Director of Program Operations and Impact

Bdgsc; Charleston, Northern (WV, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible schedules

Comprehensive benefits

Free parking

Generous leave

Job summary

Girl Scouts of Black Diamond Council seeks a Director of Program Operations and Impact to lead the operational execution, measurement, and continuous improvement of our program portfolio and retail services.

Working with the Chief Strategy Officer and program managers, you will translate council priorities into scalable systems, ensure high-quality experiences for girls and volunteers, and drive data-informed decision making across the organization.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 3+ years of supervisory or leadership experience managing people.
• Experience leading programs, projects, or operational systems with multiple stakeholders.
• Ability to translate strategy into measurable action and establish processes.

Responsibilities

• Lead program operations and strategy to translate priorities into practical annual plans.
• Oversee the operational framework for the program portfolio including calendars, workflows and standards.
• Coordinate capacity, staffing, facility, and resource planning for programs and retail.
• Develop data-driven measures and reporting for participation, quality, outcomes, and impact.
• Partner across departments to ensure fiscal sustainability and grant-funded programs.

Skills

Leadership

Communication

Strategic thinking

Project management

Coaching

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Description

WHO WE ARE: We are the preeminent leadership development organization for girls. Girl Scouts offers girls a chance to practice a lifetime of leadership, adventure and success. With support from dedicated adult volunteers, parents and staff, we deliver the best Girl Scout experience to 10,500 members: 7,500 girls and 3,000 adults in 61 counties within West Virginia, Ohio, Maryland and Virginia.

WHY YOU WANT TO WORK HERE:

• At Girl Scouts of Black Diamond, we have a clear vision: to be a place where a diverse mix of talented people want to come, to stay and do their best work. We are dedicated to promoting diversity, multiculturalism and inclusion among our staff and membership.

• Flexible schedules available.
• Comprehensive benefits package including Medical, Dental, Vision and Life insurance; 401K; flexible spending account; optional supplemental insurance.
• Free parking.
• Generous leave—3 weeks paid vacation to start, 12 sick days annually, 12 paid holidays annually PLUS the week between Christmas and New Year’s.
• We are a dynamic, diverse, fun team of professionals who love providing a meaningful and impactful experience for girls and volunteers in our jurisdiction.

Position Purpose

The Director of Program Operations and Impact provides leadership for the operational execution, quality, measurement, and continuous improvement of Girl Scouts of Black Diamond Council's program portfolio. Working closely with the Chief Strategy Officer and program managers, this position translates council strategy and priorities into effective systems, processes, standards, and measures that enable girls and volunteers to experience high-quality, accessible, and impactful Girl Scout programming and retail services.

Major Responsibilities

• Program Operations and Strategy: Translate strategic priorities into practical annual program plans and scalable operating models.
• Lead the operational framework for the Council's program portfolio, ensuring programs are thoughtfully planned, communicated, prepared, delivered, evaluated, and improved.
• Establish clear processes, workflows, standards, calendars, and expectations that help program teams move efficiently from concept to delivery.
• Coordinate the overall program calendar and identify potential capacity, staffing, facility, supply, scheduling, or resource conflicts.
• Identify barriers and develop solutions that improve efficiency, accessibility, and the participant experience.
• Retail Operations: Provide strategic and operational oversight of the Council's retail function, including: Inventory, purchasing, pricing, fulfillment, online sales, and customer service.
• Retail systems, processes, and performance measures.
• Using data and customer insight to strengthen the retail experience and support participation and revenue goals.
• Program Impact, Data & Continuous Improvement: Build a culture of intentional design, measurement, learning, and improvement by: Developing meaningful measures aligned with Council goals and priorities.
• Establishing consistent methods for collecting, analyzing, and reporting participation, quality, outcomes, and impact data.
• Monitoring program KPIs and communicating insights to the Chief Strategy Officer and leadership team.
• Using data, participant feedback, and volunteer feedback to identify trends and opportunities.
• Establishing quality standards and leading improvement initiatives that strengthen the Girl Scout experience.
• Helping the Council demonstrate the value and impact of its programs to girls, families, volunteers, funders, partners, and the Board.

Access, Participation & Partnerships

• Help the Council reach more girls and reduce barriers to participation by: Identifying operational barriers and developing accessible participation models.
• Supporting individually registered girl pathways, volunteer-led programming, community-based experiences, and partnership opportunities.
• Developing and strengthening partnerships with community organizations, educators, businesses, outdoor providers, and other organizations.
• Establishing practical processes for evaluating, onboarding, coordinating.

Grants, Resources & Financial Sustainability

• Partner across the organization to ensure programs are sustainable and well-supported by: Supporting program and retail budgeting, pricing, cost analysis, and financial sustainability.
• Helping leverage volunteers, facilities, vendors, partnerships, and other resources to expand program access and impact.
• Partnering with philanthropy and program teams to ensure grant-funded programs have appropriate plans, measures, documentation, and reporting.
• Providing program data, outcomes, and supporting information for grant proposals, reports, and funder communications.

Leadership, Risk & Collaboration

• Lead with accountability while bringing people together around shared outcomes.
• Provide leadership, coaching, direction, and accountability to program staff.
• Develop staff capabilities in program planning, project management, customer experience, data use, and continuous improvement.
• Partner closely with Membership, Marketing & Communications, Philanthropy, Finance, Operations, Retail, Technology, and other Council teams.
• Ensure program operations align with Council safety, risk management, youth protection, policies, and procedures.
• Identify operational risks, develop mitigation strategies, and appropriately escalates significant concerns.
• Provide program expertise, timelines, audience insights, and content to support effective marketing and enrollment.

Requirements

Essential Requirements

• Commitment to the Girl Scout mission, values, Promise, and Law.
• Demonstrated ability to think strategically, connect organizational functions to strategic priorities, and translate strategy into measurable action.
• Strong communication, interpersonal, presentation, and relationship-building skills.
• Commitment to inclusiveness, collaboration, innovation, and continuous improvement.
• Proficiency with Microsoft Office and other technology platforms.
• Flexible schedule, including occasional evenings and weekends, as required.
• Ability to travel throughout the Council's jurisdiction and attend local, regional, and national meetings as required.

Minimum Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• Minimum of three years of supervisory, leadership or management skills of people.
• Experience leading programs, projects, or operational systems involving multiple stakeholders.
• Demonstrated ability to develop and implement processes, systems, and performance measures.
• Operational management and oversight
• Fiscal acumen

Preferred Experience

• Marketing and communications
• Event Management
• Retail
• Customer Service
• E-commerce
• Inventory Management
• Point of Sale Systems

Each employee has the responsibility for actively supporting and promoting the Council’s commitment to diversity and for developing Council resources through increased membership, strengthening community connections, serving girls and fund development.