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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Strategy, executive leadership, and governance

• 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.

Mission delivery, membership, and volunteer experience

• 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.

Operational and financial management

• 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.

Properties, safety, risk, and compliance

• 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.

Technology, data, and communications

• Lead the effective use of technology, systems, data governance, data quality, and business processes supporting council operations.
• Partner with internal and external resources to support system access, staff onboarding, cybersecurity practices, business continuity, training, and user support.
• Ensure that mission-delivery information is clear, timely, coordinated, and accessible across the council website, newsletters, and other communication channels.
• Use dashboards and key performance indicators to monitor organizational effectiveness, identify trends, and support data-informed decisions.

People and community leadership

• Lead, coach, and develop department leaders and teams; set clear expectations; strengthen accountability; and foster collaboration, learning, and continuous improvement.
• Build an inclusive and respectful workplace and service culture that values the experiences and perspectives of girls, families, volunteers, staff, and communities across Hawaiʻi.
• Represent Girl Scouts of Hawaiʻi in community activities and build productive relationships with schools, businesses, funders, community organizations, and other partners.
• Perform other duties and special projects as assigned by the CEO.

SUPERVISORY RESPONSIBILITIES

Provides executive leadership and supervision for assigned department leaders and functions. Responsibilities include setting goals, allocating resources, coaching and developing staff, evaluating performance, addressing performance or conduct concerns, supporting succession planning, and building effective cross-functional teams.

QUALIFICATIONS

Education and experience

• Bachelor’s degree or an equivalent combination of education and relevant experience. Advanced degree is preferred.
• At least seven years of progressively responsible leadership experience in operations, mission delivery, membership, programs, volunteer services, or a related field, including significant supervision of managers or multi-functional teams.
• Experience in a youth-serving, membership, volunteer-driven, nonprofit, or similarly complex organization is strongly preferred.
• Demonstrated responsibility for budgeting, forecasting, financial performance, and operational results. Experience overseeing a multi-million-dollar budget is preferred.

Knowledge, skills, and abilities

• Strategic and operational leadership, with the ability to convert vision and goals into practical plans and measurable results.
• Leadership across multiple functions, locations, stakeholders, and competing deadlines.
• Strong people leadership, coaching, change-management, project-management, and conflict-resolution skills.
• Knowledge of volunteer lifecycle management, customer or member experience, and community-based service delivery.
• Ability to analyze quantitative and qualitative data, establish meaningful performance measures, and make sound decisions.
• Strong financial judgment, including budgeting, forecasting, revenue and expense management, and resource allocation.
• Excellent written, verbal, facilitation, and presentation skills, including the ability to communicate with staff, volunteers, families, community partners, executives, and board members.
• High integrity, sound judgment, discretion, initiative, organization, adaptability, and follow-through.
• Ability to build trust, clarify expectations, maintain accountability, and lead effectively through change.
• Commitment to inclusive leadership and to making Girl Scouting accessible and welcoming to the diverse communities of Hawaiʻi.

ORGANIZATIONAL REQUIREMENTS

• Support the mission, values, and principles of the Girl Scout Movement and become a registered member of Girl Scouts of the USA.
• Comply with council and GSUSA policies, standards, procedures, safety requirements, and confidentiality expectations.
• Maintain a valid driver’s license and the ability to travel throughout the council’s jurisdiction, as required.
• Work a flexible schedule that may include evenings, weekends, outdoor settings, camps, and statewide travel.
• Demonstrate respectful, inclusive, collaborative, and ethical conduct in interactions with girls, volunteers, families, employees, and community partners.