ABOUT THE ORGANIZATION

The Lucile Packard Foundation for Children's Health is here to unlock philanthropy to transform health for all kids and families, in our community and around the world. We support child and maternal health programs at two world-renowned institutions, Lucile Packard Children's Hospital Stanford and the Stanford University School of Medicine. The Foundation was established in 1997 as an independent public charity to ensure a continued source of dedicated funding and support for the health and well-being of children. The Foundation is the sole fundraising entity for the children's hospital at Stanford and maternal and child health programs at Stanford's School of Medicine. Philanthropy supports clinical care, research, innovation and education to improve the health of children and expectant mothers, locally and worldwide. Our team is on a shared mission to:

• Fundraise to improve health outcomes and equitable access to excellent care for all kids and their families
• Advance equity and access to care for children with special health care needs

JOB DESCRIPTION

The Director of CRM Operations is responsible for ensuring reliable and efficient flows of data into the CRM, stewarding data structures that are sustainable to maintain, connecting data to high-value reporting and analytics, and acquiring relevant data for a sound data program. The Director of CRM connects the why, the over-arching enterprise wide meaning of data fields in the CRM, to key business functionality in the Foundation. The Director of CRM partners closely with the analytics functions to establish a center of excellence of durable, robust CRM data structures that ultimately provide a coherent data experience for users of the CRM and that land meaningfully in our readers’ dashboards, reports, and data flows to deliver business insights that will drive fundraising success and ultimately propel our mission. The Director of CRM stewards a team of data professionals with continual opportunities for growth.

This role will be a primary partner of the project team to migrate the current fundraising database to a new platform over the next 2 to 3 years. This is a key role in supporting the Foundation’s Enterprise-Wide Data Strategy. This role reports to the Senior Director of Data & Reporting and supervises the Assistant Director of Data and Reporting. Preference will be given to candidates able to be on site in Palo Alto, CA for 8 days/month though full-time remote candidates will be considered. Compensation will be adjusted for location. This organization requires all COVID vaccines and boosters except in cases of medical/religious exemption as permitted by law.  

GENERAL POSITION DUTIES AND RESPONSIBILITIES

• Act as the Foundation’s primary owner of the fundraising CRM.
• Partner as a key advisor and lead business analyst with teams across the Foundation to maintain existing and design new data structures that are sustainable.
• Maintains a holistic view of the CRM to ensure data structures and work is not duplicated, ensuring the CRM and its use is optimized, standardized and scalable.
• Lead all data acquisition and data integrity workflows.
• Establish a culture of shared ownership for data between Advancement Services and subject matter expert/end user teams, including protocols for data structure evaluation and design, proofing, documentation, and maintenance.
• Develop a strong data proofing culture and workflows that the whole team owns, developing checks of all data flows out of the CRM, whether regular or ad-hoc data requests.
• Oversee the building of a long-term sustainable CRM data system by stewarding a culture of effective documentation, cross-training and more.
• Participate in planning and implementation of upgrades; seek opportunities for automation; partner closely with IT.
• Recommend new approaches, procedures, and processes to effect continual improvements in efficiency of department and services performed.
• Function as a member of the leadership team within Advancement Services; partner with Prospect Development and Gift Administration as needed.
• Design, implement and maintain a high-quality CRM training program in partnership with Assistant Director of CRM Operations.

  NOTE: We are a dynamic organization in a rapidly changing industry. Therefore, the responsibilities associated with this position will evolve and grow in accordance with LPFCH's business needs and growth plans. More specifically, the incumbent may be required to perform additional and/or different responsibilities based on the future growth plans for the Foundation.

  POSITION REQUIREMENTS EDUCATION AND EXPERIENCE

Required:

• A Bachelor’s Degree or equivalent experience.
• 5+ years’ experience managing fundraising, development and/or alumni databases.
• 3+ years’ experience supervising direct reports.
• Experience with database management and optimizing business process workflows.
• Experience creating and proofing reports and data sets.
• Proficient in MS Office including Word, Outlook, PowerPoint, Excel; Power Query a plus.

  Preferred:

• Proficient with The Raiser’s Edge v.7.93+, Omatic Software applications: ImportOmatic and QueryOmatic; willingness and ability to learn new versions or different fundraising CRM software.
• Experience with fundraising CRM systems.
• Advanced Excel knowledge.
• Basic knowledge of Power Query, Power BI, and any other aspects of the Microsoft Power Platform.
• Experience in hospital or higher education fundraising data management.

  SKILLS Competencies the Director of CRM Operations must possess:

• Strategic Thinker
  • Ability to evaluate the sustainability of proposed data or reporting elements.
  • Holistic view of the CRM and its reach / impact across our data estate.
  • Proactive in addressing stakeholder needs, motivations, concerns and culture.
• Inclusive Leadership
  • Hold space for all voices to contribute, grow and develop.
  • Steward a cadence of regular feedback to team members; seek it out and be open to coaching for yourself too.
  • Lead initiatives with a holistic view and empathy for all stakeholders.
  • Ability to lead through change and navigate ambiguity with success.
• Accuracy
  • Detail-oriented in addition to pulling in others for proofing support.
  • Delivers a very high degree of accuracy without losing sight of big picture.
  • Builds a culture that is both highly accurate yet comfortable with the occasional human mistake.
  • Able to assess errors to determine if structural changes need to be made to mitigate future risk; does not over-solve small issues.
• Accountability
  • We all have shared ownership of our data wins and challenges; seek to understand and improve through iterative engagement with stakeholders.
  • Willing to tackle historical technical debt and provide new approaches to difficult problems.
• Execution
  • Delivers projects on time, on budget, and on scope.
  • Negotiates scope, budget, and timeline changes with stakeholders effectively.
  • Takes initiative, delivers results, observes a high degree of satisfaction from partners based on excellent outcomes and good relationships.