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 email, phone, chatbot escalation, and CRM/ticketing tools
• Ensure consistent, accurate responses aligned with approved volunteer policies and FAQs
• Manage escalation workflows for complex, sensitive, or time-critical volunteer inquiries
• Monitor contact volume, response times, trends, and volunteer feedback to drive continuous improvement
• Partner with Marketing, Legal, and Technology teams to stay aligned on program updates
• Develop and maintain knowledge bases, scripts, and training materials for staff
• Support onsite activations and volunteer program operations as needed

Requirements

• Bachelor’s degree or equivalent professional experience
• 5+ years of experience in contact center operations, customer support, or service delivery
• 2+ years of experience managing teams, including performance management and scheduling
• Experience working with Salesforce, CRM ticketing systems, or contact center platforms
• Experience supporting large volunteer programs, nonprofits, or major events
• Demonstrated ability to manage high-volume inquiries with defined service level expectations
• Experience scaling operations for time-bound or milestone-driven programs

About the Company

LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. We are on a mission to create an unparalleled experience for athletes, fans, partners, and our community.