Sr Director, Volunteer Experience

Sr Director, Volunteer Experience – Remote #2311
Atlanta, GA
Area of Interest: Fundraising
Position Type: Full-time

Position Description
This is a remote position and can be based anywhere within the U.S.

Job Summary
This leader will be responsible for building the American Cancer Society Volunteer Experience strategy inclusive of analyzing touch points throughout the volunteer journey to align and unite the organization around the end-to-end volunteer experience to ensure the volunteer voice is represented and that ACS volunteers and volunteer prospects have an exceptional experience with the organization. This role ensures volunteer accountabilities are consistently implemented within and outside of the organization and supports the organization in designing experiences that meet the needs of volunteers and that the volunteer and the impact on the volunteer is embedded in all decisions, designs, and conversations.

This role manages a team inclusive of (1) Strategic Director Volunteer Engagement and (1) Senior Volunteer Engagement Manager.

Key partnerships across ACS include Development Leadership, Digital Solutions and Marketing and Communications to ensure that the right data is accessible and shareable in order to get to the right people at the right time.

Major Responsibilities

• Develops the Volunteer Experience Strategy based on data analysis to achieve the desired and intended volunteer experience.
• Educates the rest of the organization about the volunteer and the volunteer experience.
• Shares insights from the volunteer listening tools throughout the organization.
• Identifies metrics to track and ensures those metrics are linked to organizational outcomes.
• Manages a team to accomplish function objectives.
• Partners with business/Pillar leaders to ensure that volunteer roles are leveraged throughout organizational strategies to achieve maximum impact and efficiency.
• Acts as feedback loop to inform broader ACS strategy.

Position Requirements

Formal Knowledge

• Knowledge of volunteer engagement channels and ability to develop customer/volunteer strategy
• Knowledge of customer relationship management, including online customer engagement platforms and channels
• Bachelor’s degree in marketing, communications, advertising, business management, or related field preferred

Skills

• Exceptional leadership, communication, collaboration, and problem-solving skills
• Ability to influence senior leaders across the organization to drive positive volunteer experience

Specialized Training or Knowledge

• At least 5 years’ experience with customer/volunteer experience

The starting range is $118,000-$146,000. The final candidate’s relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.

The American Cancer Society has adopted a vaccination policy that requires all staff, regardless of position or work location, to be fully vaccinated against COVID-19 (except where prohibited by state law).

ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.