Product Programs Experience Manager

Who We Are...

Girl Scouts Heart of New Jersey (GSHNJ) is one of four Girl Scout Councils supporting the New Jersey area. We service all of Hudson, Essex, Union, Somerset, Hunterdon, and portions of Middlesex and Warren counties. We operate offices in Newark, Westfield and North Branch, NJ; and maintain camp properties in Maplewood, Hillsborough, and Middleville, NJ.

The Mission...

Building girls of courage, confidence, and character who make the world a better place. Here at GSHNJ, we offer every girl a chance to do something amazing!

The Role...

We are looking for a talented individual to join our Product Programs team as Product Programs Experience Manager who is responsible for the volunteer and customer-facing aspects of GSHNJ’s product programs. This role leads training, communication, and engagement strategies to ensure a positive experience for volunteers, Girl Scouts, and families. The Manager works cross-functionally to lead customer engagement practices that ensure volunteers feel empowered and supported, stellar customer service standards are met, and the Girl Scout Leadership Experience is centered throughout the programs while driving participation, retention, and overall program satisfaction.

Here's What You Will Be Doing...

Volunteer Training & Support

• 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.

Program Resources & Collateral

• 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.

Customer Care & Systems

• 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.

Communication & Community Engagement

• 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.

Cookie Booth Strategy & Expansion

• 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.

Girl Scout Engagement

• 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.

Financial Accountability Support

• 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.

Organizational Responsibilities

• 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.