Leader Support Manager

The purpose of the Global Services Department is to help others come unto Christ by serving members, leaders, and employees globally in a simple and efficient way.

The purpose of this position is to be a single point of contact for Stake, Mission and District Presidents as well as Area Authorities for any challenge, training or support needs, including escalations related to other Church departments if needed.

This position also works closely with area office personnel and Global Services Department (GSD) personnel to resolve the temporal challenges of ecclesiastical leaders, enabling them spend more time ministering rather than administering.

In some areas this individual may be deployed to countries away from the area office and in this case they have additional purpose and responsibility to represent the Church in matters that require in-person representation. This is a professional individual contributor role.

Individual contributor role as the single point of contact and ownership for the relationship with Stake, Mission and District Presidents as well as Area Authorities within the assigned Coordinating Councils, to address technical, system and process queries and concerns. (Between 8 to 10 councils within the assigned region)
Represent all aspects of the leader experience with the Global Services Department (GSD) and area functional managers.
Coordinate with the Collaborative Cloud (GSD and area personnel) to resolve leaders support needs. Answers may not exist thus the need to collaborate on technical, system and process issues as needed.
Analyze the feedback from assigned Coordinating Councils, so feedback can be given for Area Plan, Area Functional Plan and improvements.
Provide input to the Area functional plan as well as continuous input, recommendations and potential solutions for process, systems, procedures, and training improvements / changes.
Ensure the assigned leaders needs are resolved timely with strong ownership of the issue and Christlike service.
Assist in the development and the continual improvement of leader training and when needed help coordinate or even facilitate that training to the assigned leaders.
May have in-country responsibilities as dictated by the Area office and Area Legal Counsel

Required:
Bachelor Degree Required (Business, Communication or related degrees preferred).
6 years of work experience in a field related to Customer relationship or Customer Experience, of which 3 years of work experience should have been with or in a contact center environment.
Strong communication, presentation, and relationship management skills with both customers and internal management.
Strong listening skills.
Ability to analyze customer feedback and satisfaction research.
To successfully perform the essential functions of the job there may be physical requirements which need to be met such as sitting for long periods of time and using computer monitors/equipment.

Preferred:
Masters Degree (MBA, MPA or Business related degree).
Experience with a Customer Relations Management (CRM) system with Service Now an advantage.
Knowledge of Church organization and how to work with different departments, divisions and other stakeholders both in the area and at Church headquarters an advantage.