New Troop Experience Manager

North Haven, CT

POSITION SUMMARY

The New Troop Experience Manager is responsible for oversight of the onboarding and ongoing support of the first two years for all new troop volunteers.  She/he is responsible for evaluating, developing, and updating the onboarding process for new co-leaders and working cooperatively with departmental staff responsible for recruitment and retention to meet the Council membership goals and objectives.

 

MAJOR ACCOUNTABILITIES

  • Trains, manages, and evaluates supporting staff.
  • Understands usage of all GSOFCT technology and platforms provided to support our members.
  • Creates, manages, and close cases within GSOFCT established guidelines.
  • Other duties as assigned.
  • Oversight of new co-leader onboarding experience focused on exceptional service and a nurturing environment in which a new co-leader thrives.
  • Oversight of placement of new girls and adult members into active troops utilizing Volunteer Systems Participation Catalog.
  • Development, implementation, and evaluation of internal processes to support the onboarding of new members to support the Council membership goals and objectives.
  • Works cooperatively and collaboratively with all GSOFCT staff to create a welcoming first year experience for new Girl Scout families.
  • Oversight for development and annual updating:
    • Welcome email series for new troop co-leaders.
    • Troop welcome packets and materials for new troops as needed.
    • Processes to track new co-leader training to ensure timely completion.
    • Management of volunteer mentor program – face to face and virtual.
    • Phone call protocols for new troop co-leaders to deliver sustained support and act on any consistent challenges new volunteers are facing.
    • New troop co-leader resources as needed.
    • Support new co-leaders at parent and 1st troop meetings.
    • New troop co-leader recognition opportunities are submitted annually.
  • Maintains contact with SUMs (or other SU volunteers) to provide information on new co-leaders’ on boarding progress.
  • Visit Service Unit meetings as outreach to build relationships with co-leaders and get insights to for Council to address any issues.
  • Schedule and host virtual co-leader events to support GSOFCT volunteers.
  • Embraces and enhances a culture that values diversity reflective of GSOFCT’s commitment to diversity and inclusion.
  • Works cooperatively to ensure customer satisfaction with internal and external customers.

 

EDUCATION AND/OR EXPERIENCE

  • Bachelor’s Degree in Business Development, Human Resources preferred or equivalent directly related work experience.
  • Minimum of three -five years previous customer service experience.
  • Demonstrated written and oral communication excellence. 
  • Strong organizational and interpersonal skills and the ability to work in a team environment. 
  • Demonstrated ability to work independently and handle multiple projects simultaneously.
  • Computer proficient and skilled in the use of MS Office.
  • Ability to work a flexible schedule including evenings and weekends and travel to locations throughout the state to interact with employees, vendors, volunteers and any other people or organizations critical to the Council’s success.
  • Demonstrate knowledge of, or willingness to learn, Girl Scout program, principles, and standards.