Guest Experience Operations Manager

Shelby American, Inc.; Barrington (IL); On-site; USD 54,000 - 73,000; Full time

Job summary

An established industry player is seeking a Guest Experience Operations Manager to enhance the operational details of Guest Experience projects across multiple campuses. In this dynamic role, you will provide essential administrative, organizational, and creative support to ensure that all attendees feel valued and welcomed. Your expertise in event coordination and project management will be crucial in executing engaging environments and experiences. This position offers a comprehensive benefits package, making it an exciting opportunity for someone passionate about creating meaningful connections within a community-focused setting.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Retirement Savings with Company Match

Generous Paid Time Off

Mental Health Counseling Reimbursement

Maternity and Paternity Leave

Qualifications

• Experience leading volunteer teams, preferably in a church or non-profit.
• Ability to design adaptable systems for multi-site environments.

Responsibilities

• Coordinate operational details of Guest Experience projects across campuses.
• Manage distribution of experience décor and supplies for events.
• Oversee Guest Experience Ministry calendar and logistical details.

Skills

Strategic Thinking

Creativity

Resourcefulness

Event Coordination

Project Management

Conflict Resolution

Coaching and Mentoring

Organizational Skills

Education

Bachelor’s degree in Event Planning or related field

Experience in ministry or organizational leadership

Job description

Description

Willow Creek Community Church is an egalitarian non-denominational, multi-site church in and across Chicagoland passionate about our vision of helping people take next steps to love God, love people, and change the world. Our desire is to see, value, and serve every person who takes a step towards us as a church. This means we work really hard to create physical environments that are not only welcoming, but are inviting. We want everyone to be seen and free from being distracted as they encounter Jesus and others. To us, it is totally unacceptable for anyone to slip through the cracks as they seek to interact and connect with us.

As the Guest Experience Operations Manager you will lead the charge in coordinating and executing the operational details of Guest Experience projects and events across all campuses. You will provide excellent administrative, organizational, and creative support to the Central Guest Experience Pastor and campus Guest Experience teams.

Our comprehensive benefits package includes health, dental and vision insurance, life insurance, retirement savings with company match, maternity and paternity leave, generous paid time off, mental health counseling reimbursement, and more. The salary range for this position is between $54,000 - $73,000 and is dependent upon levels of experience and/or education.

Job Responsibilities

1. Create effective environmental details that communicate value and belonging to all attendees. This includes but is not limited to:
2. Scale environment/experience elements to match campus size, layout, and nuance.
3. Provide playbooks so each campus team is equipped to successfully execute plans in their context.
4. Coordinate and manage the distribution of lobby experience décor and supplies for holidays and/or sermon series events.
5. Collaborate with the Marcom + Arts & Worship departments in the planning and execution of weekend & holiday experiences.
6. Lead the execution and iterations of Next Steps environments across campuses.
7. Source materials & supplies.
8. Oversee the Guest Experience Ministry calendar, including monthly calendars, special events, trainings, orientations, Discover Willow sessions, volunteer celebrations and coordinate logistical details for all GEX meetings.
9. Maintain up-to-date data in ROCK and oversight of all GEX dashboards and registrations.
10. Manage the administrative duties and details associated with events, including financial operations, promotional materials, etc.
11. Manage processes and workflows to ensure that ministry efforts are effective and scalable across campuses.
12. Build/maintain effective systems that provide accurate and timely information pertaining to GEX supplies for ongoing and special event/holiday purposes.
13. Collaborate with the Risk Management/Security team to train and resource GEX campus staff and volunteers on emergency response policies and procedures.
14. Develop & maintain GEX volunteer resources (i.e., training curriculum, onboarding resources).

Success is Defined As…

1. Systems are operating effectively, with updates made proactively.
2. Project and task deadlines are met consistently with accurate results.
3. Scaling of Guest Experience multi-site strategy operationally and efficiently.
4. Volunteer teams for environments & administrative areas are built and operating in healthy ways.
5. Weekend data is readily available for review from one synthesized location.
6. Weekend environments and experiences are well executed & engaging for guests.
7. Campus staff and volunteers are equipped and trained to respond well in emergency/crisis situations.

Requirements

Preferred Skills and Experience

Skills/Competencies:

1. Strategic: Ability to identify and articulate overall aims and interests and the means of achieving them.
2. Creative: Is excited by the opportunity to brainstorm meaningful connections between our weekend services/special events and the environments & experiences we provide for guests.
3. Resourceful: Ability to see and approach challenges/problems from a different/third way.
4. Ability to coordinate and execute events at all levels.
5. Extensive knowledge of project management, hospitality, and administration.
6. Conflict Resolution: Ability to resolve conflict.
7. Ability to coach and mentor team members.
8. Excellent organizational skills and meticulous attention to detail.

Personal Characteristics:

1. Learner: can take direction and feedback and has a great desire to learn.
2. High Emotional Intelligence: Emotionally aware, knowledge of other ethnicities/cultural groups, values people over process, and has the ability to adapt one’s behavior to the relational context.
3. Collaborator: Enjoys working collectively and connecting people to maximize impact.

Education and Experience:

1. Team Building/Volunteer Development: Experience successfully leading and developing volunteer teams, preferably in a church or non-profit environment.
2. Multi-site Church Experience: Experience designing systems and processes that can be adapted to campuses with differing sizes and cultures.
3. Bachelor’s degree in Event Planning, Organizational Leadership, Hospitality, Ministry, or a related field required (or commensurate years of experience).
4. At least two years of experience in ministry, organizational leadership, operations, customer service, event planning, or related field.