PRODUCT PROGRAM MANAGER in Buffalo

Energy Jobline ZR; Buffalo (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Girl Scouts of Western New York is seeking a Product Program Manager to guide volunteers, parents and girls in delivering the cookie and other council product programs. You will work with the Retail team to provide exceptional customer care and build a customer-centric environment.

The role emphasizes training volunteers in program software, managing materials and data, planning events, and maintaining policies and program materials to support council initiatives.

Qualifications

• High school diploma or equivalent required.
• Prior customer service or call center experience preferred.
• Prior sales, marketing, product program, inventory or warehouse experience desired.
• Ability to learn, understand and apply the case management system.

Responsibilities

• Volunteer support, training and engagement for product program volunteers.
• Product operations, inventory, and cupboard management for cookies and materials.
• Program planning, policy, compliance and risk management for product programs.
• Data, systems and reporting of orders, deliveries and participation.
• Events, marketing and communications to promote product programs.
• Customer care through open office hours and volunteer liaison work.
• Cross-functional support with Retail, Membership and Marketing teams.

Skills

Customer service

Volunteer training

Communication

MS Office

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Job DescriptionJob DescriptionPosition Title: Product Program Manager
Reports To: Director of Product Program
Department: Product Program Department
Status: Full-Time, Non-Exempt
Location: Buffalo - In Person

ABOUT GIRL SCOUTS:

Are you mission-driven, looking to work in a dynamic team environment, and influence the lives of girls? If so, take the time to check out Girl Scouts of Western New York.

Since 1912, Girl Scouts has empowered girls to develop their skills and the voice to become successful and productive . Girl Scouting builds girls of courage, confidence and character, who make the world a better place.

POSITION SUMMARY:

The Product Program Manager will provide support and direction for volunteers, parents and girls in successfully implementing the product sales programs, including the Girl Scout Cookie Program and other council product programs. They will also work in conjunction with the Retail team to provide an exceptional level of customer care for both internal and external customers, creating a customer-centric environment.

ESSENTIAL FUNCTIONS:

1. Volunteer Support, Training & Engagement

• Ensure volunteers have the tools needed to support their troops. Attend and assist at trainings to coordinate service unit materials.
• Provide leadership, training, coordination and ongoing support to product program volunteers.
• Proficient with training volunteers in both product program software (Smart Cookies, Digital Cookie and M2) and knowledgeable in the membership database.
• Support recruiting, screening and appointing product program volunteers, and help design volunteer team structures that support the product programs.
• Provide administrative and logistical support for product program trainings, including training materials, and product samples.
• Assist with resolving product program issues and volunteer conflicts.

2. Product Operations, Inventory & Cookie Cupboards

• Manage product materials and inventory; coordinate distribution to Service Units; oversee Buffalo’s Cookie Cupboards.
• Implement cupboard and warehouse procedures and training and monitor local inventory tracking.
• Advise the Product Program Team Director of product needs.
• Develop, update and distribute printed and digital product program materials each year.

3. Program Planning, Policy & Compliance

• Work with the Product Program Team Director to ensure program deadlines are met.
• Help establish goals, objectives and plans, and implement the council’s short- and long-term product program strategy and annual tactical plan.
• Develop strategies and best practices to effectively execute the Cookie and other product programs.
• Develop and administer policies and procedures related to the product program and ensure compliance with council policies and risk management standards.
• Promote the Girl Scout culture of philanthropy, including Cookie Share, by cultivating relationships with donors and community partners.

4. Data, Systems & Reporting

• Maintain product program and membership data in the software and databases and monitor software input accuracy.
• Prepare and analyze product program data and reports (e.g., orders, deliveries, earned recognition, marketing and training participation) and share results with the Product Program Team Director.
• Support staff and volunteers with product program software questions.

5. Events, Marketing & Communications

• Support product program events, such as cookie booths, rallies, product drops, recognition and reward programs, regional and service unit meetings.
• Participate in council events, training and community engagement opportunities as needed.
• Support council-wide marketing and communications that promote the product programs and share product program information with the community.
• Communicate in a timely way with volunteers, troops, families, staff and community partners throughout the product program seasons.
• Monitor and respond to posts in product program social media groups.

6. Customer Care

• Hold open office/call hours during peak season.
• Answer and resolve inquiries by clarifying desired information; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved questions. Provide solutions from the Volunteer Systems through Case Management, following script.
• Serve as a liaison between product program staff, volunteer support staff, volunteers, families and other stakeholders.
• Enhance organizational reputation with knowledge of council programs, events and FAQ.

7. Cross-Functional Support & Retail

• Partner with Membership, Girl Experience, Marketing and other departments to integrate the leadership and entrepreneurial components of the product program and fulfill product program initiatives.
• Support the Retail Shop, recruitment and camp during peak season.
• Accurately operate the point-of-sale computer system, including opening, individual transactions and closing. Complete the daily close-out and monthly reporting. Process incoming mail when needed.
• Represent GSWNY in a positive and professional manner as an ambassador of the Girl Scout mission and model the Girl Scout Promise and Law and the principles of inclusiveness.
• Flexibility of schedule and willingness to travel to accommodate product program, retail and service unit support.
• Support the Council’s strategic goals, mission, and ongoing commitment to , equity, , and belonging as an active and engaged member of the GSWNY staff team and community.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Other duties may be assigned as needed. GSWNY maintains the right to add, change or alter the functions of this position at any time.

EXPERIENCE & QUALIFICATIONS:

• Girl Scouts is proud to serve a diverse community of girls and volunteers. Bilingual skills or proficiency in one or more non-English is always appreciated, though not required.
• High school diploma or equivalent required; Prior customer service or call center experience ; Prior sales, marketing, product program, inventory or warehouse experience ; previous Girl Scout product program experience desired;
• Demonstrated ability to operate a point-of-sale computer, handle monies, and keep accurate records;
• Ability to learn, understand and apply the case management system.
• Valid Drivers License

ADDITIONAL REQUIREMENTS:

• Core competencies: critical thinker, financial acumen, customer centric, business-first mindset, leadership and stewardship, learning and innovation, relational intelligence, and communicator;
• Excellent listening, oral and written communication skills, with the ability to ask probing questions, understand concerns, overcome objections and communicate clearly;
• Strong time management skills with ability to work independently under minimal supervision, take initiative in making decisions, and effectively prioritize duties and tasks in order to successfully meet and manage multiple deadlines;
• Ability to train and present to groups of adult volunteers, in person and virtually;
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, etc.) and computer literacy, with ability to produce reports and evaluations of the various programs;

HOURS & TRAVEL:

• Nights and Saturdays as needed; extended hours during peak product program season (overtime provided)
• Travel within council jurisdiction to various properties as needed (approximately 30% travel), with occasional overnights if required.

GIRL SCOUT MEMBERSHIP:

All Employees of Girl Scouts must maintain an active, annual membership in Girl Scouts of Western New York. This membership must be renewed annually, and all newly hired employees are expected to enroll with GSWNY within the first 30 days of their employment.

EQUAL OPPORTUNITY EMPLOYMENT:

Girl Scouts of Western New York celebrates in all forms and is committed to creating an inclusive, collaborative and supportive environment for all. All employment decisions are based qualifications, merit, performance and the needs of the organization. As an equal opportunity employer, GSWNY does not discriminate on the basis of any qualified applicant’s , creed, , , ancestry, physical , mental , medical condition, genetic information, marital status, , , , expression, , , military or veteran status or any other groups or persons protected by federal, state or local law.