Manager 1, Operations Support Team

Presbyterian Church USA•Louisville, KY

9d•Hybrid

About The Position

The Operations Support Team Manager provides strategic leadership, supervision, and coordination for a centralized administrative support team serving multiple areas of ministry and organizational constituents. The Manager oversees staff, optimizes workflows, allocates human resources, establishes service standards, and ensures responsive, efficient, high-quality operational and administrative support. The position promotes customer service, continuous improvement, collaboration, and operational excellence, and works with other departments to advance organizational mission and strategic goals. It operates under general supervision and requires a moderate to high degree of judgment and discretion. The role also conducts performance reviews and provides feedback on employee strengths, development areas, and overall performance. The national offices of the Presbyterian Church (U.S.A.), A Corporation, are based in Louisville, Kentucky. The position calls for commitment to the mission of the Presbyterian Church (U.S.A.) and its theological confessions, Book of Order, and General Assembly actions. The General Assembly’s Presbyterian Life & Witness partners to convene, connect, equip, and empower the whole church. Its core values include justice, love, equity, inclusion, nimbleness, trustworthiness, learning, and courage. The position is full-time and requires working at least three days per week in the Presbyterian Center in Louisville, Kentucky. It is largely sedentary, may involve occasional lifting up to 15 pounds, and may require occasional overnight, out-of-town travel.

Requirements

Bachelor’s degree required.
Five to eight years of increasingly responsible related programmatic experience combined with some supervisory responsibilities.
At least two years of supervisory, team-lead, or project-management experience.
Demonstrated experience managing budgets and coordinating contracts.
Proficiency with Microsoft Suite, including Outlook, Word, Teams, PowerPoint, and Excel, and other appropriate software.
Demonstrated ability to lead and develop high-performing teams.
Strong project-management and organizational skills.
Excellent verbal and written communication abilities.
Ability to manage competing priorities and adapt to changing organizational needs.
Strong customer-service orientation and relationship-management skills.
Experience developing processes, workflows, and operational procedures.
Ability to analyze data, identify trends, and make recommendations for improvement.
Strong judgment, discretion, and commitment to confidentiality.

Nice To Haves

Master’s degree preferred.
Related experience preferably in a nonprofit or faith-based organization.
Understanding of the Presbyterian Church (U.S.A.) and its organizational structure.
Ability to speak one or more languages other than English.
Experience supporting nonprofit, faith-based, educational, association, government, or mission-driven organizations.
Experience managing shared services or an administrative support center.
Knowledge of business process improvement methodologies.
Experience with workflow management, ticketing, or resource-allocation systems.
Experience supporting cross-functional teams.
Theological training and fluency in languages other than English are encouraged for candidates from Presbyterian communities in the global south and other historic Presbyterian Communities of Color.

Responsibilities

Lead, supervise, coach, and develop members of the Operations Support Team.
Establish team performance expectations, goals, and accountability measures; ensure onboarding, training, performance evaluations, and professional development.
Promote a positive, collaborative, service-oriented team culture.
Manage staffing levels, workload distribution, and scheduling to ensure adequate coverage and responsiveness.
Direct daily operations of a centralized administrative support pool serving multiple areas of ministry and constituents.
Assess incoming work requests and assign resources based on priorities, capacity, and expertise.
Develop and maintain service-level standards and performance metrics; monitor service quality, timeliness, and consistency.
Identify operational challenges and implement solutions to improve efficiency and effectiveness.
Evaluate administrative processes and recommend improvements to streamline workflows and eliminate redundancies.
Develop standardized procedures, templates, and best practices for administrative support functions.
Use technology and automation tools to enhance productivity and service delivery.
Analyze workload trends and resource utilization to support informed decision-making.
Manage special projects and initiatives related to operational effectiveness and organizational support.
Ensure high-quality support for contracts, purchase orders, invoice processing, online meeting facilitation, document preparation and formatting, data entry, records management, reporting, presentations, and project support.
Ensure compliance with organizational policies, procedures, and records-retention requirements.
Serve as the primary point of contact for areas using Operations Support Team services.
Build relationships with organizational leaders and staff to understand support needs and priorities.
Gather feedback and evaluate customer satisfaction to improve service delivery.
Communicate team performance, challenges, and recommendations to leadership.
Manage budgets and coordinate contracts.