This position is central to the missionaries' role to 'Invite others to come unto Christ by helping them receive the restored gospel through faith in Jesus Christ and His Atonement, repentance, baptism, receiving the gift of the Holy Ghost, and enduring to the end.

The Supervisor, Guest Experience is responsible for supervising visitors center training at MTCs and at visitors centers.

The primary function will be to support the initiatives and objectives coming from the Missionary Department at Church Headquarters.

This position is also responsible for ensuring that the MTC training in Provo, Mexico, and Brazil for visitors center missionaries is effective and aligned with in-field training.

• Reports to Mgr, Training 1, 2, or 31.
• Supports the Missionary Department for the Temple Square guest experience (40%)
• Provides support for quarterly Temple Square trainings with over 200 staff.
• Leads pre-shift training meetings to align staff with quality standards.
• Monitors visitor attendance reports and net promotor score metrics for Temple Square.
• Regularly observes and coaches staff on shift to improve guest experience and net promotor score metrics.
• Drafts, edits, and coordinates training curriculum for the Temple Square guest experience.
• Researches industry standards for guest experience improvements on Temple Square.
• Supports virtual tours of Temple Square through training, demonstrations, and evaluation of virtual tour guest surveys.
• Carries out additional operational assignments, such as scheduling, staffing models, and website coordination.
• Ensures effectiveness of online teaching at online teaching sites (20%)
• Conducts ongoing training at online teaching visitors centers.
• Onboards new visitors center directors regarding online teaching vision, practices, and key performance metrics.
• Oversees training and implementation of new tools.
• Monitors and report on performance against key performance metrics.
• Drafts, edits, and coordinates training curriculum for Online Teaching.
• Supports the Missionary Department for visitors center support (20%)
• Serves as a first point of contact for 14 visitors center directors and regularly meets with them for training needs.
• Onboards new visitors center directors regarding visitors center vision, practices, and key performance metrics.
• Prepares and reviews reports with visitors center directors regarding guest demographics / profiles and net promotor scores for each center.
• Conducts remote training for over 400 staff at 14 visitors centers, as invited by visitors center directors and the Missionary Department.
• Supervises the training of new visitors center teachers and provides on-going evaluation and teacher development (Provo, Brazil, Mexico) (15%)
• Supervises the work of the part-time supervisor for visitors center training at the Provo MTC.
• Coordinates regularly with training supervisors at the Brazil and Mexico MTCs.
• Provides continuing support of in-service training of teachers through meetings, individual coaching, provide updated materials and policy information to teachers.
• Observes and evaluates missionaries and teachers.
• Reports missionary and teacher performance and progress to Mgr, Training.
• Supervises effective training of teachers during periods of high and low numbers of missionaries in residence.
• Drafts, edits, and coordinates training curriculum for visitors center guest experience.
• Handles day-to-day supervisory matters, confers with manager of training about discipline issues.
• Conducts hiring interviews, evaluates candidates teaching and language capacities, and makes initial hiring decisions.
• Oversees work schedules for Provo MTC to teaching staff of up to 8.
• Supervises the work of other employees (may include mixed workforce).
• Provides suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of employees under their supervision.
• Supports missionary development during visitors center training at the Missionary Training Centers (Provo, Brazil, Mexico) (5%)
• Evaluates missionary experience and performance.
• Supervises teachers in creating ideal learning environment.
• Tracks and adjusts for changing arrivals

Required :

• Two years of college 1-year part-time experience in an operations, leadership, or training role OR the equivalent combination of education and experience.
• Must have a solid understanding of training principles and exceptional training competence.
• Experience developing analytical reports and key performance indicators.
• Strong verbal and written communication skills.
• Strong interpersonal skills with a demonstrated ability to work well in a collaborative environment.
• Excellent active listening skills and customer service focus.
• Coaching and feedback experience.
• The ability to plan and dictate own activities with minimal supervision.
• Proficiency in Microsoft Office.
• To successfully perform the essential functions of the job, there may be physical requirements which need to be met such as sitting for long periods of time and using monitors / equipment.

Preferred :

• Bachelors Degree
• 2 years of work experience in an operations, leadership, or training role OR equivalent combination of both education and experience.

Includes also part-time experience two years of part-time equals one year of full-time)

• Returned missionary for the Church of Jesus Christ of Latter-day Saints.
• Returned missionary with an assignment to serve at a visitors center or historic site.
• Experience as an MTC teacher and a solid understanding of Preach My Gospel.
• Experience in leveraging data to make factual decisions.
• Language skills (Spanish and / or Portuguese preferred)
• Experience in call center operations including call center operations systems and work force management systems.

Last updated : 2024-05-14