ROLE OVERVIEW
The Manager, Principal and Major Gifts Operations leads the operational systems, reporting, and process effectiveness of the Principal and Major Gifts team. Reporting to the Senior Director, Principal and Major Gifts, this role owns key operational initiatives that strengthen data quality, prospect management discipline, performance visibility, and day-to-day team operations.

Working closely with frontline fundraisers and cross-functional partners, the Manager develops and implements plans that improve efficiency, accountability, donor stewardship, and overall team effectiveness. This role ensures gift officers have the tools, processes, and information needed to manage donor portfolios successfully.

The Manager supervises operational support staff, builds team capability through training and documentation, and provides functional leadership over Principal and Major Gifts operational processes, standards, and cross-team initiatives. The Manager also maintains strong partnerships with the Data Analytics, Donor Services, Finance, and Integrated Channel Marketing teams, as well as other internal stakeholders

DEPARTMENT ACCOUNTABILITIES 
Prospecting
Pursue strategic opportunities in coherence with MSF-USA´s strategy, that create long-term value for the movement by identifying and developing new audience segments or donors for its mission.

Donor Cultivation, Engagement and Management
Build trust and loyalty with potential and existing donors. At the simplest level, update donors on activities. At a more complex level, build long-term relationships with key donors and key donor segments. Take overall responsibility for designing, developing, and delivering the donor engagement strategy. May be through channels or through personal relationships.

Fundraising
Secure reliable, sustainable, and efficient resources in alignment with MSF-US commitments.
 
Brand Positioning
Drive awareness and consideration through brand positioning based on the brand strategy and implement brand plans.

Best-in-Class Fundraising Systems and Capabilities
Deploy and champion the latest technological systems and capabilities that push the boundaries of what Development can produce for its donors.

ROLES SPECIFIC OUTCOMES
Insights and Reporting
Execute the data and analytics reporting plan for Principal and Major Gifts. Create templates and standards to report data in a meaningful way. Communicate insights and recommendations to internal and external stakeholders.

Improvement and Innovation
Identify and implement new business practices for Principal and Major Gifts Operations. Develop and deliver operational change initiatives that improve efficiency, accountability, and team effectiveness.

Customer Relationship Management (CRM) Data
Ensure the Principal and Major Gifts team maintains high-quality donor information. Partner with Development Operations on prospect management discipline, data integrity, and reporting standards specific to major gifts. Provide input into CRM enhancements that meet the major gifts business needs.

Training, Development and Delivery
Design and deliver training content and resources to fill capability gaps for the Principal and Major Gifts team. Deliver training that improves gift officer effectiveness and operational performance.

Project Management
Deliver cross-functional projects and operational initiatives in partnership with Data Analytics, Donor Services, Finance, and Integrated Channel Marketing. Coordinate resources, priorities, timelines, and dependencies to achieve business objectives.

COMPLEXITY AND PROBLEM-SOLVING SKILLS
•    Brings professional knowledge of fundraising operations, data management, and major gifts to the role. .
•    Responsible for moderately diverse activities across reporting, prospect management, data integrity, training, and operational improvement, with awareness of related fundraising functions to operate effectively over short to medium timeframes. 
•    Uses judgment to develop new and improved procedures and translates Development strategy and policy into operational plans for the Principal and Major Gifts team. 
•    Delivers medium-term results, with outputs reviewed against targets.
•    Advises and facilitates services upon which gift officers and cross-functional partners take action.•    

BEHAVIORAL COMPETENCIES 
THOUGHT: How MSF USA staff understand the organization, manage complexity, and contribute by creating the new and different.

People Focus
Builds strong relationships and delivers solutions geared to aiding others. Solicits feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns processes with organizational needs.

Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.

Global Perspective
Takes a broad view when approaching issues, using a global lens. Shows global thinking at work; adjusts organizational practices to meet the unique needs of different regions or countries. Uses a broad perspective when addressing issues and challenges.

Cultivates Innovation
Creates new and better ways for the organization to be successful. Approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others' creative ideas and solutions and provides helpful input to enhance them.

Strategic Mindset
Sees ahead to future possibilities and translates them into breakthrough strategies.

RESULTS: MSF USA staff achieve results by cultivating a forward-thinking environment that produces solutions for changing stakeholder needs.

