Membership Operations Manager

The Wilderness Society is a national conservation organization dedicated to protecting America’s wild places since 1935. Our mission is to unite people to protect America’s wild places. Through science, advocacy and partnerships with communities and policymakers, we champion the protection of wilderness, national parks, forests, and other public lands that provide clean air and water, wildlife habitat and the freedom to connect with nature.

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The Membership Operations Manager serves as a pivotal connector between TWS’s internal operational infrastructure and its outward facing donor engagement efforts. In this role, the manager ensures the seamless execution of gift processing while also elevating the donor experience through responsive, high-quality customer service. By integrating operational excellence with relationship centered support, this position helps sustain the systems and interactions that empower The Wilderness Society’s fundraising success

This position plays a critical role in fostering an organizational culture where people feel respected, included, and accountable to shared goals and outcomes. TWS has made it a priority to ensure that our public lands work reflects fairness, representation, and accessibility. This leader will carry those commitments into our Membership program. Across our team, we aspire to be campaign-oriented, collaborative, innovative, transparent, and supportive of staff – our greatest asset

• Oversee gift processing operations, ensuring accurate and timely entry of donations, gifts, and pledges into CRM systems while supervising the Membership Operations Specialist and maintaining documented internal procedures.
• Manage USPS lockbox licenses, conduct quality control reviews of vendor output, and ensure secure storage of gift files and documentation.
• Collaborate regularly with Giving & Impact team members to establish and maintain internal systems to ensure that income is allocated to appropriate internal accounts.
• Perform and oversee adjustments to financial histories in the database.

• Protect data integrity through individual record-level review, maintenance, and ongoing data hygiene in collaboration with Membership and Giving & Impact staff.
• Develop, update, and enforce data governance policies to ensure consistency across teams for reporting and relationship management.

• Serve as primary liaison for the Member Services, providing customer service via phone, email, and mail while responding to inquiries about gifts, receipts, and account information.
• Maintain and update the Member Services manual to reflect current processes and triage donor concerns.

• Audit 10% of gift entries weekly, establish vendor quality control procedures, conduct monthly system reviews, and monitor agent calls monthly with quarterly coaching for performance improvement.

• Supervise and mentor membership/gift processing staff and provide backup support as needed.
• Manage Earthshare, state applications, BBB/Wise Giving Alliance accreditation renewals, and related marketing events.
• Adhere to and ensure compliance with all TWS policies and procedures (including finance, human resources, and legal), holding staff accountable for adhering to these standards to promote an ethical, compliant, and efficient workplace.

• Create dashboards tracking mail/call volumes, issue resolution, and KPIs; deliver ad-hoc analysis and translate complex data into actionable insights.
• Foster a culture of accuracy, accountability, service excellence, and continuous improvement.
• Perform other duties as assigned.

The ideal candidate will possess most or all the following qualifications:

• 5 years of experience in fundraising operations, database management, or nonprofit development
• Advanced proficiency with donor CRM systems (such as ROI, Raiser’s Edge, Salesforce, or comparable platforms), with the ability to optimize workflows, maintain data integrity, and support cross team reporting needs.
• Proven track record of delivering…