Overview
The Experience/Country Manager oversees, supports, and improves the Family History experience for members and general public patrons in assigned countries.
Responsibilities
FamilySearch Products (Website, App, Features)
* The Experience/Country Manager is responsible to coordinate and facilitate the improvement of the User Experience with HQ Product and Experience Managers
* Coordinates efforts in increasing the usage of FamilySearch through new users and improved retention rates
* Plans, develops, and conducts surveys and user interviews to gather firsthand FamilySearch user intents and information
* Does research for existing, new, and improved features
* Suggests, creates, and tests innovative design ideas to address global and local needs
* Monitors the localization of the product’s content and features, ensuring that translation and localization efforts follow quality standards for each language and locality
Priesthood and other Church leaders
* Is usually the first point of contact and supporting resource for local Priesthood and other Church Leaders in assigned regions
* Supports leaders at various levels including Area 70s, Area Organization Advisers, Stake Presidencies, High councils, Bishops, Mission Presidents and other Church leadership (focus on Area and Stake levels)
* Proactively assesses how to best support, help, and serve leaders in their individual and unit needs, providing training, information, metrics sharing, meetings, personal visits, etc.
Church activities
* Supports Church activities such as YSA and youth conferences (including FSY), Firesides, etc., by participating, demonstrating, and providing resources (Online Resources, RootsTech, flyers and event material, etc.)
* Creates a yearly overview of major Church activities and proactively offers help
* Develops own activities to be tested and used as resources by members of the Church
Strategic User Engagement
* Coordinates and drives the outreach efforts with the homeland engagement team
* Creates yearly campaign schedules based on local or global events and works with the homeland engagement team to prepare, implement campaigns, and assess results
* Coordinates the localization efforts in assigned countries to ensure cultural relevance and attractiveness
* Builds and maintains effective communication channels with Church members, FamilySearch users, genealogical societies, and the General Public
* Supports social media outreach and other communication channels like YouTube with content ideas and serves as an example in sharing content
Tree building
* Supports departmental efforts to accelerate tree building by working with Church groups (Stakes, YA Councils, etc.) or public user groups (Societies, Universities, etc.)
* Works with enthusiasts, genealogists, societies, etc., to research and assess tree opportunities in assigned countries
Temples
* Develops concepts to improve the user experience for patrons visiting temples, including preparation for newly announced temples, temple open houses, and ongoing temple operations
* Coordinates closely with other Church departments (Temple, Priesthood and Family) and local temple committees
* Collaborates with temple presidencies and temple recorders to improve member experience and ease of temple visits
* Helps and coordinates efforts toward the execution of the Temple Support Plan
Genealogical societies and industry friends
* Builds good relations with genealogists, genealogical societies, influencers, and others in the genealogy community to open opportunities and increase brand awareness and exposure
* Plans and participates in interviews, user meetings and Q&A sessions with these groups
RootsTech
* Works closely with the Help and Learning Manager and various RootsTech teams toward a successful localized RootsTech experience
* Leads efforts in planning, structuring, acquiring, and approving content for assigned countries
* Coordinates the localization of content for responsible languages and countries
* Is strategically involved in planning and executing pre-RootsTech events leading to the main event
Fairs/Exhibits
* Represents FamilySearch at fairs, exhibits and conferences
* Plans, organizes, and manages the FamilySearch Booth, presentations, and classes
* Works with department staff and local volunteers to staff exhibits
* Helps with FamilySearch brand exposure whenever possible
* Participates in events in the assigned region
FamilySearch Centers (FSC)
* Works closely with the Family History Department teams as a new FSC strategy is developed, overseeing re‑branding efforts and ensuring successful implementation
* Assesses the experience, needs, and effectiveness of FSCs and FSC Meetinghouse Access, and suggests improvements
* Works with local priesthood (Stakes) to create, relocate, or close FSCs, considering FSC Meetinghouse Access opportunities
* Oversees, suggests, and helps implement Discovery Centers or additional discovery activities in FSCs
Support
* Works closely with the Help & ROC supervisor assigned to the same countries
* Collaborates to assess and improve patron experience
* Co‑organizes learning webinars for consultants, members, and leaders
Subject Matter Expert (SME)
* Leads departmental efforts as a subject matter expert in areas such as Engagement Initiatives, Learning Content, FSC strategy, Wiki, Blog, etc.
* Coordinates efforts with internal and external parties
* Assignments may be temporary, long‑term, or developmental and stretch assignments
Administration/Finances
* Travels regularly to engage with users, leaders, and partners, submitting travel expense reports in a timely manner
* Receives a Church Credit Card and ensures timely, accurate expense reporting
* Creates meaningful reports for management use
* Contributes to internal and external communication efforts by recording events, users, etc., for Daily Connect and other initiatives
Specific Subject Matter Expert Project
* Leads efforts to develop the Research Wiki experience for each major culture and language in the Europe North Area
* Assesses the status and baseline for each country and language
* Develops pilots to improve the experience, e.g., Cabo Verde
* Optimizes Wiki content towards SEO to attract more users to FamilySearch
* Coordinates and receives training from HQ Wiki team
Qualifications
Requires a Bachelor’s degree in business management, history, sociology, anthropology, or a related field (a Master’s degree is preferred) and 8 to 12 years of relevant work experience or a combination of education and experience. Must have experience developing business plans and requirements that shape the development and delivery of services to customers. Must be able to perform and lead others through complex customer research and analysis of diverse cultures; manage services, relationships with vendors, and other business partners; deal with cross‑divisional, cross‑departmental, cross‑functional, and cross‑cultural differences; lead cross‑functional and interdepartmental project teams; define and document work processes; possess good business writing skills; and prepare succinct presentations to all levels of leadership. Preferred: knowledge of a Nordic language.
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