Manager, Volunteer Support Services
About The Position
LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. The organization is on a mission to create an unparalleled experience for athletes, fans, partners, and the community. This role is responsible for leading the day-to-day operations of the Volunteer Contact Center, ensuring timely, accurate, and consistent support for volunteers throughout their journey. The Manager oversees staff, communications, and processes to deliver a high-quality volunteer experience while managing high inquiry volumes, peak operational periods, and complex escalations. This role plays a critical part in the strategic development of volunteer support standards, translating volunteer policies, timelines, and operational updates into clear guidance for contact center teams, and serves as a key liaison between Volunteer Operations, Marketing, Legal, and Technology. This role reports to the Head of Volunteers.
Requirements
- Bachelor’s degree or equivalent professional experience
- 5+ years of experience in contact center operations, customer support, service delivery, or a related field
- 2+ years of experience managing teams, including performance management, scheduling, and training
- Demonstrated experience supporting high volume inquiries with defined service level expectations
- Experience working with Salesforce, CRM ticketing systems, or contact center platforms
- Experience developing or maintaining scripts, knowledge bases, or standard response frameworks
- Experience supporting large volunteer programs, nonprofit organizations, major events, or public-facing initiatives
- Experience scaling operations for time-bound or milestone-driven programs
- Strong people-management and coaching skills, with ability to lead teams through high-pressure periods
- Excellent written and verbal communication skills, with an emphasis on clarity, empathy, and consistency
- Proven escalation management and problem-solving skills for sensitive or complex inquiries
- Strong organizational skills and attention to detail, particularly when managing policies and critical information
- Ability to analyze trends, metrics, and feedback to improve processes and volunteer experience
Responsibilities
- Lead and manage the Volunteer Contact Center team, including staffing, scheduling, training, and performance management
- Oversee daily contact center operations across all channels (email, phone, chatbot escalation, CRM/ticketing tools)
- Ensure consistent, accurate responses aligned with approved volunteer policies, FAQs, and communications
- Manage escalation workflows for complex, sensitive, or time critical volunteer inquiries
- Monitor contact volume, response times, trends, and volunteer feedback; use data to drive continuous improvement
- Partner closely with Marketing, Legal, and Technology, and other cross functional teams to stay aligned on program updates
- Support peak periods such as application launch, onboarding, training, and Games time operations
- Support volunteer communications outside of the contact center as needed
- Develop and maintain knowledge bases, scripts, and training materials for contact center staff
- Contribute to volunteer experience planning and readiness activities leading up to and during the Games
- Support the volunteer program operations as needed for onsite activations with Volunteer in Community programming and at the Volunteer Experience Center as needed
- This role will be focused on the Volunteer Program but may rotate to support other organizational communication phases as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
