation operations with Goodwill’s retail strategy and mission priorities.
• Partner with Marketing to design campaigns and outreach efforts that drive donations and tell our mission story.

Operations Management

• Oversee daily operations for all donation centers and in-store donation locations.
• Monitor and report key performance indicators such as donation volume, customer satisfaction, and operational costs.
• Standardize donation processes, signage, and training across all locations.
• Ensure all donation sites are safe, efficient, and welcoming to donors.

Community Engagement

• Build relationships with community groups, local businesses, and municipalities to expand donation opportunities.
• Represent Goodwill at community events and donation drives.
• Work with the Retail and Operations teams to evaluate new donation sites and mobile donation opportunities.

Training and Development

• Develop training programs focused on service excellence, donor appreciation, and mission awareness.
• Promote a “Service First” culture across all donation sites.
• Recognize and reward team members for outstanding donor engagement.

Data and Reporting

• Use data to identify trends and improve donation flow and performance.
• Prepare and present regular reports for leadership and the Board of Directors.
• Track donation costs and returns to ensure financial sustainability.

Requirements

QUALIFICATIONS:

• Bachelor’s degree in business, communications, management, or a related field.
• Minimum of ten years of leadership experience, preferably in customer service, operations, or business ownership.
• Proven ability to lead teams, build relationships, and improve customer or donor experiences.
• Strong communication, problem-solving, and organizational skills.
• Data-driven mindset with the ability to use information to guide decisions and measure results.
• Passion for Goodwill’s mission and community service.
• Strong communication and presentation skills, adaptable to diverse audiences, including senior leadership, board members, and community stakeholders.
• Valid driver’s license with a clean driving record.
• Ability to pass a background check and drug screening, if applicable.
• Proficiency in speaking and reading English.

POSITIONS SUPERVISED:

• District Manager, ACC

POSITION INFORMATION:

This position is a full time, exempt position eligible for Medical, Dental, Vision, Life Insurance; 403(b) retirement plan; Flex-Time Off. 

WORK CONDITIONS/HAZARDS:

• Limited hazards due to lifting, pulling and pushing merchandise and bins by self or others.
• Requires a high level of adaptability and flexibility. Work environment usually hectic (fast paced) with frequent short deadlines and regular instances of critical or unusual situations.
• Field of work includes office and warehouse settings.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands and fingers, handle or feel objects, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl and talk or hear. The employee must be able to lift and/or move up to 20 pounds. Work environment us usually hectic/fast paced with regular instances of critical or unusual situations.

This job description does not cover all the activities, duties or responsibilities required of this role. Omission of specific statements of duties does not exclude them from the position if the work is similar or related to the position. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice to accommodate the needs of the organization. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.