What are the responsibilities and job description for the Volunteer Experience Manager position at Girl Scouts of Greater Iowa?
Volunteer Experience Manager
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Department: Volunteer Experience
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Classification: Exempt
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Reports to: Director of Volunteer Experience
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Mission: Girl Scouting builds girls of courage, confidence, and character who make the world a better place.
Purpose: The Volunteer Experience Manager will showcase a daily priority on servant leadership and diversity, equity and inclusion. In this role, you’ll be at the heart of building strong, supportive relationships with Girl Scout volunteers in your region. You’ll collaborate closely with troop leaders and others in volunteer leadership, providing proactive communication, guidance, and problem-solving to help them thrive.
As a key member of the Volunteer Experience team, your work is essential to the success of the Girl Scout mission. You’ll have a deep understanding of the Girl Scout troop model and how leaders can best support their members and provide thoughtful, informed guidance to volunteers, helping them navigate challenges and ensure smooth, meaningful troop experiences.
Your role also involves equipping volunteers with the training, resources, and support they need to excel, always aligned with department and council initiatives. In addition to working closely with the Volunteer Experience team, you’ll collaborate with the regional membership team and other departments, ensuring that GSGI achieves our goals and continues to grow a thriving volunteer community.
This position offers you the opportunity to build lasting, impactful relationships while supporting volunteers who are passionate about the Girl Scout mission.
A day in the life… (Essential functions of a Volunteer Experience Manager)
- Cultivate strong relationships with Girl Scout volunteers in your region, working closely with regional team members to assess needs and tailor support strategies for each area.
- Engage regularly with new and returning troop leaders, introducing them to Girl Scout tools and resources, and offering ongoing guidance to ensure they feel supported and equipped to create a positive experience for their troops.
- Proactively reach out to volunteers based on seasonal projects, ensuring clear and timely communication about upcoming initiatives and opportunities to get involved.
- Be the first point of contact for troop leaders, volunteers, and parents, responding to inquiries with thoughtful, prompt solutions, and resolving issues through research and careful decision-making.
- Provide excellent customer service, responding to all inquiries in a timely, respectful manner to ensure a positive and helpful experience for all members.
- Support volunteers through conflict resolution and problem-solving, addressing challenges quickly and with a focus on finding solutions that empower volunteers and strengthen their connection to the Girl Scout community.
- Track and manage volunteer inquiries and solutions using case management tools, ensuring all data is entered accurately and that follow-ups are completed in a timely manner.
- Lead membership retention efforts withing a territory by analyzing trends and collaborating with the team to refine strategies aimed at fostering long-term engagement and growth.
- Plan in-person and virtual visits to connect with volunteers and communities within your territory, supporting local events and gaining a deeper understanding of volunteer needs and successes.
- Contribute to volunteer meetings, actively participating and supporting team initiatives, while building a strong sense of community and shared purpose among volunteers.
- Provide support for the Girl Scout Cookie & Fall Product Programs, helping volunteers navigate the processes and offering troubleshooting assistance as needed.
- Be part of the Call Support Team, answering incoming calls and addressing inquiries related to Tier 1 and Tier 2 issues, offering solutions and guidance as part of a collaborative effort.
- Collaborate with the office team to provide support at retail shops or office locations as needed, ensuring a smooth, welcoming experience for members and volunteers alike.
- Stay informed: regularly update your knowledge of Girl Scouts of Greater Iowa (GSGI) and GSUSA policies, resources, and programming to ensure you are always prepared to share the latest information with volunteers.
- Work with the Volunteer Experience team to help develop and implement retention strategies, ensuring that council goals are met and that volunteers feel valued and engaged throughout the year.
- Collaborate across departments to support council-wide retention goals, ensuring all aspects of the Girl Scout experience contribute to volunteer satisfaction and success.
- Manage your annual budget and resources thoughtfully, ensuring that allocated funds and materials are used in ways that maximize impact and support for volunteers.
- Collaborate with your regional support team to create a positive and engaging experience for girls and volunteers, using data and community insights to continuously refine strategies.
- Communicate the Girl Scout Leadership Experience philosophy clearly to volunteers, ensuring they understand the organization’s mission, policies, and procedures.
- Embrace flexibility and teamwork, performing other duties as needed to support the broader goals of the organization and meet the needs of volunteers and girls.
- Support council goals in membership and customer support as well as supporting overall council strategies, initiatives, and events
- Perform other duties as assigned.
The fine print… (Qualifications)
- Degree and/or equivalent experience is a must: Bachelor’s degree in business/account management, sales, communications, human development or other related field with 1 year of related experience, OR an equivalent combination of experience and education.
- Previous experience working in a non-profit environment and/or with volunteers preferred.
- Problem-solving skills and ability to respond to concerns/issues via email, phone or in person.
- You will be on the phone up to 25% of your day and you must be able to communicate clearly and professionally on the phone.
- Strong phone, writing, and in-person communication skills.
- Strong organization and time management skills with attention to detail.
- Strong computer skills including MS Office products.
- Ability to adapt to changes in circumstances, direction and strategy.
Additional Eligibility Qualifications and Requirements
- Must uphold and support Girl Scouts of Greater Iowa’s commitment to diversity, equity, and inclusion as outlined in our Employee Handbook.
- Must maintain annual or lifetime membership in Girl Scouts at all times.
- Must possess a valid driver’s license and liability insurance.
- Successful completion of a criminal background check.
- Flexibility is key. We’ll need you to work weekends and evenings as needed.
Your Surroundings
- Generally, climate-controlled office conditions.
- Up to 25% travel within the council, as well as out of state to relevant conferences.
