Girl Scouts of the USA

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Service Unit Support Manager

Service Unit Support Manager

Job ID 
2018-1183
# of Openings 
1
Job Locations 
US-NY-New York - National Office
Posted Date 
1/17/2018
Category 
Marketing/Communication
Type 
Full-Time

More information about this job

About Us

The Service Unit Support Manager works as an integral member of the Volunteerism and Service Delivery Team, working to implement GSUSA strategy through the execution of actionable plans to drive volunteer satisfaction and improve service delivery. This role partners with Girl Scout Councils, our local centers throughout the country, to build effective approaches and processes that maximize the number of volunteers that the organization engages and supports, in meaningful ways.

Administrative volunteers in our service units serve a critical operational function. It is the responsibility of the Service Unit Support Manager to define and provide role clarity, tools, and consistent communication to councils and administrative volunteers so they are equipped to serve troop leaders in delivering a consistent and high quality program experience to more girls.

                        Service Mark

 

This individual will have two main areas of focus:

1.) Responsible for creating and leading a strategy to ensure that our administrative volunteers are informed, supported, and engaged. The specialist will execute a plan to drive improvements in service unit support by creating and driving adoption of essential elements of support and updating key council resources. She/he will identify key service unit health metrics to drive tracking and action plans, as well as, drive tactical tools to optimize support for administrative volunteers that increase satisfaction and retention.

2.) Serve as a subject matter expert to local councils and internal teams on administrative volunteer support, tools, recognition and program delivery.  The specialist will help determine and scale effective practices to increase administrative volunteer recruitment and engagement, which will ultimately improve our ability to meet our mission outcomes and increase troop leader, parent, and girl satisfaction. 

 

You Will

Service Unit Support

  • Be responsible for creating and leading a strategy to ensure that administrative volunteers are informed, supported, and engaged
  • Lead the partnership between GSUSA and councils by elevating strategic and tactical practices for Service Unit Support
  • Determine opportunities and scope of pilots on volunteer support tactics and processes
  • Create a plan to drive improvements in service unit support by defining essential elements of support and updating key council resources
  • Develop peer networks, best practices, critical tools and resources for council teams – manage creation, implementation, adoption of service unit support tools and resources.
  • Develop and implement communication and learning strategy that many include convening councils, facilitating national webinars, and giving presentations
  • Conduct ongoing assessment, including metrics and KPIs, of service unit support and health across the movement to be aware of trends and issues.
  • Develop strategies and execute Service Unit Support opportunities that are customer-focused, meet identified needs, are measurable, and build capacity for councils.
  • Work cross-functionally with internal stakeholders, Girl Experience team members and other GSUSA teams to ensure consistent interpretation and understanding of the work of council teams.
  • Ensure Service Unit Support and volunteer perspective is represented across projects and departments as necessary.

 

Volunteerism and Service Delivery

  • Inform on volunteer engagement strategy that includes, but is not limited to Service Unit Support
  • Collaborate on projects including volunteer learning, training, and retention
  • Contribute to volunteer engagement analysis to inform on tactics for new and returning volunteers
  • Provide administrative volunteer support perspective on projects such as new program content and parent resources
  • Oversee administrative volunteer engagement and convening strategy

 

Cultivate Council Relationships

  • Develop and maintain positive working relationships with councils.
  • Ensure an understanding of their challenges in order to formulate solutions.
  • Surface "best practices" that can be integrated into nationwide models for replication and investment.
  • Cultivate council partners through inclusion as thought partners and event and project planning team members to deepen the relationship between GSUSA and councils.

You Need

 

  • 5-10 years’ experience in volunteerism and/or working for a membership or youth service organization (Girl Scout council experience is plus).
  • The preferred working location for this job is NYC.
  • Ability to rravel: In NYC, travel can range from 15-25% (such as quartely meeitings) + Outside of NYC, travel can total up to 30%)
  • including day trips, overnight and weekend trips, as needed.
  • Bachelor’s degree in organizational development, business administration or related fields, or equivalent relevant experience. Master’s degree desirable.
  • Proven experience working in an adult customer marketing field, understanding and addressing needs specific to various market segments.
  • Proven experience modelling a customer service mindset towards employees and customers, raising the bar in terms of what is expected in a customer-focused organization.
  • Builds and maintains relationships with GSUSA departments, councils, and related organizations to promote collaboration throughout the movement and advancement of goals.
  • Knows how to synthesize input from a range of key stakeholders
  • Creative problem-solver and consensus-builder who can deftly manage competing expectations and creatively uses resources to deliver
  • Excellent written and verbal communication skills, including communicating complex information with clarity to diverse audiences
  • Excellent group facilitation and interpersonal skills, including leadership, influencing and relationship-building across functions.
  • Demonstrated expertise in the use of a Customer Relationship Management tool (i.e. Salesforce).
  • Demonstrated project management skills to assist in developing strategic plans and driving them through to execution, incorporating the use of social media.
  • Demonstrated experience in managing multiple projects simultaneously with changing priorities and tight deadlines.
  • Demonstrated experience as a facilitator: establishing, building and maintaining partnerships and relationship with a group of people with common yet divergent perspectives
  • Experience in using technology effectively in large membership organizations, with a solid understanding of utilizing it to engage “affiliate” resources.

 

 

 

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)™.

 

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.

 

 

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.