Range - 65,000-67,000 annuall
The Chief Mission Officer is positioned at the operational and mission center (heart) of the organization and has direct responsibility for leading mission-delivery departments and teams that include program across all levels of girl and adult members, product program and retail sales, membership development and support, and customer care and data management. The CMO is a leader capable in both high tech (data-driven decision making) and high touch (exceptional focus on customer service) management. The CMO is also responsible for: all financial and technical strategies for these specific operations; process flow across the customer relationship management system; real-time outcomes (data analytics) monitoring; and adapting staff roles, processes and programs nimbly to achieve Council customer service goals and deliver quality experiences to a growing membership.
About Girl Scouts
Girl Scouts is the preeminent leadership development organization for girls offering programs from coast to coast and across the globe. Girl Scouts offers every girl a chance to practice a lifetime of leadership, adventure, and success. Our girl-focused, girl-first experiences are built around four pillars – Outdoors, STEM (science, technology, engineering and mathematics), Life Skills and Entrepreneurship.
We serve more than 6,000 girl and adult members across the Silver Sage Council, which includes southern and central Idaho and three counties in eastern Oregon and northern Nevada. Our area is known for abundant outdoor recreation, affordable living, and thriving culture, arts and high-tech scenes.
Silver Sage Girl Scout Council is committed to providing a work environment of equal employment opportunity to all employees and applicants and creating a work environment in which all individuals are treated with respect and professionalism.
· Works in partnership with the CEO and as part of the Senior Leadership Team to shape and implement the council’s business strategies and three primary goals: 1) to grow membership, 2) ensure financial and operational sustainability, and 3) engage the community.
· Oversees plan of work, budget development and monitoring of mission-delivery departments (see below) to meet short- and long-term operational goals, for the council and each department.
· Builds and implements an operational plan across these departments that utilizes best practice methods and leverages and deploys resources in effective ways to accomplish council’s goals.
· Represents the council and Girl Scout mission/movement to both internal and external stakeholders for partnership building, advocacy, training, donor engagement, community relationship building, and other collaborations.
· In assigned departments, oversees employees’ development, recognition, performance appraisals, and improvement plans as needed, and equitable distribution of workload across teams to achieve optimal productivity.
· Assists in Council’s fund development efforts by collaborating with Fund Development on mission-related priorities, donor proposals, and administration of mission-related grant funds.
· Provides leadership, direction, mentoring/coaching, and support to the team leaders who manage the council’s core mission-delivery departments to ensure that any and every girl and adult member in the council’s region can benefit from the Girl Scout Leadership Experience.
o Membership and Program – includes member, volunteer, and service unit support, training, and delivery of the Girl Scout Leadership Experience program at all levels, as well as camps, STEM, Juliette, and other program pathways, including for underserved girls;
o Membership Development – includes recruitment and placement of girls and volunteers, utilizing GSUSA systems, methods and software, including Salesforce
o Product and Operational Services – includes fall product program, cookie program, customer care (phone system management) and data management
o Retail – includes brick and mortar store at headquarters, camp Trading Posts, and online e-commerce site
· Ensures professional and superior customer service is provided to all internal and external customers, members, volunteers, staff and community partners, through staff training, customer feedback methods, handling complaints and celebrating stakeholder success.
· Specifies and analyzes data to understand membership trends, demographics, and market data in order to retain and recruit girl and adult members. Shares weekly data reports with CEO, Leadership team and other staff as needed.
· Ensures the GSUSA Customer Engagement Initiative (CEI) and related software and methods (such as Sandler) are implemented with adequate staff training, across all mission-delivery areas.
· Takes responsibility for volunteer policies that are governed by Board approval. Ensures volunteer policies and procedures are implemented, and oversees plans that adequately recruit, place, train, supervise, support, evaluate and recognize volunteers.
· Oversees the development and delivery of innovative and alternative programs and pathways, and new volunteer opportunities. Balances between new and existing program delivery based on resource availability and return on investment.
· Manages member (and non-member) surveys including council-initiated ones and GSUSA Voice of the Customer and others; and provides recommendations on responding to data to continuously improve member support.
· Manages communications to Girl Scout regional volunteer leadership (Service Units).
· Travels as needed throughout Silver Sage Council, including overnight trips, to meet with team, members and partners.
· Adheres to Council and GSUSA policies, standards, procedures and Girl Scout Promise and Law.
· Supports and promotes the Council’s and GSUSA’s commitment to diversity, inclusion and pluralism.
This job description is not all-inclusive, and management may revise or reassign duties as needed to reach the goals of the Council.
· Bachelor’s degree or equivalent in related field; preferred graduate level degree with focus in business, operations management, or non-profit administration
- Knowledge of Girl Scouts business processes, programs and experiences for adult and girl members, highly preferred
· Minimum of five years experience supervising employed staff
· Minimum of two years experience in recruiting, training, and supervising volunteer staff
· Financial management experience in either not-for-profit or for-profit business with direct accountability for revenue and expense results
· Experience designing and directing complex work projects across multiple business units
Skills & Competencies
· Experience in utilizing a Customer Relationship Management System (CRM) such as Salesforce, preferred
· Ability to analyze data and information, and adapt work plans and strategies based on analyses
· Ability to lead and inspire teams of diverse individuals and departments to meet shared goals
· Experience in managing teams through a period of organizational change, including technology implementation, departmental restructure and/or other organizational change
· Deep understanding of motivating, mobilizing and supporting volunteers, as well as evaluating volunteer systems and policies to increase effectiveness
· Proven success in managing relationships with diverse constituent groups
· Ability to clearly communicate verbally and in writing, and use appropriate technology to do so
· Demonstrated reasoning and negotiation skills to identify and resolve conflict.
· Demonstrated ability to handle sensitive information and maintain confidentiality
· Ability to remain positive, adapt and even thrive when unexpected circumstances arise
· Ability to travel (~10%) and hold a driver’s license acceptable to Council’s insurance company
· Ability to work flexible hours as needed, including some evenings and weekends
· Ability to lift up to 30 pounds