Director of Program Operations and Impact

Girl Scouts of Black Diamond Council•Charleston, WV

1d•$60,000 - $62,500

About The Position

The Director of Program Operations and Impact provides leadership for the operational execution, quality, measurement, and continuous improvement of Girl Scouts of Black Diamond Council's program portfolio. Working closely with the Chief Strategy Officer and program managers, this position translates council strategy and priorities into effective systems, processes, standards, and measures that enable girls and volunteers to experience high-quality, accessible, and impactful Girl Scout programming and retail services.

Requirements

Commitment to the Girl Scout mission, values, Promise, and Law.
Demonstrated ability to think strategically, connect organizational functions to strategic priorities, and translate strategy into measurable action.
Strong communication, interpersonal, presentation, and relationship-building skills.
Commitment to inclusiveness, collaboration, innovation, and continuous improvement.
Proficiency with Microsoft Office and other technology platforms.
Flexible schedule, including occasional evenings and weekends, as required.
Ability to travel throughout the Council's jurisdiction and attend local, regional, and national meetings as required.
Bachelor's degree or equivalent combination of education and relevant experience.
Minimum of three years of supervisory, leadership or management skills of people.
Experience leading programs, projects, or operational systems involving multiple stakeholders.
Demonstrated ability to develop and implement processes, systems, and performance measures.
Operational management and oversight
Fiscal acumen

Nice To Haves

Marketing and communications
Event Management
Retail
Customer Service
E-commerce
Inventory Management
Point of Sale Systems

Responsibilities

Translate strategic priorities into practical annual program plans and scalable operating models.
Lead the operational framework for the Council's program portfolio, ensuring programs are thoughtfully planned, communicated, prepared, delivered, evaluated, and improved.
Establish clear processes, workflows, standards, calendars, and expectations that help program teams move efficiently from concept to delivery.
Coordinate the overall program calendar and identify potential capacity, staffing, facility, supply, scheduling, or resource conflicts.
Identify barriers and develop solutions that improve efficiency, accessibility, and the participant experience.
Provide strategic and operational oversight of the Council's retail function, including inventory, purchasing, pricing, fulfillment, online sales, and customer service.
Oversee retail systems, processes, and performance measures.
Use data and customer insight to strengthen the retail experience and support participation and revenue goals.
Develop meaningful measures aligned with Council goals and priorities.
Establish consistent methods for collecting, analyzing, and reporting participation, quality, outcomes, and impact data.
Monitor program KPIs and communicating insights to the Chief Strategy Officer and leadership team.
Use data, participant feedback, and volunteer feedback to identify trends and opportunities.
Establish quality standards and lead improvement initiatives that strengthen the Girl Scout experience.
Help the Council demonstrate the value and impact of its programs to girls, families, volunteers, funders, partners, and the Board.
Identify operational barriers and develop accessible participation models.
Support individually registered girl pathways, volunteer-led programming, community-based experiences, and partnership opportunities.
Develop and strengthen partnerships with community organizations, educators, businesses, outdoor providers, and other organizations.
Establish practical processes for evaluating, onboarding, coordinating.
Support program and retail budgeting, pricing, cost analysis, and financial sustainability.
Help leverage volunteers, facilities, vendors, partnerships, and other resources to expand program access and impact.
Partner with philanthropy and program teams to ensure grant-funded programs have appropriate plans, measures, documentation, and reporting.
Provide program data, outcomes, and supporting information for grant proposals, reports, and funder communications.
Provide leadership, coaching, direction, and accountability to program staff.
Develop staff capabilities in program planning, project management, customer experience, data use, and continuous improvement.
Partner closely with Membership, Marketing & Communications, Philanthropy, Finance, Operations, Retail, Technology, and other Council teams.
Ensure program operations align with Council safety, risk management, youth protection, policies, and procedures.
Identify operational risks, develop mitigation strategies, and appropriately escalate significant concerns.
Provide program expertise, timelines, audience insights, and content to support effective marketing and enrollment.