Donor Experience Specialist - Jacksonville, FL

Job Locations US-FL-Jacksonville
Shared Services

Job Summary

The Wounded Warrior Project (WWP) Donor Experience Specialist contributes to the overall success of WWP and the Warrior Support team by monitoring databases and service levels, providing a consultative approach, and regularly reporting on all areas of Warrior Support and training teammates on database functionalities and enhancements. 

Essential Duties & Responsibilities

  • Responding to donors via phone, email, chat, mail and face-to-face interactions.
  • Assist Warrior Support teams to identify, develop, and improve processes to enhance the donor experience and lead to greater donor loyalty and support by analyzing data and making recommendations.
  • Provide insight and on-site event support for fundraising events and galas.
  • Perform, maintain and enhance quality assurance programs to ensure donor service levels are met, e.g., internal calibrations, phone calibrations, and forms forwarding.
  • Provide necessary reporting (daily, weekly & monthly) for Warrior Support teams while streamlining databases to ensure consistent data.
  • Create and validate reports based on donor data and ad hoc requests.
  • Motivate and facilitate donors to maximize fundraising through gratitude service projects via tier driven process map.
  • Develop and maintain a working understanding of the Warrior Support team’s responsibilities and Wounded Warrior Project’s mission and purpose.
  • Recommend new projects and submit data tickets for project development.
  • Participate in weekly team meetings.
  • Other related duties as assigned.

Knowledge, Skills & Abilities

  • Demonstrated ability to respond to changing priorities and deadlines in a fast-paced, demanding working environment.
  • Demonstrated ability to work in a collaborative, team environment with ability to communicate with diverse personalities in a tactful, mature, and flexible manner.
  • Demonstrated working knowledge of customer relationship management (CRM) software.
  • Effective organizational and time management skills. Demonstrated ability to effectively manage multiple tasks, assignments, and priorities within deadlines.
  • High energy level, self-starter, and willing to take initiative.
  • Demonstrated customer service skills and ability to build rapport via phone and email.
  • Excellent verbal and written communication skills, communicating effectively with all levels of the organization.
  • Unequivocal commitment to the highest standards of personal and business ethics and conduct.
  • Mission-driven, guided by core values, and a pleasure to work with.

Education & Experience Requirements

  • Bachelor’s degree. Equivalent combination of education or experience may be considered in lieu of degree.
  • Three years of customer service experience.
  • Three years of experience using donor or customer database software.
  • Three years of experience using Microsoft Office, e.g., Word, Outlook, Excel.


  • Three years of experience in a nonprofit organization.

Certifications & Licensure

  • Certified Nonprofit Professional (CNP) preferred.
  • Valid state-issued driver’s license required.







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