Director of Service Development & Operations

Job Title: Director of Service Development & Operations
Department: Volunteer Teams
Classification: Exempt
Employment Type: Full-Time

POSITION SUMMARY

The Director of Service Development & Operations provides strategic and operational leadership for Lakewood Church services, special services, ministry environments, and the Service Team Ministry. This position develops the systems, staffing strategies, training, resources, and operational standards necessary to support consistent, safe, and excellent service execution and a welcoming guest experience. The Director leads Service Team Ministry staff and volunteers while partnering across departments to strengthen operational readiness and continuously improve service practices. This role combines people leadership, ministry partnership, and operational strategy to help Lakewood services and ministry environments operate effectively at scale.

REPORTS TO: Senior Director of Pastoral Ministries

ESSENTIAL JOB FUNCTIONS

This position requires the ability to perform the essential functions of the job, with or without reasonable accommodation, in accordance with applicable laws including the Americans with Disability Act (ADA).

Service Planning & Execution

• Lead operational planning and readiness for weekend services, special services, conferences, and church-wide events in partnership with Events, ministry teams, and other responsible departments
• Develop and maintain service plans, procedures, schedules, staffing models, and communication systems that ensure teams and resources are prepared and aligned
• Coordinate Service Team Ministry staffing and volunteer coverage to support effective execution of services, events, and ministry environments
• Anticipate operational needs, identify potential gaps, and coordinate solutions before and during services and events
• Establish clear communication, escalation, and accountability practices among teams supporting service execution

Service Team Ministry Leadership & Volunteer Operations

• Lead, develop, and empower Service Team Ministry staff and volunteer leaders to build healthy teams and cultivate a consistent culture of ministry, service, accountability, and excellence
• Develop and implement strategies for Service Team volunteer recruitment, onboarding, training, scheduling, leadership development, engagement, and retention
• Oversee Planning Center and other applicable systems used for Service Team scheduling, staffing, communication, and ministry coordination
• Equip volunteer leaders to effectively lead teams, communicate expectations, resolve issues, and support the ministry needs of volunteers
• Evaluate staffing models and volunteer deployment practices and recommend adjustments based on ministry needs, service activity, and available resources

Operational Standards & Continuous Improvement

• Establish and maintain operational standards, processes, checklists, and best practices that promote consistency across services and ministry environments
• Evaluate service execution, ministry protocols, staffing practices, and operational processes through observation, data, feedback, and measurable outcomes
• Identify operational challenges and implement practical improvements that strengthen effectiveness, efficiency, consistency, and scalability
• Develop and test new approaches to service operations, team deployment, communication, and ministry practices
• Monitor operational performance and provide recommendations to ministry leadership regarding emerging needs, risks, and opportunities for improvement

Safety, Training & Resource Stewardship

• Partner with Safety, Security, Facilities, Events, and ministry teams to support effective safety, emergency response, crowd-flow, and operational procedures
• Develop and coordinate operational training that equips staff, ministry leaders, and volunteers for safe, consistent, and effective execution
• Ensure Service Team leaders and volunteers understand applicable procedures, expectations, and emergency response responsibilities
• Manage assigned budgets, equipment, supplies, and other ministry resources with responsible stewardship

Guest Experience & Ministry Partnership

• Develop operational systems and service standards that contribute to a welcoming, organized, intentional, and consistent guest experience
• Partner with ministry leaders to identify service-related barriers or operational challenges affecting guests, volunteers, or ministry effectiveness
• Collaborate across departments to promote unity, consistency, and effectiveness throughout Lakewood services and ministry environments
• Partner with Lakewood leadership and ministry teams to support initiatives that advance the vision and mission of the Church

Team Leadership

• Provide leadership, coaching, and development to Service Team Ministry staff, volunteer leaders, and assigned project teams
• Support hiring, onboarding, performance management, and ongoing development of assigned staff
• Foster a positive, respectful, accountable, and ministry-focused team environment
• Other related duties as assigned

MINISTERIAL DUTIES

As an employee of Lakewood Church, you are a part of an over 60-year legacy of faith. As a part of the Lakewood team, you are a key part of our mission in taking the hope found in Jesus to the world. This means that as part of your job responsibilities, you are considered a spiritual leader in the Church. You are responsible for communicating the Church’s beliefs and our mission to our congregants, to maintain a lifestyle consistent with the Scriptures, and are required to belong to the Church as part of our faith community.
This will also include:

• Regular attendance at Church services and classes
• Serving as a Prayer Partner or as a volunteer in any ministry of the Church, and
• Serving our community through local outreaches from time to time when needed by the Church

QUALIFICATIONS

• Uncompromised commitment to Lakewood Church’s vision, values, and core beliefs
• Demonstrated Christ-like character and spiritual maturity
• Strong leadership and team-development skills with the ability to lead staff and volunteer teams in a complex ministry environment
• Strong operational planning, organizational, and project management skills
• Demonstrated ability to develop and implement effective systems, procedures, staffing models, and operational standards
• Ability to coordinate effectively across multiple departments, ministry teams, staff members, and volunteers
• Strong problem-solving and decision-making skills with the ability to anticipate needs, respond to changing circumstances, and resolve operational challenges
• Ability to recruit, train, coach, develop, and empower staff and volunteer leaders
• Demonstrated ability to evaluate operations using observation, feedback, data, and measurable outcomes and translate findings into practical improvements
• Strong interpersonal, communication, and guest service skills
• Ability to manage multiple priorities and high-activity ministry environments while maintaining attention to detail and service excellence
• Proficiency with Planning Center or similar church management and scheduling platforms
• Proficiency with Microsoft Office and applicable digital communication and virtual meeting platforms

EDUCATION & EXPERIENCE

• College degree preferred or equivalent combination of relevant education and experience
• Minimum five (5) years of related experience in ministry operations, service planning, event operations, organizational leadership, or a related field
• Demonstrated experience leading staff and volunteer teams
• Experience supporting large-scale church services, conferences, events, or similarly complex operations preferred
• Experience developing operational systems, training programs, procedures, and service standards preferred