Business Operations Manager - Cincinnati or Dayton

Girl Scouts of Western Ohio•Cincinnati, OH

49d•Hybrid

About The Position

Girl Scouts of Western Ohio is seeking a passionate and dynamic Business Operations Manager to join the GSWO Leadership Team. The Business Operations Manager will lead a newly created council-wide department that combines the existing customer care, retail and business support teams within the three council regions. The manager will provide direct team leadership for all department staff and is responsible for leading all department operations to ensure efficient and high-quality execution of administrative, customer service, and retail functions across the organization. This role will primarily focus on aligning operational activities with strategic goals, optimizing workflows, and fostering a collaborative, customer-focused environment that is positioned to best meet the needs of our external and internal customers. The ideal candidate is a proactive leader with strong organizational, communication, and problem-solving skills, and a deep commitment to advancing council priorities. Success in this role requires strong interpersonal and organizational skills, data reporting, effective communication, innovative thinking and customer orientation. Previously demonstrated experience in a management role responsible for daily department operations, logistics and people leadership is required. Travel throughout our Council region and between our four Girl Scout Centers (Cincinnati, Dayton, Lima, Toledo) is required to effectively support the needs of this dynamic team.

Requirements

Proven experience in operations management, team leadership and customer service.
Strong organizational and analytical skills with attention to detail.
Proficiency in CRM, POS systems and general Office software. Demonstrated experience with Salesforce or Point of Sale systems (Lightspeed) is a plus.
Demonstrated ability to meet and/or exceed established project outcomes and target metrics for department.
Commitment to representing the Girl Scout brand with professionalism, enthusiasm and integrity.
Ability to work in a team environment with commitment to contributing to the organizational goals.

Responsibilities

Team Leadership & Oversight:
Supervise, train, and support Business Operations Specialists across multiple locations.
Ensure performance management processes are implemented with team members including goal setting, annual reviews, and ongoing coaching and support as outlined in our policies and practices.
Ensure consistent execution of administrative, retail, and customer service functions across all sites.
Coordinate staffing schedules and coverage to maintain operational continuity.
Strategic Operations Management:
Develop and implement process improvements to enhance efficiency and service quality.
Monitor and analyze operational metrics to identify trends and areas for improvement.
Collaborate with cross-functional teams to align business operations with organizational priorities.
Lead initiatives to improve branded content production, inventory management, and customer engagement.
Administrative & Brand Support:
Oversee the creation and quality control of branded materials, ensuring adherence to brand standards.
Manage digital asset libraries and ensure accessibility and organization of content.
Supervise the use and optimization of the web-to-print platform and fulfillment.
Retail Operations:
Ensure retail environments are welcoming, well-stocked, and aligned with Girl Scout programming.
Monitor point-of-sale operations, financial accuracy, and inventory controls.
Lead annual inventory audits and implement best practices in retail management.
Customer Service & Site Support:
Champion a culture of exceptional customer service across all touchpoints.
Ensure timely and accurate documentation of customer interactions in Salesforce.
Oversee front desk operations and ensure facilities are welcoming and accessible.
Serve as a liaison for escalated customer issues and complex inquiries.