Mar 13, 2020

Shared Services Manager

  • Room to Read
Full-Time Information Technology (IT)

Job Description

Position Overview:

The Shared Services team is undergoing an exciting transformation to scale up and improve services to ensure we are able to reach our five year Strategic Plan. The Manager will work closely with the Director of Shared Services to build and implement operational excellence, effectively implementing policies, and overall improving services to staff and leading the Development Operations ("DevOps") team. We are seeking an energetic and highly skilled Manager who will oversee three key area of the business: overseeing and ensuring excellence in global gift processing and receipting operations, supporting global fundraising offices, and spearheading a new professional development series to enhance capacity across our full Development and Communications team.


We are seeking a self-motivated individual who is eager to support a team in a complex technology environment. The Shared Services Manager is a CRM database superstar, excellent project manager, and has strong leadership skills as well as experience mentoring team members and strengthening best practices. The Shared Services Manager will provide technical and managerial guidance to staff and bring highly specialized knowledge and expertise to the role. Provide strategic oversight of the DevOps function and additionally support all global markets when needed with governance, legal and people operations needs under the guidance of the Director of Shared Services. This individual possesses impeccable organizational, interpersonal, customer service and communication skills; and the ability to work independently as well as on a team.


Duties & Responsibilities:

  • Lead the DevOps team towards the execution of the company and strategic goals following the guidance of the Shared Services Director, and collaborate with the Director to develop recommendations for infrastructure and operations improvements  that will maximize reliability, availability, scalability, and performance.
  • Oversee Development Operations team and responsibilities. Effectively prioritize the team’s work based on workload and the needs of internal stakeholders.  Act as an escalation point for all business and technical teams.
  • Lead staff involved in gift processing for worldwide fundraising offices (United States, United Kingdom, Canada, Australia, Switzerland, Hong Kong, Singapore, India, Japan, Netherlands, others as directed) continually keeping an eye on process improvements and ensuring we’re on track.
  • Review and analyze current procedures, identify areas for improvement and ensure a standardization in gift processing and receipting, in compliance with all entity needs, across all fundraising locations.
  • Host quarterly DevOps Resource Group trainings for all worldwide fundraising office DevOps staff to ensure new processes and procedures are being rolled out effectively and that team members are continually learning, growing and improving.
  • Oversee the evaluation, scope and completion of new requests. Manage and assign requests to appropriate staff members on the DevOps team and provide solutions to user problems.
  • Oversee reconciliation with Intacct and processes related to accounting such as audits.
  • Respond to requests from Accounting on carrying out audits across all applicable fundraising countries.
  • Own and manage end-to-end people strategy and operations within the DevOps team. This includes driving recruiting, onboarding, talent development and setting priorities.
  • Attend all fundraising office governance calls, working closely with Legal, IT and stakeholders from relevant fundraising offices to create procedures and guidelines to manage operational risk, governance needs, and ensure compliance with all government regulations and company guidelines.
  • Advise on best practices in response tonew compliance rules and provide guidance to ensure organizational workflows meet the proper blend of user business functionality and adherence to compliance.
  • Develop and execute a professional development series, enhancing the fundraising skills and knowledge of the Development and Communications team by planning, identifying internal and external trainers and rolling out training across all fundraising markets. Lead all Development 101 Trainings for all new staff.
  • Other duties, as required





  • Gift processing experience with knowledge of IRS, GAAP and FASB regulations.
  • Minimum of 7 years of work experience, with 5 years of relevant work experience in nonprofit organizations with database experience, specifically Salesforce and working as part of the CRM administration team to enhance existing functionality, deliver new features, and improve user experience and efficiencies
  • Proven ability to design and implement new processes and facilitate user adoption.
  • Analytical and critical thinking skills required.
  • Attention to detail, schedule awareness, and ability to drive organization to healthy and timely results.
  • Must be able to inspire and maintain a positive atmosphere of innovation and success across a diverse team.
  • Strong customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse environment.
  • Demonstrated ability to lead, motivate, and develop staff.
  • Proven ability to thrive in a detail-oriented, fast-paced, growth-oriented environment while maintaining accuracy.
  • Ability to juggle multiple priorities with competing deadlines and simultaneously taking initiative.
  • Strong communication skills in English, both written and verbal.
  • Legally eligible to work in the United States; no sponsorship provided



  • Salesforce administrator certification
  • Experience collating and standardizing data from different sources to support better decision-making
  • Some facility with or interest in learning querying and filtering languages and formulas
  • Prior success as member of a multi-national team



Room to Read offers a competitive salary with excellent benefits. Benefits include health, dental, vision, long-term disability insurance, life insurance, commuter benefits and a 401K match. The non-monetary compensation includes a unique opportunity to be part of an innovative, meaningful, fun, and rapidly growing organization that is changing transforming the lives of millions of children in developing countries by focusing on literacy and gender equality in education. 



To be successful at Room to Read, you will also: 

  • Have passion for our mission and a strong desire to impact a dynamic nonprofit organization 
  • Be a proactive and innovative thinker who achieves results and creates positive change
  • Have a very high level of personal and professional integrity and trustworthiness  
  • Embrace diversity and a commitment to collaboration 
  • Thrive in a fast-paced and fun environment 

Room to Read is proud to be an equal opportunity employer committed to identifying and developing the skills and leadership of people from diverse backgrounds. EOE/M/F/Vet/Disabled



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