Manager, Volunteer Support Services The Manager, Volunteer Support Services is responsible for leading the day-to-day operations of the Volunteer Contact Center, ensuring timely, accurate, and consistent support for volunteers across all stages of the volunteer journey. This role oversees staff, communications, and processes to deliver a high-quality volunteer experience while managing high inquiry volumes, peak operational periods, and complex escalations. The Manager plays a critical role in strategic development of the volunteer support standards, translating volunteer policies, timelines, and operational updates into clear guidance for contact center teams, and serves as a key liaison between Volunteer Operations, Marketing, Legal, and Technology. This role reports to the Head of Volunteers.
Key Responsibilities:- Lead and manage the Volunteer Contact Center team, including staffing, scheduling, training, and performance management
- Oversee daily contact center operations across all channels (email, phone, chatbot escalation, CRM/ticketing tools)
- Ensure consistent, accurate responses aligned with approved volunteer policies, FAQs, and communications
- Manage escalation workflows for complex, sensitive, or time critical volunteer inquiries
- Monitor contact volume, response times, trends, and volunteer feedback; use data to drive continuous improvement
- Partner closely with Marketing, Legal, and Technology, and other cross functional teams to stay aligned on program updates
- Support peak periods such as application launch, onboarding, training, and Games time operations
- Support volunteer communications outside of the contact center as needed
- Develop and maintain knowledge bases, scripts, and training materials for contact center staff
- Contribute to volunteer experience planning and readiness activities leading up to and during the Games
- Support the volunteer program operations as needed for onsite activations with Volunteer in Community programming and at the Volunteer Experience Center as needed
This role will be focused on the Volunteer Program but may rotate to support other organizational communication phases as needed.
Background & Requirements:
Bachelor's degree or equivalent professional experience 5+ years of experience in contact center operations, customer support, service delivery, or a related field 2+ years of experience managing teams, including performance management, scheduling, and training
Demonstrated experience supporting high volume inquiries with defined service level expectations
Experience working with Salesforce, CRM ticketing systems, or contact center platforms
Experience developing or maintaining scripts, knowledge bases, or standard response frameworks
Experience supporting large volunteer programs, nonprofit organizations, major events, or public-facing initiatives
Experience scaling operations for time-bound or milestone-driven programs
Expectations:
Strong people-management and coaching skills, with ability to lead teams through high-pressure periods
Excellent written and verbal communication skills, with an emphasis on clarity, empathy, and consistency
Proven escalation management and problem-solving skills for sensitive or complex inquiries
Strong organizational skills and attention to detail, particularly when managing policies and critical information
Ability to analyze trends, metrics, and feedback to improve processes and volunteer experience
Education:
Bachelor's degree or equivalent professional experience
Physical Requirements and Working Conditions:
- Available to work onsite in our Downtown Los Angeles-based office
- Available to work offsite at volunteer events and at the Volunteer Experience CenterThe majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment
- The LA28 office is an open floorplan working environment; employees must be able to work efficiently in an open cubicle environment.
- Hours of work may vary, including evenings, weekends, and holidays, especially during peak event periods.
Perform other duties as required; the role will evolve over time and may include operational responsibilities during the Olympic and Paralympic GamesThe annual base salary range for this position is $88,000.00-115,000.00. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28's operational business needs and applicable law.
LA28 does not provide relocation assistance.
LA28 is committed to fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. LA28 will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and all applicable laws. We strive to build a team that is inclusive and encourage qualified candidates of all backgrounds, perspectives, and identities to apply. We assess applications based on relevant skills, education, and experience a candidate can add to our team.
