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Connections Manager

Connections Manager

Job ID 
# of Openings 
US-MI-Grand Rapids
Posted Date 
End Date 
Customer Service/Support
Canadian Starting Rate 
US Starting Rate 
USD $57,908.00/Yr.
Salary Range 

More information about this posting


The Christian Reformed Church in North America (CRCNA) has an opening for a full-time Connections Manager in our Grand Rapids, Michigan office. This position will work to provide coordination and implementation of the Connections Project funded by Lilly Endowment Inc. and manage the call center / reception function toward alignment with Connections Project goals. For more details visit, to apply complete an online application attaching a current resume and cover letter by September 29, 2017.




Job Title:            Connections Manager

Department(s):   Ministry Support Services & Pastor Church Resources

Status:               Full Time, exempt



ESSENTIAL DUTIES include the following.


Connections Project

  1. Implement project activities, adhering to timelines and grant requirements.
  2. Ensure staff: meet churches’ resourcing needs and foster relationships with, and host annual gatherings for, congregations and ministry leaders.
  3. Oversee expansion of project within the denomination.
  4. Lead project evaluation and sustainability plans.
  5. Write project reports in conformity with Lilly Endowment Inc. requirements.
  6. Collaborate with planning, and leading, of annual training for catalyzers and coaches.
  7. Report to, and work with, the Connections Advisory Team.
  8. Fulfill additional responsibilities as may be assigned by the PCR Co-Director - Lis Van Harten.

Call Center

  1. Manage all aspects of the call center and Grand Rapids reception, including order processing, online chat, email support, Banner classifieds, address changes, and donation calls.
  2. Provide supervision, coaching, feedback, support and guidance to assigned staff.
  3. Monitor individual and team goals to ensure successful completion of annual plans, evaluate staff performance and resolve performance issues as they arise.
  4. Participate in the re-visioning of the call center to meet the future needs of our churches, members, and ministries (e.g. One Call, One Click, Connections). Lead staff through changes.
  5. Serve as the primary point of contact between ministries and the call center.
  6. Maintain processes to ensure that call center staff are aware of resources offered by CRCNA ministries, and ministry staff are informed of needs expressed by members and churches.
  7. Set and maintain service standards, departmental budget, and productivity goals.
  8. Provide back-up phone coverage as needed and as necessary to stay current with procedures.
  9. Administer the phone system. Collaborate with IT and Operations Manager on other systems.


Supervisory Responsibilities

Supervise Connections Catalyzers, Service Representatives (CSRs), Receptionist (US)



The requirements listed below are representative of the knowledge, skill and/or ability required.

  1. Membership in a Christian church and agreement with the doctrine of the CRC signified by signing a covenant statement.
  2. Advanced interpersonal/relational skills.
  3. Proven ability to supervise and lead others toward a common goal, stating clear expectations, providing encouragement and direction, and evaluating performance.
  4. Proven ability to work with others - staff and non-staff - to implement new initiatives.
  5. Proven ability and passion for providing excellent service to internal and external stakeholders.
  6. Proven ability to communicate clearly and effectively in both oral and written manner.
  7. Proven attention to detail and ability to organize workflow, set priorities, and effectively manage one's own time.
  8. Demonstrated maturity and ability to perform well under stress.
  9. Sensitivity to, and capability to work with, individuals from diverse backgrounds and cultures.
  10. Ability to understand new computer systems and online tools.

Additional Information

  1. Bachelor’s Degree required.
  2. At least five years of experience implementing new initiatives, preferably across a distributed organization.
  3. At least five years of experience managing a team. Experience supervising off-site staff an asset.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.


  • Ability to travel in the United States or Canada as needed.