Community Action House · 4 weeks ago
Manager of Volunteer Experience
739 Paw Paw Drive, Holland MI 49423
Full-time
Onsite
Senior Level
$53K/yr - $58K/yr
6+ years expCommunity Action House is seeking a Manager of Volunteer Experience who will champion experience and relationship management for their dynamic volunteer-powered programs. This role involves leading the Volunteer Experience team and collaborating with various departments to enhance volunteer opportunities and recruitment while ensuring a satisfying volunteer experience.
CharityCommunitiesHomeless ShelterNon ProfitSocial
Responsibilities
Develop, implement, and maintain organization-wide volunteer standards, policies, and procedures, ensuring clarity, consistency, and alignment with organizational values
Lead the creation and refinement of volunteer behavior guidelines, training standards, stewardship expectations, and internal operational processes (e.g., welcome and farewell talking points, vacancy & coverage processes)
Oversee volunteer technology platforms including selection, implementation, and maintenance. Ensure applicable staff are trained to utilize the platform
Build and maintain organization-wide volunteer appreciation strategy, including milestone recognition, annual events, and stewardship systems
Develop and steward organization-wide volunteer program effectiveness metrics, including designing data collection expectations, interpreting trends, and equipping program teams to make data-driven decisions for improvement
Evaluate and ensure the effectiveness of the volunteer program and systems used, including identification of new tools and best practices to implement
Create and manage volunteer feedback, including surveys and evaluations. Manage communications plan with teams and volunteers for follow-up reporting and action items
Consult with program leaders to track volunteer program effectiveness, support evaluation processes, and ensure use of the established success measures
Partner with the Strategic Leadership Team members and program leaders to make programmatic adjustments based on volunteer experience data, trends, and feedback
Partner closely with program leaders to strategically plan volunteer opportunities, including role design, required skills, shift and slot structures, and workforce needs
Contribute to volunteer opportunity–specific training and scheduling, defining training standards and ensuring alignment across teams
Support with problem identification with pattern based vacancies or volunteer dissatisfaction
Support the Volunteer Experience Coordinator in the intake of new volunteers—providing consultation, stepping in when needed, and ensuring alignment of onboarding standards and processes
Through oversight and standardization, ensure that onboarding experiences are consistent, streamlined, and values-aligned, particularly focused for volunteer groups and program-specific needs
Serve as a strategic partner to program teams by building and maintaining strong volunteer relationships, deepening engagement pathways, and reinforcing a positive volunteer experience
Support program teams in volunteer appreciation at the program level, ensuring consistency with organizational standards
Lead Volunteer e-newsletter content, creation and distribution in alignment with Action House messaging platform
Partner with program leaders in volunteer disciplinary action and dismissal, ensuring alignment with policies and organizational values, and advising on next steps
Provide consultation to program staff regarding volunteer problem-solving and behavior issue resolution, ensuring proper use of guidelines and escalation pathways
Serve as an escalation pathway for volunteer situations that may result in disciplinary action including volunteer suspension and/or termination
Collaborate with supervisor, direct reports, and other teams to ensure flow of information and success of key project outcomes
Leads, manages, develops, and retains Volunteer Experience team members by charting an annual course of direction and monitoring quarterly progress toward annual goals. This includes leading various meetings and matrix based reporting with Volunteer Experience Champions across different departments and teams
Other duties as assigned
Qualification
Required
6+ years of relevant experience required
1+ years of supervisory experience required
Bachelor's Degree required; or in place of a degree, equivalent years of experience
Professional experience with planning, organizing and leading people, ideally in a collaborative and cross-functional environment
Experience fostering trust with others by consistently conducting work with honesty, reliability, and mutual respect, while also demonstrating transparency and emotional openness, with the ability to develop trusting professional relationships
Demonstrated ability to work effectively in collaboration with diverse groups of people
Demonstrated ability to cultivate a collaborative and supportive work environment, empowering team members, fostering collaboration and teamwork, and providing guidance and mentorship as needed
Demonstrated ability to mitigate and resolve conflicts, fostering a calm and constructive environment where team members feel supported and conflicts are effectively managed
Analytical and problem-solving skills with the ability to interpret information to support decision making
Willingness and interest in continuous learning and adaptation based on your professional interests and organizational needs
A high standard of performance and integrity, and ability to lead by example to foster a positive workplace culture
Proficiency in clear and effective written and verbal communication
Demonstrate a genuine passion for our mission and a commitment to upholding our team's values: Radically Welcoming, Guest-Centered, Lead with Kindness, Curiosity-Driven, Always Improving, Collaborative by Design, Contagious Commitment, & One Team
Access to consistent and reliable transportation
Evening hours Occasionally, on a pre-scheduled basis
Weekend hours Occasionally, on a pre-scheduled basis
Preferred
Basic conversational Spanish proficiency desired but not required
Benefits
Health, dental, and vision coverage for employees and their dependents
Paid vacation
Sick days
Holidays
A 401(k) plan with company matching
Company provided STD, LTD, and Life Insurance
Monthly and ongoing professional development opportunities
Company
Community Action House
Community Action House is a non-profit organization that provides food, shelter, and social wellness to eradicate poverty in the community.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Scott Rumpsa
Chief Executive Officer
Aubree Pierce Carlisle
Partnerships Manager - Lakeshore Food Rescue
Recent News
2025-04-18
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