Description

The Volunteer Support & Services team is responsible for ensuring volunteers, girls, and their families within our 18-county footprint feel engaged and have a positive experience beginning on the day they join and all throughout their Girl Scout journey. Through friendly and helpful onboarding, in-person and virtual learning experiences, volunteer support in applying the Girl Scout Leadership Experience, volunteer recognition, volunteer leadership support teams, conflict resolution, and policy compliance, the aim is to achieve member satisfaction and retention.

Position Summary:

Responsible for ensuring effective implementation of membership retention strategies. Manages a high-performance staff team of Community Support Coordinators; provides oversight and ensures performance and accountability; training and onboarding; coaching and support. Partners with fellow GSNEO departments and teams to develop and maintain sustainable and streamlined processes so that our girls and volunteers have personalized and engaging experiences, fostering lasting connections while taking part in the foundational Girl Scout experience.

Major Accountabilities:

· Works with Chief Volunteer and Support Services Officer and Human Resources Director to recruit, hire, and manage Community Support Coordinators (CSC).

· Works with Chief Volunteer and Support Services Officer and Human Resources Director to manage and update the VSS onboarding process for new team members.

· Provide oversight, training, coaching, support, and evaluation to a staff team of CSC’s.

· Works with Chief Volunteer and Support Services Officer to develop yearly goals and cookbook for the CSC’s, meets with staff quarterly to check on progress towards goals.

· Works with the VSS Management team to develop and maintain a department playbook.

· Leads the annual service unit membership goal setting process.

· Manages the implementation of annual service unit work plans.

· Collaborate with Recruitment and Customer Care to ensure that staff are in alignment with the current and upcoming recruitment campaigns.

· Provides proactive conflict resolution process support.

· Works closely with Chief Volunteer and Support Services Officer and collaboratively with membership recruitment manager on membership strategies and effective implementation.

Requirements

· Bachelor's degree with concentration in social sciences or related field of study, or equivalent experience

· Minimum of three (3) years volunteer management or customer service experience

· Strong human relations skills such as leadership, networking and relationship building

· Comfortable and effective ability to communicate virtually

· Ability to prioritize and execute tangible actions

· Commitment to inclusiveness

· Advanced Microsoft Office Suite computer skills

· Knowledge of the Girl Scout program a plus