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Sr Manager, Relationship Services
Focus on the Family in Colorado Springs, Colorado
Date Posted 05/14/2021
Nonprofit-Senior/Executive Management
Employment Type Fulltime
Application Deadline Open until filled
8605 Explorer Dr, Colorado Springs, CO 80920, USA Req #1040

Thursday, May 13, 2021

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 600 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.

The Senior Manager, Relationship Services (RS) exists to provide oversight and facilitation/direction for staff activities related to ensuring accurate, timely, and cost-effective service to constituents contacting Focus on the Family through voice, web/chat, e-mail, social media, and mobile.

Essential Duties/Responsibilities:

Works with Executive Director in preparing staffing model; recommends needed changes for multi-channel constituent service within the Relationship Services Department

Provides support and engagement with Marketing, Information Technology and other support departments as needed

Handles difficult constituent contacts when requested

Resolves day to day work area and people problems, as appropriate to area of oversight

Participates in the definition and measures of all department service standards

Recommends and creates work group reports (cost, quality, and schedules) as needed

Owns workforce management, establishes work group schedules and priorities to ensure proper staffing of day-to-day activities to meet Department Service Levels

Completes Coachwell reviews for assigned employees, in timely manner

Utilizes knowledge of all department software, hardware, technology, and systems required to support the services provided by the RS division within the Contact Center

Assists in contributing to long term strategic planning for departmental and cross-departmental goals

Foresees valuable possibilities for department and inter-departmental improvements, aggressively suggesting changes and improvements

Assists with interviewing responsibilities for new department staff

Assists with training new and current staff, along with offering input into the Training and Quality programs for the Family Help Center

Participates in the definition and measurement of department response standards

Maintains an ongoing relationship with Office of the President and other groups as needed to ensure consistent information, content, and quality of response

Participates in Departmental and Interdepartmental projects to meet ministry objectives and plans

Utilizes a thorough understanding of FOF policies and procedures, as well as specific policies and procedures of the department

Manages response work functions, which requires high level thinking, discernment and decision making related to the complexity and sophistication of constituent contacts

Ensures that employees have necessary materials and resources to be equipped for job success

Resolves day-to-day work area and “people” problems, engaging Human Resources Representative appropriately

Interacts with other teams, work groups, and departments to solve mutual problems, and to better understand ministry objectives and plans

Encourages quality, cost, and safety awareness among staff

Provides individual and team management support in resolving day-to-day work group and “people” problems, and interfaces with other work groups to solve mutual problems

Provides input into the budgeting process

Meets regularly with Executive Director for assignments and communication

Handles difficult constituent contacts when requested by team employees

Participates in management development training programs

Ensures and maintains work group safety measures and awareness, periodically reviewing safety status within work areas and interfacing with Health and Wellness, Safety and Risk Management offices; assists in preparation of accident and worker’s compensation claims

Other Duties/Responsibilities:

Performs other duties as assigned

Managerial Breadth/Scope of Job:

Manages a staff of up to 10-30 employees

Working Environment/Physical Requirements:

Fast paced, high volume e-mail, phone, and letter response operations, including rapidly increasing volume of social media contacts and web traffic

Office/Production environment

Stress associated with constantly changing priorities and demands

May work in own home office to assist at home representatives

System requirements for home system



Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”

Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”

Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer

Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer

Engages in Christian ministry

Demonstrates behaviors aligned with FOF core values

Personal Characteristics:

Positive, can-do attitude, teachable, self-managed work ethic, servant’s heart, and patient, diplomatic, process thinker, approachable, personable, and articulate


Bachelor’s degree in related field or 5-7 years of experience in Customer Service environment with two years in supervision

Preferably, experience as a Family Help Specialist

In depth knowledge of FOF mission, philosophy, values, and objectives

Knowledgeable in Social Media venues

Skills, Abilities, and Special Talents/Gifts:

Ability to work shifts outside of normal business hours (including Saturday rotation and occasional evening shifts), as specified by Director

Demonstrated leadership and administrative skills

Ability to aggressively take initiative, when appropriate and communicate effectively, verbally and written

Demonstrated understanding of the adult learning process

Highly polished verbal skills: clarity of expression, good organization of thoughts, and effective articulation

Strong ability to organize and plan work in advance, deciding on the most efficient

way to do assigned tasks or projects; ability to monitor and delegate when appropriate

Ability to counsel and assist others in resolving problems and confront difficult people and situations successfully and with confidence

Requires use of judgment to solve moderately complex problems within the limits of standard policy and practice

Excellent computer skills, problem solving skills, organizational skills, and analytical skills

Ability to manage confidential information, manage change with clear, concise objectives, and encourage and motivate personnel

Salary Range: $58,092 to $68,907/yr.

Focus on the Family puts a high value on our team members and offers a unique benefit package.

Employees scheduled for 30 hours or more per week are eligible for:

  • Medical Plan
  • Dental Plan
  • Life Insurance
  • Disability Insurance
  • Flexible Spending Accounts

Employees scheduled for 20 hours or more per week are eligible for:

  • Legal Shield/ID Shield
  • Retirement Plan
  • Vacation Time
  • Sick Time
  • Holidays
  • Service Awards

Note: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents.

  • Temporary employees are not eligible for benefits.

Helping Families Thrive! Focus on the Family is a 501c3 Christian Non-Profit Ministry.

Other details

  • Pay Type


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