New Troop Experience Manager
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.
- 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.