Member Care Director (Office Manager)
Position Overview
The Member Care Director provides high-caliber, timely, and dependable service to all members of the National Capital Area Council, so that they remain members and refer others more readily to benefit from our services to youth and families. The Member Care Director leads the Member Care Team, an omnichannel resource for all members delivering basic and intermediate services to all customers in a clear and streamlined manner. This division will increase cross-functional capabilities, decrease gaps in response time, and allow for human resources to easily be shifted to meet regular and recurring needs of the organization, seasonal focus areas, and emergent changes.
The Member Care Director leads all areas of the team, including training, onboarding, continuing education, workflow, calendar, budget management, and goal completion (on time or ahead of schedule, superior quality of execution).
Responsibilities
The Member Care Director provides leadership to office operations from the Marriott Scout Services center and delivers omni-channel solutions proactively to address the evolving needs of members (external: volunteers, Scouts, the community, internal: staff members in a variety of capacities) in the National Capital Area Council by phone, email, virtual platforms, and in-person support (example: by appointment at the Marriott Scout Service Center) Key areas of support include some regular and recurring activities (daily, weekly) and others that follow an annual cadence (monthly, quarterly) and may include:
- MSSC Operations (Front Desk Services, Room Bookings, Buildings and Grounds, Office Management)
- General Inquiry and Questions about Scouting America and NCAC
- Member Renewal and Unit Renewal
- Training Records
- Advancement Records and Processing
- Certificates of Insurance
- Event Registration and Event Closeouts
- Records Management (First Aid Logs, Short Term NCAP authorization, etc.)
- Supplies: Office Inventory and Ordering/Procurement
- Meeting Support: Set-Up and Preparedness (Internal and External)
- Scouting and NCAC Systems Support and Training
- Scouting (volunteer training and records)
- Scoutbook+ (advancement self-service)
- BlackPug Event Management (registration for activities and camps)
- Mail (Incoming, Outgoing) and Receiving (Deliveries, Notification, etc.)
- Limited Retail Ops: Trading Post and Patch Sales, Inventory, Reconciliation
- Customer Satisfaction Surveying (Microsoft Forms, or equivalent)
- Strong communication and interpersonal skills
- Proficiency/mastery in all Microsoft platforms, Jira or a ticketing system, CRMs, and event management software.
- Ability to work independently and collaboratively
Education
- A Bachelor’s degree is required
Qualifications
- Minimum 5 years of experience in a fast-paced customer service/ customer experience environment.
- Ability to lead staff to complete a multitude of priorities across competing deadlines and benchmarks.
- Leadership ability to drive positive interactions with volunteers, change management, and quality control
Licenses
- A project management certificate (PMP or equivalent) is preferred, or the ability to acquire the credential
Benefits
All councils are equal opportunity employers and offer a competitive salary, based on the council’s geographic location. Professional Scouting offers benefits to include major medical, prescription coverage, dental, vision, life insurance, long-term disability, accidental death, retirement plan, plus compensation for authorized and approved business-related expenses, including phone and mileage reimbursement. We also offer a generous vacation policy and holiday observances.
Salary or Salary Range: $65,000 – $68,000
Use Google Chrome or Firefox when applying. Please keep your manager and SE informed of your resume submission and interest in this position.
Refer to this link for BSA career information: https://www.scouting.org/careers/working-with-us
How to Apply: Please send your cover letter and resume to michelle.windsor@scouting.org
Use Google Chrome or Firefox when applying. Please keep your manager and SE informed of your resume submission and interest in this position.
Refer to this link for BSA career information: https://www.scouting.org/careers/working-with-us
