Pilgrim Support Manager

Job Description

***Verso Ministries is exclusively seeking candidates that are available to work in-person at our headquarters in South Bend, IN***

Verso Ministries is seeking a Pilgrim Support Manager to lead, manage, and scale our Pilgrim Support (Customer Service) function. This is a people-manager and operational-owner role, responsible for setting the vision, standards, and systems for how Verso cares for pilgrims. The Pilgrim Support Manager ensures that the team, processes, and tools are in place for consistent, excellent service across all pilgrim touchpoints.

This role is in-person only and based in Notre Dame, Indiana.

The Pilgrim Support Manager:
- Owns the Pilgrim Support function end-to-end
- Leads and develops the Pilgrim Support team and interns
- Establishes service standards, workflows, and accountability
- Acts as the escalation point for complex or sensitive situations
- Partners with leadership to improve systems and scale operations

People Leadership & Accountability
- Directly manage Pilgrim Support Associates and student interns
- Hire, onboard, train, coach, and evaluate team members
- Set clear expectations and performance standards for pilgrim service
- Foster a culture of professionalism, hospitality, and ownership
- Serve as the final escalation point for high-stakes pilgrim concerns

Functional Ownership & Strategy
- Own the Pilgrim Support function as a business unit within Operations
- Define and refine service workflows, SOPs, templates, and training materials
- Ensure consistency and quality across all pilgrim communications
- Monitor workload, capacity, and staffing needs as programs scale
- Identify risks, gaps, and opportunities within the support lifecycle

Systems, Process & Quality Control
- Oversee pilgrim systems including CRM, registration, payments, and refunds
- Ensure data accuracy, compliance, and operational integrity
- Partner with Sales, Finance, and Operations to ensure smooth handoffs
- Lead continuous improvement initiatives to increase efficiency and clarity

Examples of Particular Tasks:
Oversee the Verso Ministries pilgrim kit program, ensuring that all materials are sourced and that deliveries are shipped on time for each individual pilgrim
Manage 'task collection' using our trip management system to ensure that all required information from our pilgrims is accurate and received in a timely manner
Monitor Versos CRM hub, including our pilgrim support inbox and phone lines

You Are Likely a Strong Fit If You Have:
- Proven experience leading customer service teams
- Passion and love for providing high-quality customer service, communication, and service delivery
- Strong judgment and confidence in handling escalations and ambiguity
- Excellent communication skills and leadership presence
- A track record of building systems, not just reacting to issues
- The ability to lead in a fast-paced, mission-driven environment

Bonus Points:
- Experience managing teams in travel, hospitality, nonprofit, or ministry settings
- Familiarity with CRM systems and workflow design
- Experience supervising full-time staff and interns
- Exposure to project management or operational scaling

What We Offer:
- Competitive compensation, commensurate with experience
- Opportunities to travel internationally to holy sites
- A mission-driven team committed to excellence and growth
- Unlimited PTO
- Medical, dental, vision, and life insurance plans

Email careers@versoministries.com with a cover letter and current resume.

About the Employer

Verso Ministries exists to facilitate encounters with Jesus on pilgrimage. We work with Catholic parishes, schools, arch/dioceses, organizations, and communities to travel the world and encounter Jesus Christ on pilgrimage.