Relationship Services Channel Engagement Director

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.

The Director, Relationship Services Channel Engagement position exists to provide oversight and facilitation/direction for staff activities ensuring accurate, timely, and cost-effective service to constituents contacting Focus on the Family through all response and communication channels, including voice (in/outbound), web/chat, email, postal mail, social media, and mobile.

Essential Duties/Responsibilities:

• Works with Executive Director in preparing staffing model; recommends needed changes for all service components within the Relationship Services Department
• Provides support and engagement with Telecom and other support departments as needed
• Handles difficult constituent contacts when requested
• Resolves day to day work area and people problems, as appropriate to area of oversight, engaging with HR representatives as appropriate
• Participates in the definition and measurement of all staff development and engagement on all channels
• Recommends and creates work group reports (cost, quality, and schedules) as needed
• Regularly communicates functional needs/shortcomings, of current tools to Manager, RS Support to ensure constituent engagement needs are met
• Identifies training, both new-hire and refresher, needs
• Coordinates system changes with an eye to improved efficiency and constituent engagement
• Coordinates with work-for-management to establish work group schedules and priorities to ensure proper staffing of day-to-day activities to meet Department Service Levels
• Completes Coachwell reviews for assigned employees, in timely manner
• Utilizes knowledge of all department software, hardware, technology, and systems required to support the services provided by the RS division within the Contact Center
• Assists in contributing to long term strategic planning for departmental and cross-departmental goals
• Foresees valuable possibilities for department improvements, aggressively suggesting changes and improvements
• Assists with interviewing responsibilities for new department staff
• Designs, in association with training team, training program expectations and training plan to ensure optimal development of skills necessary to grow into role
• Assists with training new and current staff, along with providing training and quality program expectations for the Family Help Center
• Participates in the definition and measurement of department response standards
• Maintains an ongoing relationship with Office of the President and other groups as needed to ensure consistent information, content, and quality of response
• Participates in Departmental / Interdepartmental projects to meet ministry objectives and plans
• Utilizes a thorough understanding of FOTF policies and procedures, as well as specific policies and procedures of the department
• Manages response work functions, which requires high level thinking, discernment and decision making related to the complexity and sophistication of constituent contacts
• Foresees valuable possibilities for department improvements, aggressively suggesting changes, adjustments, and modifications
• Ensures that employees have necessary materials and resources to be equipped for job success
• Interacts with other teams, work groups, and departments to solve mutual problems, and to better understand ministry objectives and plans
• Encourages quality, cost, and safety awareness among staff
• Provides input into the budgeting process
• Meets regularly with Executive Director for assignments and communication
• Participates in management development training programs
• Ensures and maintains work group safety measures and awareness, periodically reviewing safety status within work areas and interfacing with Health and Wellness, Safety and Risk Management offices; assists in preparation of accident and worker’s compensation claims

Other Duties/Responsibilities:

• Performs other duties as assigned

Managerial Breadth/Scope of Job:

• Manages a staff of up to 50 employees

Working Environment/Physical Requirements:

• Fast paced, high volume e-mail, phone, and letter response operations
• Office/Production environment
• Stress associated with constantly changing priorities and demands
• May work in own home office to assist at home representatives
• System requirements for home system

JOB QUALIFICATIONS/REQUIREMENTS

Character/Spiritual:
Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”

Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”

Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer

Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer

Engages in Christian ministry

Demonstrates behaviors aligned with FOF core values

Personal Characteristics:

• Positive, can-do attitude, teachable, self-managed work ethic, servant’s heart, and patient, diplomatic, process thinker, approachable, personable, and articulate

Knowledge/Experience:

• Bachelor’s degree in related field
• 5-7 years of experience in Customer Service environment with two years in supervision
• Preferably, experience as a Family Help Specialist
• In depth knowledge of FOF mission, philosophy, values, and objectives
• Knowledgeable in Social Media venues

Skills, Abilities, and Special Talents/Gifts:

• Ability to work shifts outside of normal business hours (including Saturday rotation and occasional evening shifts), as specified by Executive Director
• Demonstrated leadership and administrative skills
• Ability to aggressively take initiative, when appropriate and communicate effectively, verbally and written
• Demonstrated understanding of the adult learning process
• Highly polished verbal skills: clarity of expression, good organization of thoughts, and effective articulation
• Strong ability to organize and plan work in advance, deciding on the most efficient way to do assigned tasks or projects; ability to monitor and delegate when appropriate
• Ability to counsel and assist others in resolving problems and confront difficult people and situations successfully and with confidence
• Requires use of judgment to solve moderately complex problems within the limits of standard policy and practice
• Excellent computer skills, problem solving skills, organizational skills, and analytical skills
• Ability to manage confidential information, manage change with clear, concise objectives, and encourage and motivate personnel

Salary Range: $76,956 to $88,398/yr
Application Materials Required: Cover Letter, Resume/CV

• Colorado Residents: In any materials you submit, you may redact or remove any age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines qualifications.
Focus on the Family puts a high value on our team members and offers a unique benefit package.

Employees scheduled for 20 hours or more per week are eligible for:

• Norton LifeLock ID Theft Coverage
• Legal Shield/ID Shield Coverage
• AFLAC
• 403B Retirement Plan
• Vacation Time & Vacation Payout
• Sick Time
• Holidays
• Service Awards
• Community Service Days
• Bookstore Discount
• Fitness Center

Employees scheduled for 30 hours or more per week are eligible for all the above and:

• Medical Plan
• Dental Plan
• Vision Plan
• Life Insurance
• Disability Insurance
• Flexible Spending Accounts
• EAP (Employee Assistance Program)
• Tuition Reimbursement
• Warehouse Membership Reimbursement

Note: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents.

• Temporary employees are not eligible for benefits, except for:
• Sick Time
• Bookstore Discount
• Fitness Center

Tentative Search Timeline:

• Priority will be given to applications submitted by February 24, 2025. However, this posting will remain open until filled.
• The potential employee start date is March 3, 2025.

Posting date: February 3, 2025
Unposting date: ongoing until filled
Posting contact email: job@fotf.org
Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.

Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.

Salary : $76,956 - $88,398