Manager, Volunteer Support Services

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 Center
• The majority of work will be conducted in an office

Additional Information

LA28 does not provide relocation assistance. LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. We are on a singular mission to create an Olympic and Paralympic Games that celebrate all that this city and country have to offer, delivering an unparalleled experience for athletes, fans, partners and our community. The 2028 Games mark the return of the Summer Games to the U.S. for the first time in 32 years and Los Angeles' third time hosting an Olympic Games and first time welcoming the Paralympic Games. This presents the unique and exciting opportunity to celebrate our legacy with the Games and push the Olympic and Paralympic Movements forward, writing a new chapter of Games history in Los Angeles. Putting on an Olympic and Paralympic Games is a team sport. To build a Games unlike any the world has seen before, we need the best team in place-a team full of diverse perspectives, experiences and expertise. We are guided by the following set of values and behaviors-optimism, integrity, excellence, inclusion, co-creation and boldness-and look forward to hearing about how your past experiences align with them. 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 the of 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.

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