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Volunteer Onboarding Experience Manager

Department: Administration
Location: Houston, TX

Volunteer Onboarding Experience Manager

Job Description Summary

The Volunteer Onboarding Experience Manager is responsible for overseeing the implementation of policies and procedures in the two key areas:  Child Safety and Customer Service within the volunteer experience at Lakewood Church.

This position reports to General Counsel.

Essential Job Functions

Child Safety:


Oversee all aspects of the volunteer screening process including: application, background checks, interviews, references, and training where applicable.  This includes keeping up with best practices for child safety and offering suggestions for changes and efficiencies.

Policy Development and Implementation

Assist with the continued development and maintenance of child safety handbooks for Kidslife, Student Ministries, Teens Volunteers, Volunteer Screening Handbook and other areas as needed.

Staff and Volunteer Training

  • Ensure all staff and volunteers working with minors have taken child safety training every two years.
  • Conduct and/or ensure all staff and volunteers have the required bi-annual camp safety training certification.
  • Ensure all appropriate staff and volunteers have taken skillful screening training.

Volunteer Records and Documents

Maintain volunteer records consistent with the Lakewood confidentiality and retention policies.

Customer Service:

Assist in the development of a strong customer service experience within the volunteer onboarding process for both new volunteers and also for ministry staff and leadership.

Team Management

  • Supervise, coach, motivate and develop Volunteer Screening staff
  • Ensure workflow standards and deliverables are met
  • Ensure the needed staffing numbers are maintained relative to workload
  • Manage and evaluate staff performance


  • Provide reports on demographics, KPIs and other volunteer data
  • Periodic needs assessments to ensure the most effective and efficient Volunteer Screening processes and procedures
  • Offer continual training to volunteer ministries on CRM
  • Other duties as assigned.


  • Uncompromised commitment to Lakewood Church’s vision, values and core beliefs
  • Demonstrated ability to communicate, motivate and effectively lead a team
  • Working knowledge of best practices in volunteer screening
  • Experience in recruiting, screening and training processes
  • Strong customer service skills
  • Prior CRM experience preferred; ability to use sophisticated technology
  • Ability to communicate effectively to all levels of staff, volunteers and management, both on an interpersonal level and publically
  • Ability to analyze problems and take effective action
  • Strong critical thinking skills
  • Attention to detail
  • Strong organization, planning, and logistics skills

Education & Experience

  • BA degree or equivalent level of experience
  • Some level of customer service experience required
  • 3-5 years of management experience, with the ability to oversee a department and team


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