Development Operations Manager

JOB SUMMARY

The Development Operations Manager leads the systems, data, and processes that power the Washington National Opera's fundraising. Working closely with the Director of Development and directly managing the Development Operations Coordinator, this position ensures the Development team has the infrastructure it needs to identify, cultivate, solicit, and steward donors, and to meet and grow its annual fundraising goals.

The Manager serves as the team's subject matter expert for Tessitura, leading its launch and adoption and ensuring the system is used cleanly, consistently, and efficiently. This role owns the team's pipeline management systems, keeping the donor pipeline healthy and growing through accurate data, clear reporting, and disciplined moves management. The Manager supervises the Development Operations Coordinator and oversees gift processing, donor records, and the department's day-to-day administrative operations.

ESSENTIAL FUNCTIONS

Database Administration

· Serve as the Development team's subject matter expert and primary point of contact for Tessitura.

· Assist with the Development team's role in the implementation of Tessitura.

· Partner with WNO's Tessitura administrators, IT, Ticketing, Marketing, and Finance to align configuration, shared data standards, and cross-departmental workflows.

· Establish and document data entry standards, naming conventions, coding structures (campaigns, funds, appeals, sources), and constituent record policies.

· Design and deliver Tessitura training for Development staff; create user guides and onboard new team members.

· Conduct regular data audits and hygiene projects, including duplicate merges, address updates, and record corrections.

· Build and maintain lists, extractions, queries, and standard reports, and identify opportunities to automate recurring work.

Pipeline and Moves Management Systems

· Own the systems and processes that track prospects and donors through identification, qualification, cultivation, solicitation, and stewardship.

· Maintain portfolio assignments, plans, steps, and contact reports in Tessitura, and hold the team accountable for timely, accurate entry.

· Produce regular pipeline, portfolio, and revenue reports and dashboards for the Director of Development and leadership, including projections against annual goals.

· Monitor key indicators such as donor retention, acquisition, upgrades, lapsed donors, and pipeline value, and flag trends and gaps.

· Lead regular pipeline review meetings with gift officers and support moves management strategy.

· Oversee prospect research and wealth screening processes to identify and qualify new donors.

· Track and report on donor cultivation events, campaigns, and stewardship activities to measure their impact on giving.

Development Operations and Team Leadership

· Supervise, train, and mentor the Development Operations Coordinator, setting priorities and supporting professional growth.

· Oversee gift processing, acknowledgments, and donor recognition to ensure accuracy and timeliness.

· Partner with Finance on monthly gift reconciliation and year-end reporting.

· Ensure compliance with gift acceptance policies, donor privacy standards, and IRS acknowledgment requirements.

· Oversee department processes for donor ticket requests, performance seat book list pulls, and donor briefings.

· Manage the Development department's operating budget tracking, purchase orders, invoices, and reimbursements.

· Continuously evaluate and improve team processes and workflows, documenting procedures and best practices.

QUALIFCATIONS

· Bachelor's degree or equivalent professional experience

· 4-6 years of experience in development operations, advancement services, or fundraising, preferably in a nonprofit or performing arts setting

· At least 1-3 years of supervisory experience preferred

· Advanced, hands-on Tessitura experience required

· Experience leading or supporting a CRM implementation, migration, or major system change

· Demonstrated ability to build reports, queries, and dashboards and translate data into clear recommendations

· Working knowledge of moves management, portfolio management, and pipeline reporting best practices

· Knowledge of gift processing, gift accounting, and IRS acknowledgment requirements

· Strong training and communication skills, with the ability to explain technical systems to non-technical colleagues

· Proficiency with Microsoft Excel and project management software and tools

· Exceptional attention to detail, organization, and problem-solving skills

· Ability to manage multiple priorities, work independently, and lead as part of a team

· A clear understanding of Washington National Opera's mission

· Ability to deftly manage many relationships and personality types, both internal among staff members, and external among constituents

· Ability to work flexible hours, including evenings and weekends, to attend donor events, performances, and meetings as needed

· Knowledge of opera is a plus, but a passion for the performing arts is essentia