Director of Pilgrimage Coordination

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