PRODUCT PROGRAM MANAGER

Girl Scouts of Western New York Inc•Town of Cheektowaga, NY

just now•$42,000 - $48,000•Onsite

About The Position

The Product Program Manager will provide support and direction for volunteers, parents and girls in successfully implementing the product sales programs, including the Girl Scout Cookie Program and other council product programs. They will also work in conjunction with the Retail team to provide an exceptional level of customer care for both internal and external customers, creating a customer-centric environment.

Requirements

High school diploma or equivalent required
Demonstrated ability to operate a point-of-sale computer, handle monies, and keep accurate records
Ability to learn, understand and apply the case management system
Valid Drivers License
Core competencies: critical thinker, financial acumen, customer centric, business-first mindset, leadership and stewardship, learning and innovation, relational intelligence, and communicator
Excellent listening, oral and written communication skills, with the ability to ask probing questions, understand concerns, overcome objections and communicate clearly
Strong time management skills with ability to work independently under minimal supervision, take initiative in making decisions, and effectively prioritize duties and tasks in order to successfully meet and manage multiple deadlines
Ability to train and present to groups of adult volunteers, in person and virtually
Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, etc.) and computer literacy, with ability to produce reports and evaluations of the various programs
All Employees of Girl Scouts must maintain an active, annual membership in Girl Scouts of Western New York. This membership must be renewed annually, and all newly hired employees are expected to enroll with GSWNY within the first 30 days of their employment.

Nice To Haves

Bilingual language skills or proficiency in one or more non-English language is always appreciated, though not required.
Prior customer service or call center experience preferred
Prior sales, marketing, product program, inventory or warehouse experience preferred
previous Girl Scout product program experience desired

Responsibilities

Ensure volunteers have the tools needed to support their troops. Attend and assist at trainings to coordinate service unit materials.
Provide leadership, training, coordination and ongoing support to product program volunteers.
Proficient with training volunteers in both product program software (Smart Cookies, Digital Cookie and M2) and knowledgeable in the membership database.
Support recruiting, screening and appointing product program volunteers, and help design volunteer team structures that support the product programs.
Provide administrative and logistical support for product program trainings, including training materials, and product samples.
Assist with resolving product program issues and volunteer conflicts.
Manage product materials and inventory; coordinate distribution to Service Units; oversee Buffalo’s Cookie Cupboards.
Implement cupboard and warehouse procedures and training and monitor local inventory tracking.
Advise the Product Program Team Director of product needs.
Develop, update and distribute printed and digital product program materials each year.
Work with the Product Program Team Director to ensure program deadlines are met.
Help establish goals, objectives and plans, and implement the council’s short- and long-term product program strategy and annual tactical plan.
Develop strategies and best practices to effectively execute the Cookie and other product programs.
Develop and administer policies and procedures related to the product program and ensure compliance with council policies and risk management standards.
Promote the Girl Scout culture of philanthropy, including Cookie Share, by cultivating relationships with donors and community partners.
Maintain product program and membership data in the software and databases and monitor software input accuracy.
Prepare and analyze product program data and reports (e.g., orders, deliveries, earned recognition, marketing and training participation) and share results with the Product Program Team Director.
Support staff and volunteers with product program software questions.
Support product program events, such as cookie booths, rallies, product drops, recognition and reward programs, regional and service unit meetings.
Participate in council events, training and community engagement opportunities as needed.
Support council-wide marketing and communications that promote the product programs and share product program information with the community.
Communicate in a timely way with volunteers, troops, families, staff and community partners throughout the product program seasons.
Monitor and respond to posts in product program social media groups.
Hold open office/call hours during peak season.
Answer and resolve inquiries by clarifying desired information; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved questions. Provide solutions from the Volunteer Systems through Case Management, following script.
Serve as a liaison between product program staff, volunteer support staff, volunteers, families and other stakeholders.
Enhance organizational reputation with knowledge of council programs, events and FAQ.
Partner with Membership, Girl Experience, Marketing and other departments to integrate the leadership and entrepreneurial components of the product program and fulfill product program initiatives.
Support the Retail Shop, recruitment and camp during peak season.
Accurately operate the point-of-sale computer system, including opening, individual transactions and closing. Complete the daily close-out and monthly reporting. Process incoming mail when needed.
Represent GSWNY in a positive and professional manner as an ambassador of the Girl Scout mission and model the Girl Scout Promise and Law and the principles of inclusiveness.
Flexibility of schedule and willingness to travel to accommodate product program, retail and service unit support.
Support the Council’s strategic goals, mission, and ongoing commitment to diversity, equity, inclusion, and belonging as an active and engaged member of the GSWNY staff team and community.