Girl Scouts of the USA

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Customer Experience Activities Manager

Customer Experience Activities Manager

Job ID 
2017-1155
# of Openings 
1
Job Locations 
US-NY-New York - National Office
Posted Date 
10/31/2017
Category 
Operations
Type 
Full-Time

More information about this job

About Us

Customer Experience Activities Manager

 

The Customer Experience Activities Manager works as an integral member of the Girl Experience Team, to support the current Activities Solution in the field, and to deliver the GSUSA strategy for a new Activities Solution with rich functionality.   The result will be a well-designed technology platform that supports a consistent, best-in-class operating model and customer experience as part of the Council Engagement Initiative (CEI) for activities, events, day and resident camp registration for girls, parents and volunteers.  Taking an enterprise view as the Business Lead, (Subject Matter Expert) she/he will leverage the strategic decisions to vet vendors, prioritize business requirements, create user case stories, identify and escalate issues during the build and testing phases, identify untapped opportunities and potential risks and champion the new Activities Solution to key stakeholders and councils to drive customer satisfaction in the registration process.  Representing the interests of our customers ( girl, parent, volunteer), she/he partners with Girl Scout Council thought partners, GSUSA IT and the Activities Product Owner to build effective approaches and processes to the comprehensive online registration system.

 

What does the Customer Office deliver at GSUSA?

  • As the mission delivery arm of GSUSA and the Movement, the Customer Office continues to evolve how we define the customer experience, enrich our programming for today’s girl, enhance our volunteer support, and package our offerings for our 112 local councils.

You Will

  • Identify best process/people practices at councils and drive movement alignment in order to create a consistent experience for customers.
  • Support the councils who are using the current Activities products, and engage them in the adoption of the revised new product.
  • Support the new build integration with IT for clearly articulated functionality.
  • Provide leadership to guide council alignment and support to council working group to achieve alignment successes.
  • Provide business leadership for technology solutions and support to councils during all phases including Go To Market, relative to questions and inquiries and facilitate peer to peer sharing via Salesforce Chatter groups and other communication channels.
  • Represent Activities and provide thought leadership around the business strategy to integrate required Activities functionality with other technology platforms, if needed.
  • Manage communication (email, Chatter, meetings) and troubleshoot bugs as requested for councils currently using Activities Module and Personify/eBiz for event, activity and day and resident camp registration.
  • Transition business objectives to functionalities to working with IT for a technology solution.

You Need

  • 5+ years’ experience in working for a membership or youth service organization (Girl Scout council experience is plus).
  • Proven leadership and strategy experience on digital projects
  • Demonstrated expertise in the use of a Customer Relationship Management tool (i.e. Salesforce).
  • Demonstrated expertise in driving technology or digital platform implementations from a business perspective and then analyzing data to measure results
  • Demonstrated project management skills to develop strategic plans and drive them to execution,
  • Demonstrated written/verbal communication, interpersonal and facilitation skills.
  • Experience in using technology effectively in large membership organizations, with a solid understanding of utilizing it to engage “affiliate” resources.
  • Demonstrated experience utilizing Microsoft Office Suite, particularly word, outlook, PowerPoint & Excel.
  • Valid driver’s license to drive to various geographic locations.
  • Bachelor’s degree in organizational development, business administration or related fields, or equivalent relevant experience. Master’s degree desirable.
  • Ability to work in the NYC GSUSA office. 

 

More about Girl Scouts of the USA:

 

Take the Lead Like a G.I.R.L!

 

When she's a Girl Scout, she’s also a G.I.R.L. (Go-getter, Innovator, Risk-taker, Leader)™.

We're 2.6 million strong—1.8 million girls and 800,000 adults who believe in the power of every G.I.R.L.

 

When you think Girl Scouts, you might think cookies, but there’s so much more to it!

Girl Scouts are big thinkers, groundbreakers, and role models. Every day, Girl Scouts unleash the power of G.I.R.L. to make amazing things happen.

 

  • We’re the preeminent leadership development organization for girls.
  • Girl Scouts offers every girl a chance to practice a lifetime of leadership, adventure, and success.
  • Girl Scouts has always emphasized the importance of being civically engaged.
  • We’re introducing Girl Scouts of every age to science, technology, engineering, and math (STEM) to help them see how they can actually improve the world!
  • Girl Scouts offers to high school girls the Girl Scout Gold Award which represents the most prestigious award in the world for girls—and the most difficult to earn—and it’s only available to Girl Scouts.  

Girl Scouts of the USA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.