Family History Help Operations Manager

Job Description

Job Summary Do you want to support the Church's mission to bring souls unto Christ, by helping to document family history in rural Africa and assist members achieve their responsibility to submit names for saving ordinance in the temple? Additional Details

Purposes

This position will manage multiple sections or groups within the division; Manage the activities of individual contributors or supervisors; Manage the operational and fiscal activities including staffing levels, budgets, financial goals; Develop and implement programs/solutions to improve processes, reduce costs and cycle time, and improve customer experience. The incumbent will be involved in developing, modifying and executing policies which affect immediate operations and may have department-wide and/or global implications.

Responsibilities

• The responsibilities for this job will oversee and continuously improve help and camera operations in the Africa areas, including the following ;
• Contribute to strategic planning and process improvement for global and Africa help operations.
• Identify and analyze gaps in help operations current state, evaluate options for improvement, recommend and implement solutions in collaboration with stakeholders.
• Social customer service through supported social media channels.
• Outbound communications for members in callings with family history responsibilities.
• Training and logistics support for family history centers.
• Building and moderating the FamilySearch online community.
•  Coach a team of operations supervisors across the Africa areas.
•  Recruit, train, and support help operations missionaries.
•  Coordinate with Family History Department priesthood and area support managers and others in supporting priesthood-led family history efforts.
• Manage the overall operations of the Remote Operations Center (ROC), including personnel and all operational functions.
• Interface with multiple countries and their national, state and local record custodians to negotiate/renegotiate imaging contracts and to setup imaging projects.
• Ensure that the imaging process is working efficiently in the field.This includes verifying and rectifying image quality and production quantity issues. This position may travel to visit camera sites to ensure the operations are optimally running.
• Provide Technical Support for field camera operators in digital imaging processes and troubleshooting equipment malfunctions.Diagnosing and solving image quality issues for the assigned area.
•  Conduct on-site and distance training of camera operators about the imaging processes and how to carefully image valuable archival documents and yet maximize productivity.Training camera operators in the proper use of sophisticated digital equipment to ensure high quality images.
•  Participate in the imaging process, capturing images in their own field capture projects.

Qualifications

•  Must be a member of the Church and worthy of a temple recommend.
•  Masters or equivalent degree in business, management, marketing, information technology, or a related field, plus 6 - 8 years of experience or bachelor’s degree with relevant experience or a combination of both.
• Ability to understand a problem, envision a desired outcome, design a strategy to satisfy the outcome, and organize and execute a program or project that fulfills the outcome.
•  Demonstrated leadership, coaching, talent development, and team-building skills.
•  Demonstrated ability to excel on both a strategic and tactical level.
•  Business-level technical capabilities with the ability to learn new software and web applications quickly and train others.
•  Demonstrated understanding and familiarity with Africa specific social media tools.
• Excellent oral and written communication skills.
• Demonstrated capability to manage multiple priorities and maintain focus on the primary goals.
•  Contact center operations or sales account management experience preferred.
• Must possess the ability to troubleshoot and problem solve complex digital processes and systems.
•  A passion for family history and experience finding your own ancestors preferred.
•  Fluency in English & French required.