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American Heritage Girls

Support Services Manager

American Heritage Girls
Springdale, Ohio, United States

Date Posted: 03/28/2014
Categories: Customer Service - Other
Job Type: Full-Time

Job Description:

The Support Services Manager is responsible for the retention and growth of membership in established Troops within American Heritage Girls, a Christ-centered scouting and character development organization for girls ages 5-18.  Leads and manages the Support Services Department, which includes 10+ direct reports.





POSITION TITLE:               National Support Services Manager


STATUS:                              Full Time, Exempt


LOCATION:                          National Headquarters in Cincinnati, Ohio


REPORTS TO:                    Chief Operating Officer


WORKS WITH:                    Executive Director, National Staff and Volunteers



General Responsibilities


Displays a Christ-like servant leadership spirit while working with the AHG staff, Volunteers and general public. Leads and manages the Support Services Department, which includes 10+ direct reports. Oversees the continuous improvement of the Support Service processes and the development of the team with the goal to achieve best practices and optimal results. Responsible for the retention and growth of membership in established Troops within American Heritage Girls. Coaches the Support Services Coordinators to build strong relationships with the local Troop through the Troop Coordinator and Charter Representative.  Responsible for implementation of AHG’s strategic Area Team Model based on high-commitment volunteer Area Leaders throughout the USA.

Specific Duties include, but are not limited to:

I.      Support Troop Success

  1. Provides management and leadership for the Support Services Department staff and workflow.
  2. Plans, directs, and controls the strategic and daily functions of Support Services staff and workflow. 
  3. Develops and implements the department plan of work through timely delegation and follow through with Support Services staff.
  4. Works collaboratively with other departments. 
  5. Develops and maintains department and inter-department processes and procedures; leads cross-functional process mapping.
  6. Responsible for assigning specific projects to department staff according to AHG’s Strategic Plan.
  7. Leads monthly department meetings for completion of plan of work, communication and project development.
  8. Conducts regularly scheduled 1:1 meetings with each staff member to provide coaching and to ensure accountability for results.
  9. Provides leadership through the Area Development Coordinator for the implementation of the Area Team Model, AHG’s strategy to develop teams of high commitment local volunteer leaders to lead the Troops in designated Areas throughout the USA.
  10. Develops and manages the department annual budget, working closely with the Finance Manager.
  11. Participates in monthly manager meetings and committees as needed.
  12. Uses reports and other tools to assist with managing the department and providing reports to the Executive Director, COO and National Board as needed.
  13. Responsible for evaluating the AHG program using approved metrics and evaluation tools. Creates End of Year (EOY) Reports.  Analyzes EOY findings and provides conclusions and recommendations to the Executive Director, COO and management team.
  14. Recruits, selects and trains employees and Volunteers to deliver the various tasks of the Support Services Department.
  15. Provides frequent behavioral and results feedback to employees and department Volunteers.  Also conducts 90-day performance reviews to new employees and annual performance reviews to all Support Services team members.
  16. Performs all other duties, projects and assignments as requested.
  17. Oversees the development and implementation of volunteer training, podcasts, and conferences.

II.    Qualifications

  1. Agreement with AHG Statement of Faith with personal commitment to live out AHG’s oath and creed in all dimensions of life.
  2. Track record of delivering excellent results through others.  Five years of management experience preferred.
  3. Experienced coach and mentor.
  4. A self-starter with a strong bias for action.
  5. Applies Biblical wisdom to decision making and problem solving.
  6. Excellent written and verbal communication skills including public speaking experience.
  7. A visionary with the ability to motivate and inspire others.
  8. Highly organized, team-minded, and ability to multi-task balanced with strategic, big-picture, critical thinking skills.
  9. Knowledge of the AHG Program and volunteers a plus.
  10. Passion for serving God through the AHG Ministry.
  11. Skill in using Microsoft Outlook, Word, PowerPoint and Excel.
  12. Four-year college degree.
  13. Professional demeanor in dress, attitude, and behavior.
  14. Ability to occasionally lift up to 25 lbs.
  15. Ability to walk long distances and stand for long periods of time. 
  16. Knowledge of scouting, the AHG Program and AHG's Volunteers a plus.
  17. Passion for serving God through the AHG Ministry.