Chief Operating Officer

POSITION SUMMARY

The Chief Operating Officer (COO) is a member of the Executive Team and leads the council’s statewide mission-delivery and operational functions. In partnership with the Chief Executive Officer and Executive Team, the COO translates strategic priorities into coordinated operational plans, systems, accountabilities, and measurable results that strengthen the Girl Scout value proposition and expand access to a high-quality Girl Scout Leadership Experience (GSLE).

The COO provides executive oversight for membership recruitment and retention, volunteer support, girl experience and programs, product program, retail, properties and camps, technology and data systems, communications supporting mission delivery, risk management, and compliance. The COO builds sustainable, cross-functional processes; develops leaders and teams; uses data to assess performance; and ensures that girls, families, volunteers, and communities receive consistent, responsive, and inclusive service across the state.

• Serve as a member of the Executive Team and help develop, implement, and evaluate the council’s strategic and annual operating plans.
• Translate strategic priorities into clear departmental goals, work plans, performance measures, budgets, and accountabilities.
• Partner with the CEO and Board of Directors by providing timely operational information, analysis, recommendations, and reports within the authority delegated to the position.
• Establish and maintain policies, procedures, standard operating procedures, and internal controls that support effective, consistent, and compliant operations.

• Lead comprehensive strategies for girl and adult membership recruitment, engagement, retention, and reengagement across all age levels and communities served by the council.
• Oversee the full volunteer lifecycle, including recruitment, screening, onboarding, placement, training, support, recognition, conflict resolution, and retention.
• Ensure that council programs use the GSUSA National Program Portfolio and deliver engaging, progressive experiences across the Girl Scout program pillars and intended Girl Scout outcomes.
• Use demographic, membership, participation, satisfaction, and retention data to identify barriers, evaluate results, and expand equitable access to Girl Scouting.
• Ensure appropriate fiscal and operational oversight of grant-funded mission-delivery initiatives.

• Oversee the management and operations of Membership Recruitment, Volunteer Support, Girl Experience and Programs, Product Program, Retail, and Property functions, as assigned by the CEO.
• Develop and monitor operational budgets, forecasts, revenue plans, expense controls, and performance results in partnership with Finance and department leaders.
• Lead continuous-improvement efforts that simplify work, strengthen service delivery, reduce risk, and improve cross-functional coordination.
• Oversee seasonal and high-volume operations, including product program execution, major programs and events, camp operations, and membership-registration cycles.
• Manage vendor and partner relationships within delegated authority and ensure appropriate service levels, documentation, and accountability.

• Provide executive oversight for council offices, retail operations, and camp and program properties, including maintenance priorities, utilization, capital needs, safety, and emergency readiness.
• Ensure operational compliance with applicable GSUSA requirements, council policies, Safety Activity Checkpoints, contracts, grants, and federal, state, and local requirements relevant to assigned functions.
• Identify material operational risks and ensure timely escalation, mitigation, documentation, and follow-through.
• Provide executive oversight and support for complex volunteer or adult-member complaints, disputes, and conduct matters, in coordination with the CEO and appropriate staff.

• Lead the effective use of technology, systems, data…