Manager of Membership Volunteer Experience
About The Position
The Manager of Volunteer Experience is responsible for leading troop engagement, volunteer support, and training across the Staten Island borough, serving as the primary point of contact for volunteers. This role ensures consistent, high-quality support throughout the volunteer journey by strengthening engagement with Service Units, gathering volunteer feedback, and addressing ongoing needs for collaboration and support. The Manager drives adoption of digital tools such as the Volunteer Toolkit, Looker, gsLearn, and BAND to enhance volunteer effectiveness and communication. This role also oversees onboarding for new volunteers, manages virtual cohorts, and ensures leaders and youth are appropriately matched to opportunities.
Requirements
- Bachelor’s Degree or equivalent experience (5+ years preferred in volunteer management, nonprofit leadership, or related field)
- 3–5+ years of leadership or supervisory experience
- Strong experience with CRM/data systems (Salesforce, Looker preferred)
- Proven ability to lead cross-functional initiatives and manage competing priorities
- Excellent problem-solving, communication, and interpersonal skills
- Ability to analyze data and translate insights into action
- Experience working with diverse communities and applying equity lens
- Proficiency in Microsoft Office Suite and digital collaboration tools
- Ability to work flexible hours, including evenings and weekends as needed
- Hybrid role with in-field, virtual, and in-office responsibilities
Responsibilities
- Lead and manage Volunteer Experience Specialists across assigned borough(s), providing coaching, guidance, and oversight performance
- Develop and execute borough-specific and council-wide volunteer engagement and retention strategies aligned with organizational priorities
- Establish and monitor retention benchmarks and key performance indicators (KPIs), including renewals, troop health, and volunteer satisfaction
- Utilize data and insights (Salesforce, Looker, surveys, and field feedback) to identify trends, gaps, and opportunities to improve the volunteer experience
- Strengthen Service Unit structure, leadership pipelines, and meeting effectiveness to support sustainable volunteer leadership
- Ensure volunteers are equipped, trained, and supported to consistently deliver the Girl Scout Leadership Experience (GSLE)
- Oversee implementation of volunteer training programs, cohorts, onboarding, and ongoing engagement initiatives
- Monitor troop health metrics, including active membership, leadership coverage, and retention trends
- Align volunteer engagement strategies with recruitment, onboarding, and retention efforts across the council
- Synthesize volunteer feedback, surveys, and field insights to inform organizational decision-making and continuous improvement
- Collaborate with Marketing & Communications to ensure clear, consistent, and timely communication with volunteers
- Ensure data integrity and accurate case management within Salesforce and related systems
- Represent the council in citywide, regional, and national volunteer engagement initiatives and best practice forums
- Lead volunteer appreciation and recognition initiatives, including the design and execution of a council-wide Volunteer Recognition strategy, such as an annual Volunteer Appreciation Luncheon and other engagement events that celebrate, recognize, and retain volunteers
Benefits
- Comprehensive benefits including options for health, dental & vision coverage, Flexible Spending Account/FSA, commuter benefits, 403(b) retirement savings plan with employer match, and generous PTO.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
11-50 employees
