Director of Service Excellence & Operations

Lakewood Church; Houston (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

Lakewood Church in Houston, TX is seeking a Director of Service Development & Operations to provide strategic and operational leadership for services, special services, and ministry environments. You will develop systems, staffing strategies, training, resources, and standards to support safe, excellent service and a welcoming guest experience.

The role leads Service Team Ministry staff and volunteers, partners across departments, and drives scalability and continuous improvement in service

Qualifications

• College degree preferred or equivalent combination of relevant education and experience
• Minimum five (5) years of related experience in ministry operations, service planning, event operations, organizational leadership, or a related field
• Demonstrated experience leading staff and volunteer teams
• Experience supporting large-scale church services, conferences, events, or similarly complex operations preferred
• Experience developing operational systems, training programs, procedures, and service standards preferred

Responsibilities

• Lead operational planning and readiness for weekend services, special services, conferences, and church-wide events in partnership with Events, ministry teams, and other responsible departments
• Develop and maintain service plans, procedures, schedules, staffing models, and communication systems that ensure teams and resources are prepared and aligned
• Coordinate Service Team Ministry staffing and volunteer coverage to support effective execution of services, events, and ministry environments
• Anticipate operational needs, identify potential gaps, and coordinate solutions before and during services and events
• Establish clear communication, escalation, and accountability practices among teams supporting service execution
• Lead, develop, and empower Service Team Ministry staff and volunteer leaders to build healthy teams and cultivate a consistent culture of ministry, service, accountability, and excellence
• Develop and implement strategies for Service Team volunteer recruitment, onboarding, training, scheduling, leadership development, engagement, and retention
• Oversee Planning Center and other applicable systems used for Service Team scheduling, staffing, communication, and ministry coordination
• Equip volunteer leaders to effectively lead teams, communicate expectations, resolve issues, and support the ministry needs of volunteers
• Evaluate staffing models and volunteer deployment practices and recommend adjustments based on ministry needs, service activity, and available resources
• Establish and maintain operational standards, processes, checklists, and best practices that promote consistency across services and ministry environments
• Evaluate service execution, ministry protocols, staffing practices, and operational processes through observation, data, feedback, and measurable outcomes
• Identify operational challenges and implement practical improvements that strengthen effectiveness, efficiency, consistency, and scalability
• Develop and test new approaches to service operations, team deployment, communication, and ministry practices
• Monitor operational performance and provide recommendations to ministry leadership regarding emerging needs, risks, and opportunities for improvement
• Partner with Safety, Security, Facilities, Events, and ministry teams to support effective safety, emergency response, crowd-flow, and operational procedures
• Develop and coordinate operational training that equips staff, ministry leaders, and volunteers for safe, consistent, and effective execution
• Ensure Service Team leaders and volunteers understand applicable procedures, expectations, and emergency response responsibilities
• Manage assigned budgets, equipment, supplies, and other ministry resources with responsible stewardship
• Develop operational systems and service standards that contribute to a welcoming, organized, intentional, and consistent guest experience
• Partner with ministry leaders to identify service-related barriers or operational challenges affecting guests, volunteers, or ministry effectiveness
• Collaborate across departments to promote unity, consistency, and effectiveness throughout Lakewood services and ministry environments
• Partner with Lakewood leadership and ministry teams to support initiatives that advance the vision and mission of the Church
• Provide leadership, coaching, and development to Service Team Ministry staff, volunteer leaders, and assigned project teams
• Support hiring, onboarding, performance management, and ongoing development of assigned staff
• Foster a positive, respectful, accountable, and ministry-focused team environment
• Other related duties as assigned

Job description

Lakewood Church in Houston, TX is seeking a Director of Service Development & Operations to provide strategic and operational leadership for services, special services, and ministry environments. You will develop systems, staffing strategies, training, resources, and standards to support safe, excellent service and a welcoming guest experience.

The role leads Service Team Ministry staff and volunteers, partners across departments, and drives scalability and continuous improvement in service