Catholic Funeral & Cemetery Services

Nonprofit Catholic funeral and cemetery ministry

Family Service Manager

Business OperationsConfirmed live in the last 24 hours

Full-timeLos Altos, CA, USANo salary listedIn-person

About the Job

Requirements

Ability to coach Family Service Advisors and Family Service Directors on arrangement skills, performance, and ministry formation.
Ability to ensure compliance with legal and safety requirements, location policies, Church directives, and vendor management.
Ability to manage role-based formal training, including ministerial formation and operational training.
Ability to meet expectations regarding hiring, training, and off-boarding staff.
Ability to support outreach to local parishes and maintain relationships with funeral homes, hospice organizations, and hospitals.
Ability to contribute to budgeting and meet or exceed budget performance goals.
Ability to prepare and submit weekly and monthly performance reports and ensure accurate family arrangement documentation.

Responsibilities

Lead the location team and steward the location’s business, financial, and mission strategies.
Manage the Alba arrangement process for advance planning and at-need services, guiding Family Service Advisors and Family Service Directors.
Meet or exceed individual sales performance goals and revenue expectations.
Coach staff through one-on-one meetings and support their professional development and formation as missionary disciples.
Participate in family arrangements and coach staff to lead with presence and hope.
Observe telephone interactions of Family Service Advisors, Family Service Directors, and Front Desk staff for process compliance and quality of family engagement.
Implement programs and processes, including the Mother Theresa, All Souls, and Precious Lives national mission programs.
Ensure the cemetery, chapel, and grounds are maintained as consecrated ground.
Lead the team in operational excellence and ensure families encounter accompaniment, dignity, and hope.
Observe service operations and hold team members accountable to safe, effective processes.
Model ministry culture and help team members understand how their work supports the Church’s mission.
Lead daily location meetings, including shared prayer where practical and discussion of location topics and national connectivity.
Conduct and submit performance reviews as directed.
Assist the Outreach Manager or conduct outreach events when an Outreach team is absent.
Understand Alba’s positioning relative to secular providers, local demographics, and the diocese’s ministry reach.
Review, prepare, and submit performance reports to the Director of Cemeteries.
Ensure efficient administrative processes and quality control of family arrangements and documentation.

The Family Service Manager (FSM) is the face of Alba at a Diocesan locations, accountable for the family's experience at every point of contact with the ministry. Reporting to the Director of Cemeteries (DOC), the Family Service Manager leads their entire location team — each one a missionary disciple in their own role — reporting to them.
The Family Service Manager is responsible for stewarding the location's business, financial, and mission strategies, holding operational excellence and ministry identity as one work rather than two. Their primary focus is expanding the location's impact on families through advance planning and immediate need arrangements, coaching their staff as missionary disciples, and pursuing their own ongoing formation.
Coaching Missionary Disciples (50%)

Manage the Alba arrangement process — advance planning and at-need — guiding the work of Family Service Advisors (FSA) and Family Service Directors (FSD) as ministry moments, not transactions.
Accountable for individual sales performance goals that meet and or exceed revenue expectations understanding that financial performance is what sustains the ministry's capacity to serve families with excellence
Provide coaching on arrangement skills and performance — helping FSAs and FSDs grow both as professionals and as missionary disciples
Conduct one-on-one meetings with team members that focus on coaching towards increased family impact and formation in the qualities of the missionary disciple
Participate in family arrangements, coach family service staff in leading with presence and hope
Observe and listen to telephone interactions of FSA's, FSD's, and Front Desk listening not only for process compliance but for whether the family was met with genuine presence
Responsible for implementing all programs and processes as directed including but not limited to the three national mission programs – Mother Theresa, All Souls, and Precious Lives

Family Experience & Operational Excellence (20%)

Survey that the cemetery, chapel, and/or grounds are maintained as consecrated ground — reflecting the dignity of the human person and serving as a visible form of witness to families who return.
Accountable for leading team members in operational excellence, ensuring every family encounters accompaniment, dignity, and hope — not a transaction — at every point of contact.
Observe service operations team members and hold the team accountable to processes that are proven safe and provide the best family experience
Assure compliance with legal and safety requirements, location policies, Church directives, and vendor management

Team Development (15%)

Implement and model ministry culture helping every team member understand why their work matters to the mission of the Church
Manage role-based formal training — including ministerial formation and operational training — ensuring participation and compliance
Accountable for leading daily location meetings, opening with a brief moment of shared prayer where practical, alongside location topics and national connectivity
Conduct and submit performance reviews, as directed
Build and form a high-quality team of missionary disciples, meeting expectations regarding hiring, training, and off-boarding staff.

Community Stakeholder Management (10%)

Support outreach to local parishes introducing families to advance planning as an act of love and stewardship, not a sales opportunity. Assist Outreach Manager or conduct outreach events in the absence of an Outreach team
Develop and maintain relationships with funeral homes, hospice organizations, and hospitals —key ministry network partners across the continuum of care
Understand Alba's positioning relative to secular providers, local demographic makeup, and how the diocese's ministry compares in reach

Administration (5%)

Contribute as directed in the budgeting process, meeting or exceeding budget performance goals
Review, prepare, and submit weekly/monthly performance reports to the DOC (e.g., CRM, marketing, sales reporting, other dashboard items, as directed by the DOC)
Be responsible for efficient and effective administrative processes and procedures
Provide quality control of all family arrangements and documentation standards, checking for accuracy and full engagement as a Missionary Disciple

About the Company

Catholic Funeral & Cemetery Services

Nonprofit Catholic funeral and cemetery ministry

Catholic Funeral & Cemetery Services supports families making end-of-life arrangements and helps Catholic dioceses manage funeral homes and cemeteries across the United States. The church-owned nonprofit guides families through funerals, cremation and burial in keeping with Catholic teachings, with help available after a death and when planning ahead. It works alongside local managers or takes responsibility for an entire diocesan operation, including finances, staff training and purchasing. Its Mother Teresa Program uses donations to cover services for people unable to pay, while the All Souls Remembrance Program inters cremated remains at no charge. CFCS was founded in 2011.

Company size: 11-50
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: 2011

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