Girl Scouts of the USA

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Senior Manager, Volunteerism and Service Delivery

Senior Manager, Volunteerism and Service Delivery

Job ID 
# of Openings 
Job Locations 
US-NY-New York - National Office
Posted Date 

More information about this job

About Us

The Senior Volunteerism and Service Delivery Manager is 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 program delivery. In this role, you will partner 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.

The Manager will represent the interests of our customers and volunteer partners on cross-functional teams. This individual will have two main areas of focus and staff management:


Drive innovation and strategy for the Volunteer Toolkit (VTK platform):

  • The VTK platform was developed by Girl Scouts of the USA in 2014, as part of a suite of support and training tools we provide for volunteers.
  • The VTK provides consistent and easily accessible online resources and tools to volunteers on key responsibilities like: our steps for running an effective troop meeting, how to plan a year of meetings, and how to deliver a badge or a Journey experience.
  • The Senior Manager will ensure new components and enhancements to the VTK are built and supervise the role/function for user testing research to collect/inform enhancements and optimal user experience.

Serve as a support and expert to local councils on volunteerism and VTK.

  • The Senior Manager will help determine and scale effective practice to increase volunteer recruitment and engagement, which will ultimately improve our ability to meet our mission outcomes and increase customer satisfaction.




You Will

Volunteer Toolkit

  • Create and lead a business strategy and innovation for the VTK that drives utilization and increases volunteer support
  • Serve as business lead on the Volunteer Toolkit and partner with staff to ensure new development projects are prioritized according to customer needs and business requirements
  • Support grants and investments in VTK, including requirements and reporting
  • Provide leadership and support to councils relative to questions and inquiries and facilitate peer to peer sharing via Salesforce Chatter groups


Volunteerism and Service Delivery

  • Inform on volunteer engagement strategy that includes, but is not limited to the Volunteer Toolkit.
  • Collaborate on projects including volunteer learning, training, and retention
  • Contribute to volunteer engagement analysis to inform on tactics for new and returning volunteers


People Management

  • Motivate, lead, and manage the UX/Customer Experience position to provide quality support around research and user testing of digital products.
  • Engage, develop, and hold UX/Customer Experience position accountable to work efficiently and effectively to achieve individual and team goals.
  • Invest in the UX/Customer Experience positions’ professional development through regular check-ins, action plans, coaching, and growth opportunities.


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.

You Need


  • 5-10 years’ experience; (Girl Scout council experience a plus) in volunteerism and/or working for a membership or youth service organization and experience with a digital tool
  • 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. 
  • 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 in a consulting role: establishing, building and maintaining partnerships and relationship
  • 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.
  • Experience in leading a team to achieve personal and organizational goals
  • Valid driver’s license to drive to various geographic locations.
  • Demonstrated proficiency in MS Office suite - including Outlook, Word, and PowerPoint.
  • In NYC, travel can range from 15-25%; Outside of NYC, travel can be up to 30%.




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, 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.