Director, Support Services

The Gideons International•Nashville, TN

18h•Onsite

About The Position

The Director of Support Services provides strategic and operational leadership for Ministry Program’s core service functions, overseeing customer service and processing transactions related to membership support, contributed funds, and camp accounting. This role directs three key departments—Member Support, Donor Support, and Camp Accounting Support—bringing them together to deliver cohesive God-honoring service to members, donors, and others seeking to support God’s work around the world through the Association. These teams ensure the accurate processing of membership inquiries, applications, and renewals; Scripture and merchandise orders; and all financial contributions, while also providing reliable guidance and support for Camp and State Treasurers. The Director is responsible for developing strategies that enhance support of member inquiries and transactions, strengthen donor experience when making contributions, and support the efficient financial operations of USA Camps through Camp and State Treasurers. This position leads critical initiatives that contribute to the growth of the Association’s membership and ensures that the infrastructure, expertise, and resources needed for high-quality service are firmly in place to provide quick and efficient resolution to all requests. The Director provides expert guidance across all membership, donation, and camp accounting initiatives to ensure excellence, consistency, and alignment by supporting members in fulfilling Ministry Programs. When issues escalate, the Director must be able to represent the Association with exceptional maturity, professionalism, and competence to all levels of members, donors, and leaders. Success in this position requires consistent team building, day-to-day coaching of process improvement, responsible and timely follow-through, and a deep understanding of the objectives and processes needed for members to successfully fulfill the activities related to Ministry Programs.

Requirements

Demonstrate team leadership and management experience with an emphasis on coaching staff for professional growth.
Proven ability to plan, prioritize, and perform multiple complex projects in a fast-paced work environment.
Strong technology skills, including proficiency in widely used software applications, especially Microsoft Office applications, customer relationship management (CRM) software, and phone/ticketing systems.
Strong sense of discretion with confidential information in working with the Association’s donor database.
High attention to detail, accuracy, and quality.
Ability to communicate effectively with staff, members, donors, and vendors.
Strong Project Management disciplines with proven ability to plan, prioritize and perform complex work in a fast-paced environment.
Excellent written and verbal communication skills.
Proven critical thinking ability and discernment skills of member and donors’ needs and alignment with organizational goals and objectives.
Solid understanding of Gideons International Programs and Auxiliary Core Programs.
Professional behavior and ability to effectively represent The Gideons International with integrity and poise, interpersonal and presentation skills, discernment, and professional appearance
Working knowledge of gift planning as an integral part of charitable giving and giving options.
While performing the duties of this job, the employee is required to stand, walk, sit, talk, and hear.
Specific vision abilities required by the job include close vision.
Integrity
Excellence
Open Communications
Stewardship
Actively learns, demonstrates and fosters the organizations’ culture in all actions and words.
Takes personal initiative and is a positive example for others to emulate.
Ability to understand the fundamental business drivers and communicate the state of business and provide strategic recommendations to management.
Proven ability to keep a big picture perspective while dealing with very detailed information.
Systems-thinking, able to streamline processes, procedures, and protocols
Foster open communications and approachability
Positive and constructive attitude
Build talent
Business acumen
Process management
Developing direct reports
Decision quality
Problem solving
Ability to challenge the status quo
Climate-controlled office environment
8-hour workday
Variations in work volume sometimes require extended working hours
Occasional travel to meet with vendors
Bachelor’s degree or equivalent experience
5-10 years of managing teams
Technology experience, especially in Microsoft Office applications and databases
Active member in good standing of The Gideons International or willingness to join The Gideons International as a member.
Successful completion of a drug and background screen

Nice To Haves

Professional experience in a Protestant, evangelical ministry setting
Management experience overseeing multiple teams with a focus on process improvement
Experience working in a staff capacity with a membership association
Familiarity with The Gideons International camp activities
Experience with membership and donor databases
Leadership experience with The Gideons International camp activities

Responsibilities

Strategic Leadership & Division Oversight Provides hands-on leadership and direction for Member Support, Donor Support, and Camp Accounting Support to ensure operational excellence across all support functions.
Develops departmental goals, standards, and performance metrics that align with organizational objectives and the ministry’s goals and objectives.
Oversees staffing, workflows, and resource allocation to ensure each department is equipped to deliver timely, accurate, and high-quality service.
Cultivates a culture of excellent service, accountability, and continuous improvement across all three departments.
Work directly with leaders, members, and donors for escalated and sensitive issues.
Partners with internal leaders to coordinate initiatives, address emerging needs, and strengthen communication regarding support services.
Provides reports, analysis, and strategic insights to executive leadership related to membership trends, donation processing, and camp accounting performance.
Represents Support Services in cross-departmental projects and strategic planning efforts.
Ensures new team members are effectively onboarded and integrated into departmental operations.
Provides ongoing coaching to support the growth of all divisional staff.
Serves as the overall contact for vendors and addresses elevated issues as they arise.
Oversees the effective and efficient processing or response for membership applications.
Ensures that member inquiries regarding membership status, policies, product and Scripture purchases, and service needs are quickly and appropriately addressed.
Directs the administration of the membership renewal process, ensuring accuracy, efficiency, and a positive first-impression experience.
Recommends strategies to enhance the membership experience and contribute to overall membership growth and retention.
Ensures member training, tools, and related infrastructure are in place to support consistent, high-quality service to all Gideons and Auxiliary.
Provides oversight for the accurate receiving, recording, processing, and receipting/ acknowledging of all contributed funds from members and non-member donors to The Gideons International Headquarters.
Oversees donor inquiries and support, ensuring excellent service and timely communication.
Ensures all receipting processes adhere to IRS regulations, organizational policies, and best practices in donor stewardship.
Ensures Estate and Legacy giving are processed in a timely manner and assists with any complicated or elevated issues.
Oversees financial support provided to U.S. Camps, including contribution remittance, reporting accuracy, and monthly audit procedures.
Ensures Camp and State Treasurers receive timely guidance, training, and resources in support of their financial responsibilities.
Participates in daily morning staff devotions.
Serves by praying and reading Scripture in support of devotion leaders on a rotating basis.
Leads morning staff devotions, as part of a rotating devotion leading team, through prayer, worship, and Scripture reading, in addition to providing Scripture passage comments.