Girl Scouts of the USA

  • Senior Manager, Volunteer Digital Business Owner

    Job Locations US-NY-New York - National Office
    Posted Date 1 week ago(11/4/2018 12:30 PM)
    Job ID
    # of Openings
  • About Us

    The Senior Manager, Volunteer Digital Business Owner is a management-level position on the Volunteer and Service Delivery team, working to implement GSUSA strategy through the execution of actionable plans to drive volunteer satisfaction and improve program delivery. This roles partners with Girl Scout Councils, our local centers throughout the country to build an effective approaches and processes that maximize the number of volunteers that the organization engages and supports, in meaningful ways.

    The Senior Manager, Volunteer Digital Business Owner works closely in partnership with the Senior Manager, Volunteer Digital Products Owner.

    • The Senior Manager, Volunteer Digital Business Owner drives business strategy to inform digital volunteer experience and technical requirements
    • The Senior Manager, Volunteer Digital Products Owner drive decisions and development with vendors and IT.

    This Role Will Focus On

    • Driving innovation and strategy for volunteer platforms, ensuring they have robust functionality and serves as a key resource for our volunteers, as well as, accounting for go-to-market strategies and techniques to ensure successful product placement in the market; resulting in high adoption rates. Oversee the design, implementation and delivery of movement-wide enterprise-level services that supports 800,000+ adult volunteers:
      1. Volunteer Toolkit (VTK) - 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.
      2. Volunteer Online Learning Project (VOLP) – The VOLP provides a consistent movement-wide learning experience to ensure all volunteers are prepared to deliver an experience that is fun for girls and achieves our stated mission and outcomes.

    You Will

    • Serve as a support and expert to local councils on volunteerism and volunteer digital tools.
    • 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.
    • Build relationships with our customers, specifically the volunteer communities within the Movement, curate external and internal best-in-class content, functionality, strategies, and leverage existing and new platforms to enable us to build a sustainable volunteer digital infrastructure.
    • Continually assess customer feedback and make necessary improvements in both content and technology offerings.
    • Ensure effective KPI (Key Performance Indicators) measures are secured as well as implement relevant evaluation and satisfaction metrics.
    • 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.


    Volunteer Products

    • Responsible for creating and leading a business strategy and innovation for volunteer products that drives utilization and increases volunteer support
    • Serve as business lead on the volunteer platforms and partner with staff to ensure new development projects are prioritized according to customer needs and business requirements
    • Support grants and investments in volunteer digital tools, including requirements and reporting
    • Monitor volunteer platform adoption to identify and execute opportunities to increase council and volunteer engagement including efforts in marketing, training, and peer to peer sharing
    • Defines KPIs and collaborates on dashboards to provide GSUSA and council leadership with insights around VTK utilization
    • Train/educate appropriate stakeholders (customer service, marketing, etc.) on new products, services, and enhancements.


    People Management

    • Motivate, lead, and manage a team of business SME’s to provide quality support around business requirements for digital volunteer products.
    • Engage, develop, and hold team accountable to work efficiently and effectively to achieve individual and team goals.
    • Invest in the teams’ 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

    • 10+ years of experience in volunteerism and/or working for a membership or youth service organization (Girl Scout Council experience is plus).
    • Bachelor’s degree in business administration or related fields, or equivalent relevant experience. Masters or advanced degree/certification in public administration or non-profit management a plus.
    • 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
    • Demonstrated proficiency in MS Office suite - including Outlook, Word, and PowerPoint.




    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.


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