Chief Operating Officer (Nonprofit)
Blue Ash, OH

The Chief Operating Officer (COO) reports to and serves as the right-hand to the CEO and as a member of the executive team. The COO provides strategy development and implementation across the Council and operational oversight for assigned key business areas and departments – Membership, Customer Care, Program, and Data & Evaluation. The COO is responsible for developing, implementing, and managing budgets and forecasts, operational metrics, and key performance indicators that both drive and streamline operations and increase efficiency and effectiveness of council-wide services. The COO’s highest priority is to establish the strategy and oversee the day-to-day operational functions of the organization, leveraging GSUSA and council resources that position the organization for sustainable operations and growth while identifying operational efficiencies. The COO is expected to build, motivate, and lead high performing teams who are member, volunteer and data focused and consistently deliver on the Girl Scout Leadership Experience as a passionate leader, aligned to the Girl Scouts mission and the girl experience. 

We intend for the COO to join us no later than early March 2025 in order to onboard and train with our current Chief Operating Officer. This transitional period will better enable the selected candidate to better learn GSWO operations and provide a smooth transition for the organization. 

ESSENTIAL FUNCTIONS

• Provide leadership, direction, mentoring/coaching, and support to the leaders who manage the organization’s core mission delivery departments.
• Provide guidance in the development of departmental goals, objectives, principles, standard operating procedures, and performance expectations that are consistent with overall organizational strategies, goals, annual operating plans, and Girl Scout movement priorities.
• Review weekly and monthly dashboards of operating and financial results with department leaders and teams to identify and resolve variances that may require changes to operations, staffing, business processes or financial plans.
• Responsible for outcomes measurement and analysis for mission delivery programs.
• Ensure the mission delivery departments have adequate financial, technological, business processes and human resources to achieve their goals and objectives.
• As part of the Executive Team, lead and contribute to the development and implementation of overall organizational strategies and tactics that form the basis of the Council’s Strategic Plan.
• Collaboration:
  • With the CFO to enable Product Program and Retail functions, risk management and for strategic property development in support of program and member experiences.
  • With the CDMO for internal communication strategies with membership and successful completion of grant-funded programs and fundraising campaigns.
  • With the Senior Leadership Team to enable collaboration across Council departments in support of staff culture and high-performing teams, risk management, data and technology operations, and continuous quality improvement efforts.
  • With GSUSA and other councils to leverage resources, improve operations locally, regionally and nationally, and to collaborate for membership and program expansion.
• Establish and delegate responsibilities, authority, and decision-making appropriately.
• Support the Council’s board of directors through strategic planning, operational impact, mission expansion, operating policies and the board’s connection to membership.
• Departments that are managed by the COO include:
  • Membership: Enable member-facing departments to recruit, enroll, and retain girl and adult members, volunteers and families to meet or exceed annual membership and retention goals with a focus on increasing access to Girl Scout programs.  Align recruitment and retention efforts to overall organizational strategy. Provide volunteer recruitment, training and retention services to ensure high quality Girl Scout experiences for volunteers and those they serve. Continuously developing strong relationships in the community and cultivating positive brand awareness to current and prospective members, volunteers, corporate and nonprofit partners and donors.
  • Customer Care: Provide superior customer service to ensure that the council meets or exceeds customer satisfaction goals. Oversee membership and program registration as well as facility reservation services. 
  • Data & Evaluation: Enable the Council to make data-driven decisions; ensure the adoption of sound data management practices to protect the integrity and accuracy of membership and other data; direct the collection of survey and other data and facilitation of focus groups to measure customer satisfaction, program outcomes and other key performance metrics; and provide all departments with timely access to accurate dashboards and other reports to measure individual and departmental progress against goals.
  • Program: Provide overall leadership and direction for the design, development, and delivery of council-wide girl programming, adult volunteer training, and outdoor programs. This includes day and overnight camp and weekend events at all council camp facilities. The program team executes community-based, school and summer activities and events to provide unique experiences for girls, utilizing the capacity of both staff and volunteers to reach target council goals for program utilization and participation. Deliver the Girl Scout Leadership Experience to girls and volunteers for 32 counties in Ohio and southeastern Indiana.  Ensure fulfillment of grant-funded program requirements.

• Leadership
• Strategic Thinking
• Financial Acumen
• Exceptional Communication
• Personal integrity and professional conduct
• Project management
• Collaborative leadership

• A minimum of 12 years of progressive management-level experience is required, as well as demonstrated leadership skills and management competencies spanning a broad range of executive and managerial areas.
• Proven success in dealing with diverse constituent groups and multiple competing business priorities in a fast-paced environment.
• Financial management experience in either for-profit or not-for-profit business with direct P&L responsibility and accountability.
• Previous experience successfully managing multiple business units and developing and managing cross functional teams is required.
• Demonstrated success in streamlining operations and organizational processes to drive efficiency and cost savings.
• Previous experience managing teams through periods of organizational change, including technology implementation, departmental restructuring, or other large scale organizational change.
• Proven track record of building, leading, motivating and inspiring high performing teams who achieve ambitious business or organizational goals in either a for-profit or not-for- profit environment.
• Ability to balance day-to-day operational issues and needs with long-range strategic planning and thinking.
• Creativity and resourcefulness demonstrated by the ability to conceptualize and implement new policies, programs and procedures which includes setting priorities for self and for others and achieving maximum functioning with available resources.

• Must uphold and support Girl Scouts of Western Ohio’s commitment to diversity, equity, inclusion and belonging as codified in our DEI Vision Statement and values, and the Girl Scout Promise and Law.
• Must possess a valid state driver's license, liability insurance and functioning vehicle for work within the Girl Scouts of Western Ohio region.
• Successful completion of fingerprinting and a criminal background check as required by Ohio law.
• Commitment to making a difference in girls’ lives as expressed in the Ends statements; mission and goals for girls, as noted in the Board Policy Manual.
• Must maintain annual or lifetime membership in Girl Scouts at all times and an adult Girl Scout uniform (navy business attire).

• Ability to build your skills and grow your career
• Flexibility for work/life balance
• Opportunity for hybrid teleworking
• Medical, dental, vision, accident, life insurance, and more!
• 401K- 100% company match up to 5% salary
• Annual paid Winter Break from December 25th – January 1st
• 17 days of Vacation Paid Time Off
• 6 days of Sick Paid Time Off
• A high-achieving and fun team with a casual dress code

Plus, we work to maintain the best environment for our employees where people can learn and grow with the company. We strive to provide a collaborative, creative environment where everyone feels encouraged to contribute to our processes, decisions, planning, and culture.

Diversity, Equity, Inclusion, and Belonging (DEIB)
We are proud to be an equal opportunity employer dedicated to pursuing and hiring a diverse workforce and are committed to creating an inclusive environment for all. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. GSWO is an EEO/Minority/Female/Disability/Veteran employer.​
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