Job Description: Director, Customer Experience

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The Director of Customer Experience for the Jewish Clergy Officiation Referral Service will use their customer service experience to expand and redesign InterfaithFamily’s Clergy Officiation Referral Service, helping couples and families connect with rabbis and cantors during key lifecycle events. The full-time Director is responsible for ensuring that users have a warm and welcoming experience throughout the referral process.  They will oversee the development and implementation of all aspects of the service including customer experience, clergy vetting, acceptance and certification, measures of success, evaluation of both the clergy and the program, and continually iterating the program so that couples and families have a great experience with Jewish clergy in connection with their wedding or other lifecycle event.

More than 13 years old, our Jewish Clergy Officiation Referral Service has made more than 20,000 referrals, and connects over 2,000 interfaith couples and families each year to qualified rabbis and cantors for weddings, birth ceremonies, counseling, funerals and other lifecycle events. InterfaithFamily’s new strategic plan calls for us to build out and further develop the service, so that it’s an automated, high-touch experience for couples and families with high-quality, well trained clergy that also generates revenue for the organization.

Responsibilities

  • Formulate a customer experience vision, strategy and road map for InterfaithFamily’s officiation referral service
  • Develop a ladder of engagement that connects couples and families to InterfaithFamily’s wide range of tools and resources, including to partner organization’s programming
  • Develop and implement processes for gathering feedback from users and clergy to continuously improve the service.
  • Create an Advisory Council of clergy, lay leaders and couples to provide advice and counsel around creating policies and guidelines for the program
  • Review and update existing standards around ordination and acceptance of clergy into the program, as well as around ethics violations reporting
  • Oversee and update the certification and due diligence process for officiation list clergy, in collaboration with the Advisory Council, and InterfaithFamily rabbis on staff
  • Oversee the management of the officiation referral list, including tracking the certification process of clergy
  • Oversee the management of the officiant professional development
  • Personalize the system for requesters, so that it’s a warm, helpful, easy process
  • Develop a fee structure to generate earned revenue
  • Work with the VP of Digital Strategy and Content to revamp the digital strategy around marketing the Officiation Referral Service for maximum visibility and requests, and around responses to officiation requests, including developing a robust CRM platform
  • Coordinate with other InterfaithFamily programs and staff to ensure that they build off one another
  • Supervise a Program Manager who will maintain the clergy database, collect and collate outcome data from officiation requests and manage clergy vetting/training

 

Required Skills and Experience

  • Bachelor’s Degree
  • A can-do, get-it-done attitude, with a strong customer service and customer experience orientation
  • Experience developing and implementing a product or service
  • Ability to excel in a remote work environment, including comfortable with new technologies, and social media
  • Highly organized and focused, with strong follow through and attention to detail
  • Ability to work in an entrepreneurial, fast-paced, high-functioning, self-starting team
  • High level written and communication skills
  • Ability to manage multiple tasks and coordinate input from a variety of stakeholders
  • Ability to drive toward ambitious goals, identify indicators of success and use feedback to continuously improve the service.
  • An understanding of the elements of Jewish lifecycle officiation, particularly weddings and baby namings, is preferred
  • Experience working with Jewish clergy is a plus
  • Collaborative working style, forward thinking, kind, creative, flexible, with a sense of humor

InterfaithFamily’s national headquarters is outside of Boston in Newton, MA, but we will consider qualified applicants with an ability to work remotely from anywhere.

InterfaithFamily

InterfaithFamily is the premier resource supporting interfaith couples exploring Jewish life and inclusive Jewish communities. We offer an interactive and personalized digital entry point, a network of trained and vetted Jewish clergy for lifecycle ceremonies, codified programs connecting couples, offered by Rabbinic Fellows, and professional development and support for Jewish institutions and professionals.

How to Apply
Please email or fax cover letter and resume to:
jobs@interfaithfamily.com, fax: 617 965 7772

Equal Opportunity Employer. InterfaithFamily (IFF) provides equal opportunity to all people regardless of race, color, ethnicity, religion, national origin, sex, gender (including pregnancy), sexual orientation, gender identity and expression, body configuration, age, disability, marital status, height, weight, or political belief. This policy applies to all employees and applicants for employment.

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About InterfaithFamily

InterfaithFamily is the premier resource supporting interfaith couples exploring Jewish life and inclusive Jewish communities. We offer educational content; connections to welcoming organizations, professionals and programs; resources and trainings for organizations, clergy and other program providers; and our new InterfaithFamily/Your Community initiative providing coordinated comprehensive offerings in local communities. If you have suggestions, please contact network at interfaithfamily dot com.