Manager, Operations and Church Engagement | Remote

Overview:

Lifeway GTM Operations has an opening for a Manager of Operations and Church Engagement. This position is responsible for equipping the contact centers within the Sales and Customer Solutions team with the tools, training, and resources they need to excel. The Manager of Operations and Church Engagement provides leadership and develops strategies for key contact center functions, including training, data collection, reporting, scheduling, customer escalation response, call quality, and defective order resolution.

Why Lifeway? 

Lifeway is a place where you can bring your faith and work experience to join in the most important mission in the world: making disciples of Jesus Christ. Whether you’re a creator or storyteller, data guru or problem-solver, or anywhere in between, if you’re passionate about serving the church, we have a place for you. Lifeway has a strong Work from Anywhere (WFA) culture that is deeply focused on our mission and values. While headquartered in Nashville, TN, many of our positions are remote-eligible and have autonomy and flexibility with work hours. We provide equipment and resources to ensure team members have access to a productive and ergonomic workspace. We believe building relationships and community is essential to how we work together, so Lifeway hosts all-team meetings several times per year and provides travel for key team gatherings for remote-based team members. Full-time employees are eligible for enrollment in our comprehensive benefits plans including healthcare, vacation and sick time, holiday pay, care days, 401(k) plan, maternity and paternity leave, adoption assistance, mission trip time, and more. If this sounds like a place where you would be excited to serve the kingdom of God, we would love for you to join our team.

Learn more about our culture at team.lifeway.com/culture-code 

This is a remote position in the U.S. with occasional travel to Nashville for in-person team gatherings. #LI-Remote 

• Oversee and provide guidance to a team of up to 10 employees who support the contact centers within the Sales and Customer Solutions team. Responsibilities include hiring, training, scheduling, reporting, and managing call quality and customer response

• Collaborate with the Senior Manager of Church Engagement to develop and implement a contact center strategy aligned with Lifeways’ vision, values, and departmental goals

• Lead hiring, onboarding, and continuous development for department staff to ensure they are well-prepared and motivated

• Ensure the department adheres to Payment Card Industry (PCI) standards in handling credit card transactions to maintain secure and compliant payment processes

• Ensure all employees are equipped with the necessary hardware (computers, headsets, etc.) to effectively perform their job responsibilities

• Act as a liaison to Logistics and IT, ensuring Church Engagement employees have the support needed to delight customers in their roles

Education

• Bachelor’s degree in organizational management, quality, or a business-related discipline or equivalent experience

Required Skills and Experience

• 5+ years in a contact center or customer service-related field
• Excellent verbal and written communication skills, with the ability to convey complex ideas through reports and presentations
• Strong leadership abilities to guide and support the team, especially in complex situations
• Strong technical skills, including the ability to use tools for data extraction and meaningful reporting
• Member of or attending an evangelical Christian church