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Job SummaryResponsible for the operation of the Constituent Relationship Management (CRM) and Data Warehouse (D/W) system including integration with all external vendors involved in the facilitation of fundraising activity and information throughout the Territory. Must build strong partnerships with partners to facilitate and maintain consistent data quality as well as system operational efficiency. Operations Manager will design, build and improve extract, transform and load (ETL) processes that support the import and export of donor and gift information from CRM system to our external vendors. ETL processes are supported within an SSIS environment and using a SQL Server database repository.Performs administrative and operations functions in accordance with practices, procedures and policies. Manages and supervises the flow of all data into and out of the CRM in an efficient and effective manner to ensure that all the data elements required for the daily operations of the CRM are in place when they are needed. Leads the Operations team in the daily execution of Operations as well as Data remediation and enhancement. Works closely with the employees to plan and schedule operational and data activities which maximize end user capability while minimizing impact to regular daily utilization of the CRM. Responsible for maintaining system documentation and business rules. Responsible for the operational integrity of the CRM. When outages or crisis events occur, must lead the team, with the Director of CRM, in promptly determining the root cause, remediation steps and communication to the user community.Knowledge, Skills, and Abilities:Must be supportive of the Mission of The Salvation Army. Demonstrate ability to effectively communicate by phone, email and chat channels. Demonstrateability to achieve successful outcomes in handling difficult situation and customers. Shows initiative and can act independently to resolve problems and issues. Demonstrate an ability to develop a communication plan. Knowledge of donor records management and administration as well as data and trend analysis. Knowledge of the principles and practices of CRM use. Proven track record in ability to work closely with staff members in a variety of remediation methods and settings. Proven track record to manage personal calendar and schedule during times of high-volume activities and during times of the stress of capacity. Ability to build and maintain effective working relationships with the user teams at the Corps, Area Command, Divisional, and Territorial levels of the organization. Ability to build and maintain effective employee relations with CRM Team members. Ability to interpret The Salvation Army minutes and policies as they related to the use of our CRM and the basics of Community Relations and Development functions at the Corps, Area Command, Divisional and Territorial levels. Education and Experience:Bachelor\'s degree from an accredited college or university, and Four years of experience with software development and operations, familiarity with MS SQL databases and SSIS, SSRS, SQL Scripting and Query and database data manipulation, SQL Server Database Administration, and data reporting and analytics environment (PowerBI preferred). Prior exposure and experience with system administration of enterprise fundraising system (Blackbaud e-crm) preferred. or Any combination of the above that provides the required knowledge, skills, and abilities to perform the job requirements. Licenses & Certifications:Valid State Driver\'s LicenseMS Certification in SQL, SSIS or SSRS preferred.ITIL (Information Technology Infrastructure Library) Operations Certification completion preferred.Physical Requirements/Working Conditions Manual dexterity. Ability to sit, walk, and stand on a frequent change basis in order to perform the duties of this position. Ability to lift objects weighing between 25-50 lbs. Limite travel as required. Work is