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City of Hope Manager, Business Analysis (CRM) in Irwindale, California

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 6,000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.

Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation’s leading cancer centers that develops and institutes standards of care for cancer treatment.

Position Summary

City of Hope’s mission is to “turn hope into reality.” Focused on eliminating cancer, diabetes and other life-threatening illnesses, City of Hope has established itself as a world-class leader in transforming the future of health. Raising the philanthropic resources to fuel its leading-edge research, its exquisite and compassionate clinical care, and its advancement of biomedical education and training, is a vital component of the City of Hope model of success. Each member of the Office of Philanthropy is a stakeholder in this work, with personal accountability for his/her role in building a successful future of delivering new cures, treatments and education.

The Office of Philanthropy’s vision is to support this life-saving work by being known institutionally and nationally as a model of excellence among elite fundraising programs. Recent recruitments of nationally and internationally renowned faculty offer advancement leaders new opportunity for partnership among philanthropy, research and patient care.

To this end, we invest in our staff through the Team Activation Program (TAP) initiative. This initiative increases the effectiveness of our team through focused transparency & accountability, building trust within teams; training & development; celebrating innovation & risk taking; enhancing team communications and removing roadblocks to maximize activation. The TAP initiative ensures that the Office of Philanthropy is poised to move quickly, effectively and efficiently to maximize opportunities on behalf of City of Hope.

This position is a part of City of Hope’s Prospect Development Office under the Solutions Management department within the Office of Philanthropy, and reports to the Senior Executive Director of Solutions Management. This position will work closely with colleagues across the Office of Philanthropy along with our strategic partners in IT and Revenue Management to drive adoption on all systems and business process improvement initiatives with a focus on our CRM.

The CRM lies at the heart of our philanthropic operation. This position is responsible for ensuring that the CRM is optimized to meet the needs of the Office of Philanthropy. This requires having a keen understanding of all of the various business domains within Philanthropy and providing adequate systems support in CRM; documenting processes; developing and maintaining a repository of organizational and tactical objectives; routine review and analysis of business processes, workflow procedures, and job functions to provide insight and suggestions for improvements. This position will play a lead role in small to large scale system related projects which includes the identification of business needs and the development of functional requirements as well as assisting in change management strategies to ensure the adoption of new systems or system enhancements and upgrades throughout the system’s project life cycle. In addition, this role will also create prototypes for system design and develop testing validation requirements for system testing.

Key Responsibilities include:

  • CRM Management Solution Architecture/Design

  • Leads initiatives to optimize current Philanthropy CRM solution functionality.

  • Facilitate CRM design and validation sessions.

  • Ensure CRM has capabilities to collect and capture data necessary to run OOP operations effectively.

  • Troubleshoot and resolve problems, including the resolution of technical problems as needed, on an ongoing basis as they relate to the execution of project or program objectives and CRM.

  • Develop solutions for business process improvements and CRM system enhancements. Facilitate solution review and sign off from stakeholders. Develop documentation of new business processes.

  • Maintain in-depth understanding of stakeholders’ businesses, which will allow for proactively offering business process improvements and solutions to improve efficiency within CRM.

  • Maintain professional growth and development and stay current on the latest trends in area of expertise through participation in educational programs, review of current literature, and attending meetings and workshops.

  • Partner closely with other units within Prospect Development to create seamless business processes as they relate to CRM.

  • Create elegant CRM solutions that allow for the optimal user experience; accurate tracking; creation of metrics and reporting.

  • Develop detailed project work plans, timelines and budget (if applicable). Maintain project assignments, monitor workloads, and resources to meet project requirements. Frequently reassess project scope to ensure projects are carried out according to established plan and budget.

  • Establish relationships with stakeholders to determine project requirements, and create proposals that reconcile stakeholder requirements with service scope and ensure proper setting of expectations (e.g., project goals, scope, participant responsibilities, delivery dates, and governance).

  • Strong influence skills to align with stakeholders’ practices (project management, risk management, etc.), strategies (metrics, goals, outcomes, strategic priorities), and utilizing tactics (negotiation skills, triple constraint, business relationship management principles).

  • Actively participate in design, development and testing of the Philanthropy project lifecycle.

  • Lead the technical analysis, design, development, testing, implementation and post-implementation support of Philanthropy’s systems.

  • Maintain high-level City of Hope enterprise system knowledge and expertise to serve as the primary Philanthropy point of contact for technical or functional requirements.

  • Maintain high-level Philanthropy industry knowledge and product expertise to assist in supporting Office of Philanthropy fundraising programmatic needs.

  • Provide leadership, direction and mentorship to a team of Business Analysts

  • Ensure work is completed on time and within budget.

  • Mentor, train, and act as SME to software engineers and business analysts.

  • Provide technical direction and best practices to be followed by the team.

  • May act as project manager for any/all aspects of various individual projects (e.g., solution analysis, user experience design, information architecture and content strategy, front and back-end development, technical implementation, testing and quality assurance), serving as primary point-of-contact to stakeholders for related work.

  • Work with consultant partners to ensure deliverables are met.

  • Work closely with IT partners to ensure all CRM systems and processes are efficient, accurate, and fully operational.

  • Build sustainable relationships and trust with key stakeholders through open and interactive collaboration.

  • Act as liaison with stakeholders and project team members regarding changes to scope and delivery dates, providing regular reports and project dashboards to leadership.

  • Superior communication skills, i.e. confirm all commitments made to customer in written form following an interaction and delivery of commitments in a timely manner.

  • Approach each engagement with an above and beyond mindset.

  • Serve as a role model for the Office of Philanthropy

  • Participate and model vision, culture and change implementation throughout the Office of Philanthropy and City of Hope.

  • Participate in search committees, task forces and other special projects.

    Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.

    Performs other related duties as assigned or requested.


Basic education, experience and skills required for consideration:

  • Must have a Bachelor’s Degree, preferred coursework in Information Systems, Business, Computer Science.

  • Experience may substitute for minimum education requirements.

  • Must have at least 8 years of experience working with CRM database systems.

  • Must have at least 1 year of experience in a lead/supervisory capacity.

    Preferred education experience and skills:

  • Experience with Non-Profit organizations, Blackbaud CRM, Raiser’s Edge, Luminate Online, Classy, Tableau, and Jira.

  • Excellent verbal communication skills.

  • Excellent written communication skills.

  • Excellent public speaking skills.

  • Excellent customer service skills.

  • Interface with customers at all levels.

  • Manage and coordinate multiple tasks simultaneously.

  • Creative ability to develop new ideas.

  • Instruct/train others.

  • Superior judgment.

  • Ability to deal with confidential matters with tact and sensitivity.

  • MS Office Suite, MS Visio, MS Project, Online Collaboration Tools (MS Sharepoint, MS LiveMeeting, Webex, etc.)

  • Personal Computer and Peripherals, Mobile Devices, Phone and Voicemail System

  • Occasionally subjected to irregular hours

  • Occasional pressure due to competing priorities and deadlines

  • Occasional travel required

  • Atmosphere and environment associated with an office setting

    City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.