Director of Pilgrimage Coordination

Job Description

***Verso Ministries is only accepting candidates who are able to work in-person at our headquarters in South Bend, IN***

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. Verso is bringing a new vision of pilgrimage and global travel to Catholics everywhere. One that integrates the rich experience of faith, history, and culture into a holistic journey. Verso offers a fast-paced, entrepreneurial environment with opportunities for employee growth and development.

Verso is currently seeking a full-time, in-person Pilgrimage Coordinator to support our Operations team in the careful planning and coordination of pilgrimage logistics and the pilgrim experience.
Position Responsibilities

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 provide performance feedback

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
* Develop, maintain, and improve internal Knowledge Base resources
* Monitor and improve customer satisfaction metrics, including surveys and feedback systems

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.