Product Programs Experience Manager

GIRL SCOUTS HEART OF NJ•Westfield, NJ

1d•$58,000 - $60,000•Hybrid

About The Position

Girl Scouts Heart of New Jersey (GSHNJ) is seeking a talented Product Programs Experience Manager to join their Product Programs team. This role is responsible for the volunteer and customer-facing aspects of GSHNJ’s product programs, focusing on leading training, communication, and engagement strategies to ensure a positive experience for volunteers, Girl Scouts, and families. The Manager will work cross-functionally to lead customer engagement practices that empower and support volunteers, maintain stellar customer service standards, and center the Girl Scout Leadership Experience throughout the programs, ultimately driving participation, retention, and overall program satisfaction.

Requirements

Bachelor’s degree or up to 5 years of prior relevant work experience required.
4–6+ years of experience in customer service, volunteer management, program management, training, or community engagement.
Demonstrated experience developing and delivering training or facilitation (in-person and/or virtual).
Experience managing high-volume customer inquiries or case management systems (e.g., Salesforce or similar CRM platforms).
Experience creating written materials, guides, or communications for diverse audiences.
Experience working with volunteers, community partners, or membership-based organizations strongly preferred.
Experience planning or supporting events, activations, or public-facing programs (e.g., booths, community outreach).
Skilled communicator who can simplify complex information.
Proactive and responsive with high attention to volunteer experience.
Strong written and oral communication skills, appropriate for corresponding with a diverse group of stakeholders including youth ages 5-17, adult volunteers, coworkers, vendors, and corporate and community partners.
Ability to manage multiple projects while handling conflicting priorities and deadlines; flexibility to re-prioritize as workload shifts in accordance with day-to-day tasks.
Strong customer-first mindset with the ability to deliver responsive, supportive, and solutions-oriented service to volunteers and families.
Ability to build trust and maintain positive relationships with volunteers, youth, and community partners to drive participation and retention.
Works effectively with internal teams and external partners to expand opportunities (e.g., booths, community partnerships).
Understands volunteer perspectives and responds with empathy, professionalism, and sound judgment—especially in challenging situations.
Ability to formulate short- and long-term personal and team goals, objectives, schedules, and priorities in line with GSHNJ’s overall strategic plan.
Flexibility to shift work hours as needed, including evenings and weekends.
Ability to lift and manipulate up to 30 pounds of Girl Scouting products, supplies, or materials.
A valid driver’s license is required if driving a council vehicle.
Reliable transportation, whether the employee’s own vehicle or public transportation, is necessary for travel between council properties and throughout the entire service area as needed.
Become a registered member of Girl Scouts and maintain membership for duration of employment.
The job will require on-site hours during Fall Product Program, Cookie Program and Cookie Cupboards.
During the off-seasons the job may be performed remotely.
Occasionally, Employee will need to attend meetings, trainings, or work events that may be held in any of our locations, others throughout council jurisdiction, or virtually.

Nice To Haves

Knowledge of Salesforce or other CRM platform.
Prior experience in a nonprofit, youth-serving organization, or seasonal program environment is a plus but not required.
Familiarity with digital engagement platforms (e.g., Rallyhood or similar community tools) preferred.
Prior volunteer management or program management experience a plus.

Responsibilities

Foster relationships with troop and service unit volunteers to steward and grow comfort and engagement with the product programs.
Lead development and delivery of council-specific product programs volunteer training and related resources in-person, virtually, and on-demand as appropriate.
Coordinate with program vendors to facilitate partner-led training and troubleshooting.
Ensure consistent, clear guidance and support for volunteers throughout the programs.
Work cross-functionally to develop and deliver bespoke training and resources for specific volunteer groups, such as first-time leaders, Service Unit volunteers, etc.
Work with vendors and MarComm Department to develop and maintain program guides, toolkits, and related program collateral.
Ensure all materials are clear, accurate, user-friendly, and aligned with program goals.
Become a system champion for Salesforce, Smart Cookie, Digital Cookie, M2, and other relevant software provided by product programs vendors.
Continually engage with GSUSA and product programs vendors to remain current and compliant on systems changes, programming, and opportunities relevant to members.
Cascade those changes to cross-functional staff as appropriate.
Work cross-functionally to enable Tier 1 Salesforce case workflows that ensure timely, accurate responses; train frontline staff to enable Tier 1 Salesforce case handling and use of product programs-related software.
Develop reference resources and internal processes to improve response quality and consistency.
Serve as point of escalation for product programs cases above Tier 1.
Work with Director to engage in troubleshooting, problem solving, service recovery, and conflict resolution to maintain a customer-centric environment.
Monitor case trends to identify training opportunities and resolve common issues.
Manage Rallyhood and other platforms, ensuring active, responsive, and supportive communication while facilitating peer networking amongst volunteers.
Serve as the voice of the program for volunteers—proactive updates, reminders, and guidance.
Foster a strong sense of community and connection among volunteers.
Engage any product program-specific volunteer committees to facilitate feedback and improve overall volunteer satisfaction.
Work cross-functionally with MarComm and Mission Alignment to maintain brand and Girl Scout Leadership Experience standards.
Lead innovative cookie booth program strategy, including identifying and resolving barriers to participation and expanding cookie booth opportunities.
Partner with service units, communities, and businesses to grow access and participation.
Support volunteers in cookie booth success through tools, guidance, and best practices.
Drive initiatives that increase participation, retention, and overall program experience while centering the Girl Scout Leadership Experience to align with the Girl Scout Mission.
Support product programs recognition and incentive strategies.
Partner with internal teams to align engagement efforts with broader council goals.
Enforce compliance with product programs-related policies, procedures, and standards.
Work cross-functionally to facilitate outstanding funds collection efforts through timely training, communication, and follow-up.
Partner with Finance and Operations to ensure clear messaging and resolution pathways.
Remain current on GSUSA’s and GSHNJ’s initiatives, and national and local trends affecting girls, and be able to correspond with team members and customers accordingly.
Attend GSUSA and product program vendor webinars, participate in Chatter groups, and utilize gsConnect.
Ensure Girl Scouting is open to all appropriate youth and adults by actively participating in the development of environments that foster diversity, equity, inclusion, and access through words, actions, and attitude.
Comply with GSHNJ’s Charter of Values, and use it as the basis for personal conduct, conflict resolution, and correspondence with customers and coworkers.
Perform other duties assigned.