Family Service Manager-GOH

The Family Service Manager (FSM) is the face of Alba at a Diocesan locations, accountable for the family's experience at every point of contact with the ministry. Reporting to the Director of Cemeteries (DOC), the Family Service Manager leads their entire location team — each one a missionary disciple in their own role — reporting to them.
The Family Service Manager is responsible for stewarding the location's business, financial, and mission strategies, holding operational excellence and ministry identity as one work rather than two. Their primary focus is expanding the location's impact on families through advance planning and immediate need arrangements, coaching their staff as missionary disciples, and pursuing their own ongoing formation.
Coaching Missionary Disciples (50%)

Manage the Alba arrangement process — advance planning and at-need — guiding the work of Family Service Advisors (FSA) and Family Service Directors (FSD) as ministry moments, not transactions.
Accountable for individual sales performance goals that meet and or exceed revenue expectations understanding that financial performance is what sustains the ministry's capacity to serve families with excellence
Provide coaching on arrangement skills and performance — helping FSAs and FSDs grow both as professionals and as missionary disciples
Conduct one-on-one meetings with team members that focus on coaching towards increased family impact and formation in the qualities of the missionary disciple
Participate in family arrangements, coach family service staff in leading with presence and hope
Observe and listen to telephone interactions of FSA's, FSD's, and Front Desk listening not only for process compliance but for whether the family was met with genuine presence
Responsible for implementing all programs and processes as directed including but not limited to the three national mission programs – Mother Theresa, All Souls, and Precious Lives

Family Experience & Operational Excellence (20%)

Survey that the cemetery, chapel, and/or grounds are maintained as consecrated ground — reflecting the dignity of the human person and serving as a visible form of witness to families who return.
Accountable for leading team members in operational excellence, ensuring every family encounters accompaniment, dignity, and hope — not a transaction — at every point of contact.
Observe service operations team members and hold the team accountable to processes that are proven safe and provide the best family experience
Assure compliance with legal and safety requirements, location policies, Church directives, and vendor management

Team Development (15%)

Implement and model ministry culture helping every team member understand why their work matters to the mission of the Church
Manage role-based formal training — including ministerial formation and operational training — ensuring participation and compliance
Accountable for leading daily location meetings, opening with a brief moment of shared prayer where practical, alongside location topics and national connectivity
Conduct and submit performance reviews, as directed
Build and form a high-quality team of missionary disciples, meeting expectations regarding hiring, training, and off-boarding staff.

Community Stakeholder Management (10%)

Support outreach to local parishes introducing families to advance planning as an act of love and stewardship, not a sales opportunity. Assist Outreach Manager or conduct outreach events in the absence of an Outreach team
Develop and maintain relationships with funeral homes, hospice organizations, and hospitals —key ministry network partners across the continuum of care
Understand Alba's positioning relative to secular providers, local demographic makeup, and how the diocese's ministry compares in reach

Administration (5%)

Contribute as directed in the budgeting process, meeting or exceeding budget performance goals
Review, prepare, and submit weekly/monthly performance reports to the DOC (e.g., CRM, marketing, sales reporting, other dashboard items, as directed by the DOC)
Be responsible for efficient and effective administrative processes and procedures
Provide quality control of all family arrangements and documentation standards, checking for accuracy and full engagement as a Missionary Disciple

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