TITLE: Specialist, Volunteer Experience

REPORTS TO: Manager, Volunteer Experience

Classification/FLSA Status: Full-time; Non-Exempt
LOCATION: Regional

The Specialist, Volunteer Experience is a key member of the Community Experience team responsible for cultivating, supporting, and evaluating a high-performing, mission-aligned volunteer corp. This role ensures exceptional volunteer experience through proactive customer service, structured onboarding, leadership development, recognition, and performance management. The Specialist, Volunteer Experience strengthens volunteer retention and engagement by providing responsive support, resolving conflicts, and implementing systems that promote accountability, compliance, and positive adult leadership experiences.

· Provide high-quality customer service and relationship management to direct and indirect volunteers, including troop leaders, service unit volunteers, facilitators, and episodic volunteers.

· Deliver structured onboarding, training, coaching, and ongoing support to ensure volunteers feel confident, prepared, and valued.

· Manage consistent touchpoints with volunteers through phone, email, virtual meetings, and in-person engagement.

· Facilitate and oversee the first- and second-year troop leader experience, ensuring smooth onboarding and leadership development.

· Oversee and facilitate the resolution of conflicts involving volunteers, girls, and families in accordance with council policies.

· Conduct annual volunteer evaluations to ensure council-approved and appointed volunteers align with council goals, policies, and procedures.

· Support volunteer accountability through coaching, documentation, and performance management processes.

· Assist in volunteer re-engagement strategies, assessing volunteer satisfaction, and identifying opportunities for continued involvement or role transitions.

· Implement and manage council-wide volunteer recognition and appreciation processes.

· Promote and educate volunteers about national and council recognition opportunities.

· Maintain accurate records of volunteer recognition histories.

· Coordinate facilitator and service unit participation in council-sponsored volunteer conferences, projects, and initiatives.

· Partner with all departments to ensure accurate maintenance of volunteer records within Salesforce, including background checks, appointment letters, training completion, performance documentation, and special assignments.

· Monitor compliance with council policies and required training.

· Utilize volunteer data to inform retention strategies and identify engagement trends.

· Attend service unit meetings, troop meetings, seminars, and trainings to strengthen relationships and remain informed about volunteer needs.

· Stay current on best practices and emerging trends in volunteer management and adult learning.

· Collaborate cross-functionally with Recruitment, Program, Communications, and Development teams to ensure cohesive volunteer engagement strategies.

Diversity, Equity, Inclusion & Access

· Actively participate in and champion environments that foster diversity, equity, inclusion, and access through words, actions, and leadership behaviors.

· Integrate equitable practices into recruitment strategies and community engagement initiatives.

Other Duties

· Perform additional responsibilities as assigned to support council operations and strategic priorities.

Education and Experience:

· Bachelor’s degree in nonprofit management, human services, education, communications, or related field preferred.

· 2–4 years of experience in volunteer management, customer service, nonprofit operations, or related fields.

· Strong conflict resolution, coaching, and interpersonal skills.

· Experience working with CRM systems (Salesforce preferred).

· Excellent organizational and communication skills.

· Commitment to inclusive leadership and positive youth development principles.

· Knowledge of, or willingness to learn, Girl Scout program principles and standards.

?

Required Skills/Abilities:

· Proficiency in MS Office, including Word, Excel, PowerPoint, and Outlook.

· Willingness to work on a flexible schedule, including evenings and weekends.

· Travel throughout council jurisdiction up to 20% of the time.

· Capability to provide your own transportation and maintain a valid operator's license.

Physical Requirements:

The physical demands described are representative of those that must be met by an employee to perform the essential functions of this job successfully. The employee must be able to withstand:

· Prolonged periods of sitting at a desk and working on a computer.

· Operate office equipment manually.

· Must be able to lift and/or move up to 25 pounds at times.

Core Competencies:

· Communicator

· Critical Thinker

· Leadership and Stewardship

· Customer Centric

· Learning and Innovation

· Business First Mindset

· Relational Intelligence

· Social Justice and Inclusion (DEI)

· Digital, Virtual, and Technical Proficiency

· Financial Acumen