Drives Results
Consistently achieves results, even under tough circumstances. Regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.

Ensures Accountability
Holds self and others accountable to meet commitments.

PEOPLE: MSF USA staff understand their impact on others through collaboration and inclusion of different perspectives to achieve common goals.

Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. Readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.

Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Values Differences
Recognizes the value that different perspectives and cultures bring to an organization. Confronts stereotyping and offensive comments promptly. Consistently behaves with great sensitivity toward differences in cultural norms, expectations, and ways of communicating.

Builds Effective Teams
Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

Manages Conflict
Handles conflict situations effectively, with a minimum of noise.

Builds Networks
Effectively builds formal and informal relationship networks inside and outside the organization.

Drives Vision and Purpose
Paints a compelling picture of the vision and strategy that motivates others to action.

SELF: MSF USA staff demonstrate self-awareness by having an open mindset and by continuously seeking opportunities to learn, grow, and improve. 

Instills Trust
Gains the confidence and trust of others through honesty, integrity, and authenticity. Models honesty and authenticity and encourages others to be up front with one another. Demonstrates reliability and places a strong emphasis on the team meeting its commitments. Fairly represents others' positions.

Manages Ambiguity
Operates effectively, even when things are not certain or the way forward is not clear. Responds effectively to unclear situations, seeks to resolve ambiguity and make progress. Seeks guidance on how to adapt to changes, responds with appropriate composure and effectiveness.

Situational Adaptability
Adapts approach and demeanor in real time to match the shifting demands of different situations. Serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.

Being Resilient
Rebounds from setbacks and adversity when facing difficult situations.

TECHNICAL COMPETENCIES

Plans and Aligns
Planning and prioritizing work to meet commitments aligned with MSF-USA goals.

Financial Acumen
Interprets and applies understanding of key financial indicators to make better business decisions.

Tech Savvy
Anticipating and adopting innovations in organizational digital and technology applications.

Data Collection and Analysis
The ability and skill to determine and analyze trends from data that is collected to assist in compiling reports that will help in decision-making. 

Project Management Skills
The ability and skill to plan and manage small project work assignments within desired cost, time and quality parameters.

Presentation and Written Communication Skills
The ability to communicate clearly and effectively in both written and oral form, adjusting style and content to match the needs of different audiences. Translates complex operational concepts into clear, actionable language for non-technical audiences.

Organizational Insight
Applying knowledge of MSF-USA and the industry to advance the organization’s goals.

SUPERVISORY RESPONSIBILITY
This role will supervise one staff member, the Principal and Major Gifts Associate

DESIRED QUALIFICATIONS & EXPERIENCE
At a minimum, the Job Holder should possess:

•    Bachelor’s degree or equivalent combination of education and experience.
•    Minimum of 5 years of progressive experience in operations, data management, project management, fundraising operations, or related functions, preferably within a nonprofit, fundraising, or mission-driven organization.
•    Demonstrated experience supervising staff and supporting employee performance, development, and accountability.
•    Strong analytical skills with demonstrated ability to interpret complex data, identify trends, and translate findings into actionable recommendations for diverse stakeholders.
•    Experience managing and optimizing CRM platforms and reporting tools, preferably Salesforce NPSP, Tableau, or comparable systems.
•    Proven experience leading cross-functional initiatives and collaborating effectively with stakeholders across departments to achieve shared goals.
•    Strong project management skills with the ability to manage multiple priorities, deadlines, and operational initiatives in a fast-paced environment.
•    Demonstrated success improving operational processes, reporting accuracy, workflow efficiency, and internal service delivery.
•    Strong written and verbal communication skills, including the ability to explain complex operational concepts to non-technical audiences and provide clear guidance to colleagues.
•    Familiarity with principal gifts, major gifts, donor engagement strategy, and fundraising operations preferred.
•    Commitment to Doctors Without Borders mission and values, with an understanding of the opportunities and challenges of working in a global humanitarian organization.

TRAVEL REQUIREMENTS 

None

COMPENSATION

$101,769 – $152,653; In alignment with MSF USA's compensation framework, new hires are generally offered between the minimum and midpoint of the range based on relevant experience, skills, and internal equity.