Senior Manager, Volunteer Support Job at Girl Scouts of Eastern Missouri
SUMMARY OF POSITION
The Senior Manager, Volunteer Support and Customer Experience optimizes the interaction between the Girl Scouts of Eastern Missouri (GSEM) organization and all customers to ensure service excellence.
This is a new leadership position and department structure for the organization, developing and managing the following:
The Senior Manager, Volunteer Support and Customer Experience optimizes the interaction between the Girl Scouts of Eastern Missouri (GSEM) organization and all customers to ensure service excellence.
This is a new leadership position and department structure for the organization, developing and managing the following:
- Volunteer Support – includes oversight for all facets of the volunteer experience (i.e., general support, process /policy, communication, training/ Ad Education, recognition, etc.) with direct responsibility for volunteer satisfaction and retention. This includes the recruitment and management of one full-time Volunteer Support Administrator, as well as the development of a Volunteer Experience Team, comprised of volunteers across the organization.
- Customer Service (Answer Center/ Placement) – An existing department serving as front-line support for all customers.
Job experience is considered with salary offer; the starting salary for this position is
$49,000.
ESSENTIAL FUNCTIONS and ACCOUNTABILITIES
ESSENTIAL FUNCTIONS and ACCOUNTABILITIES
- Supporter and contributor to the Net Promoter Score metric for Girl Scouts, parents/caregivers, and volunteers.
- Further develop and support a culture of customer service excellence across the GSEM organization—one consistent voice.
- Work to advance the mission of Girl Scouts and be a collaborative member with all GSEM departments and the Leadership Team.
- Represent the organization in a professional manner at all times and communicate effectively.
- Perform duties with a high level of fiscal responsibility and operate all assigned cost centers at or better than budget.
- Develops data-driven plans to achieve goals and sets benchmarks to measure success for all areas of responsibility.
- Responsible for the training and management of direct reports.
- Customer Service - Customer Service currently includes a customer service center and placement coordinators who provide members with assistance through online and on-call support. Customer Service is the first-line for any customer questions. Placement is responsible for placing new members into troops and/or Juliette Program (non-troop girl).
- Ensure each touchpoint across the customer journey is engaging, efficient and effective (i.e. clear and timely communication, friendly and empathetic approach in all settings, product service knowledge, minimize customer confusion and inconvenience, etc.)
- Support the registration process for all organizational programs, camps, product programs, and membership (new and renewals) etc.
- Troubleshoot problems for customers – coordinate and collaborate with internal departments on consistent messaging, refunds, issues with online experience, crisis communication support, etc.
- Support and manage Member Financial Services – provides oversight for distribution of program scholarships
- Oversee the volunteer background check process including review, approval, suspension, and follow up to ensure the health and safety of members.
- Manage team workload and performance by metrics-based data – Case management statistics, call volume/ length, etc.
- Volunteer Support - Volunteer Population Oversight - GSEM has 18 districts across a 28-county jurisdiction. Each district breaks into various neighborhoods. Each district and neighborhood have volunteers who hold various roles –i.e., District Managers, Neighborhood Managers. In addition, volunteers support council activities, such as cookie promotion, camp staffing, troops, etc.
- Oversee the volunteer experience for all participating adults with a primary focus on continual improvement, retention, and satisfaction.
- Further develop, enhance and manage volunteer communication, training (Adult Education), and recognition.
- Create and implement a Volunteer Experience Team/ sub teams to support the volunteer population
- Ensure volunteer service teams (District and NH Managers) are functioning properly and adequately filled to support the Girl Scout mission.
- Create a standardized volunteer feedback process—i.e. focus groups, surveying, etc.
- Provide oversight of volunteer compliance with any applicable internal policies or guidelines (i.e. annual renewal process, code of conduct, year-end troop reporting process).
SUPERVISORY RESPONSIBILITY
Positions directly reporting to this position are:
Positions directly reporting to this position are:
- Volunteer Support Coordinator
- Adult Education
- Answer Center/ Placement
QUALIFICATIONS:
- Supports organizational diversity and fund development goals of Council
- Bachelor’s degree in related field is preferred
- Works collaboratively both internally and externally
- Efficient Microsoft Word, Outlook, Excel and Teams knowledge and experience
- 2+ years required experience using Salesforce.com as a CRM management tool.
- 1-2 years preferred with other database and registration systems (Hybris, gsEvents, Doubleknot, etc.).
- 1-2 years preferred with call center management experience.
- Ability to retain and motivate volunteers
- Public speaking and presentation skills preferred
- Detail oriented with strong organizational skills, ability to work independently and in a team setting, meeting deadlines, maintaining confidentiality and managing multiple projects
- Position will require some nights and weekends and occasional travel (in state). Heaviest times will be April – May and August – October.
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION:
At Girl Scouts of Eastern Missouri, we are committed to our future and what that looks like for all girls everywhere. We recognize that each employee and each member has unique experiences, perspectives, identities, and viewpoints that add value to our inclusive community. We are a proud Equal Opportunity Employer and we encourage applicants from diverse backgrounds to apply.
MISSION OF GIRL SCOUTING
Girl Scouting builds girls of courage, confidence and character, who make the world a better place. All employees are expected to fully support the work and mission of the organization.
At Girl Scouts of Eastern Missouri, we are committed to our future and what that looks like for all girls everywhere. We recognize that each employee and each member has unique experiences, perspectives, identities, and viewpoints that add value to our inclusive community. We are a proud Equal Opportunity Employer and we encourage applicants from diverse backgrounds to apply.
MISSION OF GIRL SCOUTING
Girl Scouting builds girls of courage, confidence and character, who make the world a better place. All employees are expected to fully support the work and mission of the organization.
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