Director of Pilgrimage Coordination

Job Description

Position Responsibilities

Oversee Pilgrimage Experience

Fully own and oversee the coordination and execution of all pilgrimages, inclusive of both Verso's Core pilgrimages as well as large events such as World Youth Day or Jubilee years such that the pilgrimage feedback survey scores meet or exceed targets
Cultivate and manage all DMC relationships, inclusive of researching new DMC partners and recommendations of switching.
Assign pilgrimages to pilgrimages coordinators and ensure that all pilgrimages have a pilgrimage director when necessary
Coordinate the on-the-ground experience for 5-10 pilgrimages per year, with a particular focus on high profile, recurring customers
Act as the escalation point for complex or sensitive situations for the pilgrimage coordination team
Ensure timely, accurate, and pastoral responses to pilgrim inquiries and concerns
Maintain and improve internal Knowledge Base resources
Monitor and improve customer satisfaction metrics, including surveys and feedback systems
Team Leadership & Development
Provide coaching and oversight to the Pilgrimage Coordination team to ensure excellence in service delivery
Supervise Pilgrimage Coordinators and Pilgrimage event manager
Set performance expectations and monitor service quality
Train team members on systems, processes, and customer care standards
Foster a collaborative, mission-driven team culture
Conduct regular check-ins and performance feedback

Operations & Process Management
Ensure all policy and processes are followed within pilgrimage coordination, and identify, develop, and promulgate any new policy and processes.
Develop and refine systems and workflows to improve efficiency and the overall pilgrim experience.
Identify and implement process improvements across pilgrimage operations
Track and report on key performance indicators (response time, resolution rates, satisfaction scores)
Propose and implement process improvements and create or adjust any SOPs or policy documents as needed
Ensure consistency and scalability of pilgrimage experiences.
Partner with leadership on operational strategy and improvements
Other Administrative Responsibilities
Attend check-in meetings, departmental meetings, and leadership meetings
Collaborate cross-functionally with sales, operations, and pilgrimage teams
Lead or contribute to special projects as assigned

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.